Personal Video Member Services Representative

Description

Pioneer FCU offers a complete benefits package to all team members that includes, but not limited to:

• An excellent compensation package starting at $16.00 per hour plus $1.21 shift differential per hour
  • Bilingual Pay wage differential (additional compensation if fluent in Spanish)
• Health, dental and vision insurance
  • Pioneer pays a minimum of 80% of the premiums
• 12 paid holidays including day after Thanksgiving
• Accrue up to 16 days of Paid Time Off, plus Birthday and Work Anniversary day off
• Interest-free Wardrobe Salary Advance
• Interest-free Technology Salary Advance
• Interest-free Wellness Advance
• Tuition reimbursement
• Childcare reimbursement up to $100 per child per month
• An 8% matching 401(k) program
• So much more!

As a progressive financial services provider, we are seeking a dynamic, enthusiastic individual to join our team as a Personal Video Member Services Representative (MSR) in our Administrative Offices in Mountain Home, ID.

Bilingual in English & Spanish is preferred but not required.

This position is responsible for responsible for enhancing the members experience by using the Personal Teller Machines (PTM) and video platforms to assist members and potential members with their Credit Union needs; explains services, sets up new accounts, responds to problems, assists members with their loan applications; processes loan disbursements, and assists members with their financial needs. Will also provide a variety of paying and receiving functions, including processing deposits, withdrawals, transfers, loan payments, and wires. All Personal Video Member Service Representatives will have monthly goals and will assist other team members with a variety of duties.

Personal Video MSRs work flexible shifts to accommodate the extended operating hours of the credit union. The Personal Video MSR will ensure Pioneers service standards are always met while diligently working towards delivering WOW through exceptional service. Matches Credit Union services and products to members needs, and proactively seek new business with members or potential members by utilizing and participating in community events. Maintains a professional business appearance, and continually delivers Pioneer Brand through service and appearance.

Responsibilities include, but not limited to:

• Responsible for handling a variety of member service functions via Personal Teller Machines, including but not limited to assisting members with requests and basic teller transactions, answering questions about products and services including loan products and resolving issues and concerns. Reports malfunctions of PTMs to management. Educates and promotes usage of PTMs with members and potential members. Provides technical support to members and potential members while utilizing video technology. Accurately balance and process teller transactions on multiple platforms while making the member interaction seamless. Accurately balances daily transactions and check totals. Investigates and resolves out-of-balance conditions. Works diligently to stay current on all Pioneer products and services, to include but not limited to deposit accounts, loan products, electronic banking features, video platforms, online account and loan opening, and DocuSign for loan closings, signature cards, and forms. Ability to use multiple systems to assist internal and external requests. Completes assigned training to perform job functions or as required by law.
• Open and perform maintenance on consumer and business accounts and loans. Analyze credit reports, looking for opportunities to deepen member relationships and assist members in bringing other products to Pioneer by asking open-ended questions to discover member needs and achieve strategic objectives. Utilize follow up practices on all new loans and deposit accounts for increased sales, proactively identify issues or concerns and asking for referrals. Protect the member and Pioneer through sales of additional loan add-on products. Perform prompt and accurate account and loan maintenance functions. Ensure that all inspections and loan documents are done accurately and timely so that Pioneer can secure their lien and lending departments have supporting documents. Ensure all account documentation is opened accurately and timely for auditing purposes. Secures and maintains members confidential information and protects Pioneers reputation. Develop and maintain a thorough knowledge of the credit unions consumer, real estate, and business lending and account policies and procedures. Adheres to the credit union's security and internal controls policy, member service standards, and government regulations. Acts as liaison between members and various organizations and departments. Will be responsible for helping maintain Pioneer brand look and feel at all times.
• Performs other related job duties as assigned

Qualifications

Experience: Six (6) months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills: This position requires excellent public relations skills, knowledge of Credit Union services and products, organizational skills to ensure the proper recording and dissemination of required information. Efficiency and accuracy, as well as professionalism in communication, is vital to the successful execution of this position. Comfortable with technology, process good verbal communication skills, be able to keep members engaged over the video channel, and be comfortable delivering member service over video.

Physical Requirements: Very light physical effort. Typical of most office jobs. Work in comfortable positions.

Work Environment: Normal light, heat, air, and space in the work environment.