Member Experience Consultant (North Knoxville Branch)

POSITION SUMMARY

The purpose of this position is to process member's requested financial transactions, resolve problems, and answer questions; to identify and suggest financial services that would improve our members' lives. Provides prompt, professional and courteous support and assistance to internal departments, retail branches and members.

Reports to: Branch Manager

Supervises:  0(Direct) 0 (Indirect)

Starting Wage: $17.00 per hour

ESSENTIAL FUNCTIONS

1. Assist branch in meeting performance standards monthly in addition to meeting individual performance standards monthly. 

2. Interview members and process applications for all types of consumer loans. Review application and documentation for completeness and accuracy according to credit union compliance guidelines.

3. Conduct all member account functions, including processing requests for new services, providing counseling, and cross-selling appropriate credit union products or services to benefit the member and achieve established sales goals.

4. Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their  recommendations.

5. Accurately receive, inspect and verify cash and negotiable instruments for deposit, accept loan payments and a variety of other monetary transactions as directed and in accordance with established policies and procedures. Balance transaction input at the end of each workday.

6. Regular and predictable attendance

7. Perform additional job duties as assigned by the manager.

 EDUCATION/ EXPERIENCE

• A high school education or GED.
• One year to three years of similar or related experience.

 OTHER SKILLS AND ABILITIES

• Upholds Y12 Federal Credit Union’s culture and core values
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Ability to accurately process account entries and transactions, write routine reports and construct basic professional and grammatically correct correspondence.
• Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions and procedure manuals.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions and decimals. Ability to compute rate, ratio and percentages.
• Ability to apply reasonable understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving variables in situations.
• Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity and effectiveness.

PERFORMANCE MEASUREMENTS:

• Within established levels of authority, process member's financial transaction, resolve problems, and answer questions regarding Y-12 Federal Credit Union products and services.
• Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance and product development.
• Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.

SERVICE STANDARDS: 

• Own the Issue

o    Build confidence that you will help through your words and actions. 

o    Minimize the team/member’s effort. 

• Personalize the Experience

o    Show that you care about the person and the issue. 

o   Adapt to the team/member’s pace, style, and emotional tone. 

• Be Authentic

o    Be genuine. 

o    Be present in the conversation to avoid sounding mechanical. 

• Understand, then Solve

o    Aim for one-call resolution. 

o    Address the underlying issue vs. just the request. 

o    Be crystal clear on next steps. 

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs. 

o    Engage in conversation to discuss broader needs. 

o    Help the member access additional resources, products, and services to gain more value.

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

May be exposed to mild to moderate stress levels associated with the performance of the job duties as described.

We are an EEO Employer

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.