Lead Member Experience Specialist

Valley First Credit Union • Ceres, CA

4d • $23 - $29

About The Position

The Lead Member Experience Specialist (MES) will provide leadership support by supervising and coordinating the daily functions of our Member Experience Specialists. The Lead will provide back up and support to the MES and will serve as first point of contact to assist with escalated member interactions. This role will assist with MES growth and development and will help achieve department goals through coaching sessions. The Lead MES will effectively assess individual member inquiries and provide solutions that meet member needs and credit union objectives. Provide member education and identify cross selling opportunities with an emphasis on strengthening member relationships.

Requirements

• 3 years + of similar or related experience
• Must have banking or credit union industry experience, leadership experience preferred
• A high school degree or GED is required
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions
• Must be able to perform job functions independently and with limited supervision
• Must be willing to transfer current or obtain registration through NMLS
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to five pounds
• Climb/descend stairs in an emergency situation
• Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed.
• Maintain working on a computer for six to eight hours daily, on average
• Work extended hours if required or requested by management
• Regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to: Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team.
• Read and carry out various written instructions and follow oral instructions
• Complete complex mathematical calculations and spell accurately
• Speak clearly and deliver information in a logical and understandable sequence
• Deal calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate highest levels of customer service and discretion when dealing with the public
• Perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace
• Effectively handle multiple, simultaneous and changing priorities
• Exercise highest level of discretion on both internal and external confidential matters

Responsibilities

• Open various new accounts, process necessary information and educate the members as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.)
• Use every member contact as an opportunity to advise member about additional services or programs that might benefit them.
• Assist with wide variety of member services including open/close Shared Certificates, assist members with checkbooks, process credit card/loan applications for members, solve fraud issues, notary, close accounts, etc.
• Assist members with opening CD's & educate customers as to penalties, earnings, etc.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.
• Set up auto transfers and sign up members for ACH transfers and wires.
• Responsible for opening/closing branch in the absence of manager/supervisor
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED