Member Experience Representative

Job Description:

POSITION: Member Experience Representative

DEPARTMENT: Retail Services

SALARY GRADE: 6

REPORTS TO: Retail Center Leader

FLSA: Non-exempt

DATE: 6/2024

JOB SUMMARY: The Member Experience Representative provides a complete member service experience in the retail center. The position uses sound judgment, professionalism, integrity, accuracy, and expediency in assisting members while adhering to established security safeguards, identification measures, and all credit union policies and procedures.

Ultimately, the Member Experience Representative will perform all retail services including transactions, opening and maintaining share accounts, processing and servicing loans to include consumer loans and home equities, and processing and servicing business share accounts.

This position is a role that is progressive in nature in skill development and training requirements.

JOB ACCOUNTABILITIES/ESSENTIAL FUNCTIONS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process transactions and utilize proper cash handling procedures to maintain a balanced cash drawer.
• Process new account opening and applications for member and business share accounts.
• Process Individual Retirement Account (IRA) and special account transactions and applications.
• Process consumer and home equity loans applications. Review consumer credit reports and gather information and/or documentation necessary for underwriter analysis.
• Establish and maintain cooperative relationships with internal and external members. Assist members in a friendly, professional manner, demonstrate adaptability and a positive attitude when faced with challenging situations.
• Guide members with confidence, knowledge, creativity, and accuracy.
• Utilize The Member Advantage (TMA) to effectively communicate and discuss member needs. Educate current and prospective members about products and services.
• Analyze, research, and resolve problems and discrepancies related to members' financial relationship by utilizing knowledge and judgment.
• Address member concerns and take appropriate action to resolve.
• Manage time efficiently and take initiative within the retail center; seek opportunities to develop and enhance knowledge of internal operating systems, products, and services.
• Actively participate in Credit Union initiatives, promotions, and assigned goals.
• Support and assist other retail center locations. Work location may change as business and service needs dictates.
• Know, understand, and follow all policies and procedures including safety and security procedures regarding robbery, emergency situations, and third party access to secure areas. Communicate suspicious activity appropriately.

• Comply with all federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Comply with all fair lending laws and the prohibitions enumerated in the Credit Union's lending policy.
• Actively supports the mission, vision, and core values of the Credit Union to deliver excellent service.

REQUIRED EDUCATION/EXPERIENCE:

Education Requirements:
High school diploma or equivalent.

Experience Requirements:

One year job related experience.

One year sales experience preferred.

Skills:

Demonstrated skills in problem solving and customer service.

Current working knowledge of computers and software programs.

Ability to identify and evaluate issues and reach sound conclusions in a proactive manner.

Effective written and verbal communication.

PHYSICAL DEMANDS:
This position may require stooping, bending, squatting, and reaching for limited periods of time. Occasionally may be asked to handle, move and/or carry large boxes of supplies/files weighing up to 10 pounds. May require sitting and standing for long periods of time.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO STATEMENT:
Member One Federal Credit Union is an equal opportunity/affirmative action employer and considers all qualified candidates without regard to an applicant's race, color, religion, sex, national origin, age, disability, marital status, veteran status, genetic information, or based on any other class protected by law. M/F/Disability/Covered Veteran.

SIGNATURES:
Employee signature below constitutes employee's understanding of the requirements, essential functions, and duties of the position.

Employee Signature:________________________________________ Date:_______________________________