(Member)Experience Specialist II- Lowell Branch

PFCU•Lowell, MI

5d•Onsite

About The Position

The Experience Specialist II supports PFCU’s mission to deliver financial well-being through value, convenience, and exceptional service. The position takes personal responsibility for member interactions and performs a broad range of member service activities, including accurate cash handling, in accordance with established policies and procedures. The role builds member relationships through education and models PFCU’s service standards. This is an hourly, non-exempt position in Operations, with no telework available. The role reports to the Branch Manager/VP of Branch Operations. Level II responsibilities include the Experience Specialist Level I duties as well as opening new in-person and online membership accounts; handling specialty accounts and IRAs; assisting members by phone and email; performing notary duties; maintaining and closing safe deposit boxes; and supporting account maintenance. The position also requires knowledge of loan policies and alternatives so loan inquiries can be referred to a loan originator. Advancement between levels is not automatic and is based on organizational needs and demonstrated performance at the current level. The position requires protecting confidential member, employee, and Credit Union information and following security, regulatory, and policy requirements, including BSA, OFAC, Red Flag, and AML requirements. Work is performed in a branch environment with usually moderate noise and occasional exposure to moving mechanical parts and electrical shock risk. The role involves frequent use of communication, numerical, problem-solving, and judgment skills, as well as physical activity including standing, walking, handling objects, reaching, and occasional lifting of up to 50 pounds.

Requirements

High school graduate or equivalent.
Two years of similar or related experience required for Level II.
Ability to read and interpret business, professional, technical, and government materials; write reports, business correspondence, and procedure manuals; and communicate effectively with varied audiences.
Ability to perform arithmetic using whole numbers, fractions, and decimals and calculate rates, ratios, and percentages.
Ability to apply common sense and solve problems in standardized and non-standardized situations.
Excellent knowledge of the Credit Union’s core system and working knowledge of its forms and documentation.
Strong knowledge of Credit Union products and services and understanding of Credit Union departments and procedures.
Punctual, self-motivated, confident, accurate, and able to remain calm under pressure.
Excellent written and verbal communication and interpersonal skills.
Professional attitude and appearance; ability to effectively refer products and services and create positive word of mouth.
Excellent math skills and good typing skills.
Ability to operate computer applications and business equipment, including an adding machine, typewriter, copy machine, computer, and telephone.
Ability to stand and walk frequently; use hands to handle objects; reach; talk and hear; occasionally stoop, kneel, crouch, or crawl; and occasionally lift or move up to 50 pounds.
Ability to meet visual requirements including close, distance, color, peripheral, and depth perception and adjustment of focus.

Nice To Haves

One year of sales experience preferred for Level I.
Two years of sales experience preferred for Level II.
Two years of Experience Specialist experience preferred for Level III.

Responsibilities

Welcome members and provide prompt, accurate, courteous, and professional service and transactions.
Handle cash and check transactions, including deposits, withdrawals, transfers, payments, and disbursements; maintain and balance a cash drawer or TCR and secure assigned cash and checks.
Verify member identification, examine checks, and identify and resolve transaction discrepancies.
Assist with branch operations such as Check 21, scanning, mail deposits, ATM and ITM processing, business and Night Drop deposits, supply stocking, and vault cash verification.
Maintain knowledge of Credit Union products, services, policies, procedures, rules, regulations, and security practices.
Educate members about relevant products and services and work toward established cross-education goals.
Perform account maintenance, including updates to authorized users, addresses, beneficiaries, ACH origination, check reorders, and certificate renewals.
Open additional sub-shares, certificates of deposit, and services for existing members; assist members with safe deposit box access.
Use Experience Specialist programs, including Synergy, Instant Issue, and DocuSign, and respond promptly to communications by phone, email, chat, and voicemail.
Maintain a favorable branch image, safe and clean work areas, and confidentiality of member information.
Complete OFAC, currency reporting, Red Flag, and suspicious activity reporting promptly and correctly.
Participate in training and educational functions, support team members, and provide suggestions for improving service, employees, or products.
Witness document signings and follow up with processors to ensure consumer loan closings are completed.
Develop and cultivate community relationships and perform other duties as assigned.
Open new in-person and online membership accounts.
Maintain complete knowledge and ability to modify specialty accounts and IRAs.
Assist members by telephone and email with financial transactions and inquiries; verify members before completing transactions, troubleshoot questions, and route inquiries when needed.
Perform notary duties.
Open, maintain, and close safe deposit boxes; maintain accounts and assist with file maintenance.
Know loan policies, interest rates, available terms, and alternatives, and refer loan application inquiries to a loan originator.
Follow regulatory and policy requirements, including BSA, OFAC, Red Flag, and AML requirements, and maintain confidentiality and follow security procedures.