Experience Specialist- Ionia

About the position

The Experience Specialist will assist the credit union in achieving its mission statement: PFCU will deliver financial well-being with value, convenience and exceptional service. The member Experience Specialist will accept personal responsibility and accountability for every member contact and take personal ownership of all situations presented. Responsible for performing a broad variety of member service activities, including cash handling with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner. While actively seeking out opportunities to build member relationships through education opportunities. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC. Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Experience Specialist employee.

Responsibilities

• Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly.
• Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member transactions.
• Run transactions using cash and checks; deposits, withdrawals, transfers funds, makes payments and disburses funds.
• Provide members with account status, including current balances.
• Understand and complete appropriate forms needed to assist member.
• Secure your assigned cash and checks, including bottom drawers.
• Maintain and balance a cash drawer/TCR.
• Verify member ID; examine checks for endorsement and negotiability.
• Detect and resolve discrepancies promptly.
• Help with daily duties including Check 21, scanning, processing of mail deposits, processing ATM, ITM, business deposits, Night Drop deposits, stocking supplies and serve as the 2nd cash verifier when balancing the vault.
• Maintain an up-to-date comprehensive knowledge of all credit union products and services.
• Cultivate personal relationships with the membership; assume responsibility for member education.
• Process additional basic account maintenance on a personal account including but not limited to; adding/changing authorized account users, address changes, beneficiary updates, ACH origination, check reorders, renewing certificates of deposit and subsequent actions.
• Open additional sub-shares, opening certificate of deposit and services opened after established membership.
• Assist members with access to Safe Deposit Box.
• Proficiently use all programs used by an Experience Specialist including Synergy, Instant Issue, DocuSign, etc.
• Promptly respond to all forms of communication including incoming phone calls, emails, chat software and voicemail.
• Ensure that the Credit Union’s branch image is favorable, reflecting a sound and secure financial institution.
• Ensure that OFAC, currency reporting, Red Flag and suspicious activity reports are done promptly and correctly.
• Maintain cleanliness and security of work area and equipment including protecting the confidentiality of member information.
• Seek training opportunities to develop or enhance knowledge through training, conference, reading and etcetera.
• Willingly participate in and attend educational functions and meetings as requested by management.
• Provide management with new or innovative ways for improvement of employees, service quality or products offered.
• Assist with training and support of team members.
• Assist members by witnessing document signing; follow up with the processors to ensure completion of consumer loan closing.
• Develop and cultivate community relationships.

Requirements

• High School Graduate or equivalent.
• Level 1: One year of similar or related experience required, one year of sales experience preferred.
• Level 2: Two years of similar or related experience required, with two sales experience preferred.
• Level 3- Lead: Three years of similar or related experience required, with two years’ Experience Specialist experience preferred.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Nice-to-haves

• Excellent knowledge of the credit union’s core system.
• Excellent working knowledge of the forms and documentation used by the credit union.
• Strong knowledge of credit union products and services.
• Excellent understanding of the Credit Union departments and procedures.
• Punctual, self-motivated, confident and accurate.
• Excellent communication and interpersonal skills both written and verbal.
• Able to stay calm under pressure.
• Professional attitude; supportive management.
• Neat and professional in appearance and dress.
• Ability to create good word of mouth; proven ability to effectively refer products and services.