(Member)Experience Specialist II- Lowell Branch

PFCU•Lowell, MI

4d•Onsite

About The Position

The Experience Specialist II serves members at the Lowell Branch and supports the credit union’s mission to deliver financial well-being through value, convenience, and exceptional service. The role is responsible for member service activities, accurate cash handling, and taking personal ownership of member contacts and situations. The employee is expected to provide prompt, courteous, professional service, build member relationships through education, and model the credit union’s service standards. Responsibilities include the duties of Experience Specialist Level I as well as Level II duties. Level I work includes processing member transactions and account maintenance, handling and balancing cash, explaining products and services, responding to member communications, supporting branch operations, and following security and regulatory procedures. Level II work additionally includes opening new in-person and online memberships; servicing specialty accounts and IRAs; assisting members with transactions and inquiries by phone and email; troubleshooting account questions; performing notary duties; opening, maintaining, and closing safe deposit boxes; maintaining accounts and files; and referring loan inquiries to a loan originator. This is an hourly, non-exempt position that does not offer telework. The role requires a high school diploma or equivalent and two years of similar or related experience; two years of sales experience is preferred. The employee must maintain confidentiality, comply with applicable policies and regulations, and follow security procedures. The position involves regular standing and use of hands, occasional walking and other physical activity, and occasional lifting or moving of up to 50 pounds.

Requirements

High school graduate or equivalent.
Two years of similar or related work experience required for Level II.
Ability to read, analyze, and interpret business, professional, technical, and regulatory materials; write reports, correspondence, and procedure manuals; and present information and respond to questions.
Ability to perform arithmetic using whole numbers, fractions, and decimals, and calculate rates, ratios, and percentages.
Ability to follow written, oral, and diagrammatic instructions 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.
Excellent written and verbal communication and interpersonal skills; good typing skills.
Ability to operate related computer applications and business equipment, including an adding machine, typewriter, copy machine, computer, and telephone.
Punctual, self-motivated, confident, accurate, professional, and able to remain calm under pressure.
Ability to effectively refer products and services and create positive word of mouth.
Ability to maintain confidentiality and follow security, regulatory, and policy requirements.
Ability to meet the physical demands of the role, with reasonable accommodation where applicable.

Nice To Haves

Two years of sales experience preferred.
Experience Specialist experience is preferred for Level III advancement, but is not specified as a Level II requirement.

Responsibilities

Provide prompt, courteous, accurate, and professional member service and take ownership of member contacts and situations.
Process cash and check transactions, including deposits, withdrawals, transfers, payments, and disbursements; provide account status and balances.
Maintain and balance a cash drawer or TCR, safeguard cash and checks, verify member identification, examine checks, and resolve discrepancies.
Assist with branch duties such as Check 21, scanning, mail deposits, ATM/ITM and business deposits, Night Drop deposits, supplies, and vault balancing.
Maintain knowledge of credit union products, services, policies, procedures, regulations, and security requirements.
Educate members about relevant products and services, cultivate member relationships, and meet the established cross-education goal at least 8 out of 12 months each appraisal year.
Perform basic account maintenance, including authorized-user changes, address changes, beneficiary updates, ACH origination, check reorders, certificate renewals, and opening additional shares, certificates, and services for established members.
Open new in-person and online membership accounts.
Understand and modify specialty accounts and IRAs.
Assist members by telephone and email with financial transactions and inquiries, verify members before completing transactions, and troubleshoot questions about accounts, services, and programs.
Refer inquiries to the appropriate department after troubleshooting; refer loan application inquiries to a loan originator.
Perform notary duties and open, maintain, and close safe deposit boxes.
Maintain accounts and assist with file maintenance.
Respond promptly to phone calls, emails, chat messages, and voicemail using appropriate communication methods.
Maintain a favorable branch image, a clean and secure work area, and the confidentiality of member information.
Complete OFAC, currency reporting, Red Flag, and suspicious activity reports promptly and correctly, and comply with BSA, AML, and other applicable requirements.
Use credit union programs and business equipment, including Synergy, Instant Issue, and DocuSign.
Attend requested training and educational functions, seek learning opportunities, and suggest improvements to employees, service quality, or products.
Assist with training and supporting team members, witnessing document signing, and following up with processors on consumer loan closings.
Develop and cultivate community relationships and perform other duties as assigned.