Member Experience Representative

INOVA FEDERAL CREDIT UNION•Mishawaka, IN

5d•Onsite

About The Position

INOVA Federal Credit Union is seeking a friendly, personable, and member-focused Member Experience Representative to join our Branch Operations team. The Member Experience Representative serves as one of the first points of contact for members and visitors entering the branch. This position plays an important role in creating a welcoming, professional, and positive branch experience while helping members navigate available services and connect with the appropriate team member. In addition to providing exceptional member service, this position supports a variety of daily branch operations, including lobby management, Interactive Banking Kiosk assistance, shared branching transactions, business deposit processing, check scanning, and maintaining member hospitality areas. This role is ideal for someone who enjoys interacting with people, creating positive experiences, staying busy, and being a helpful resource to both members and team members.

Requirements

High school diploma or equivalent required.
Previous customer service, retail, hospitality, or financial institution experience preferred.
Previous cash handling or transaction processing experience preferred.
Strong interpersonal and communication skills.
Friendly, professional, and member-focused attitude.
Ability to build positive relationships with members and team members.
Ability to multitask in a fast-paced environment while maintaining accuracy.
Strong attention to detail and organizational skills.
Basic computer proficiency and ability to learn credit union systems and technology.
Ability to work independently while contributing to a collaborative team environment.
Dependable, positive attitude and willingness to assist others.
Ability to maintain confidentiality and professionalism when handling member information.
Applicants must be legally authorized to work in the United States.
As part of joining our team, employees are expected to maintain eligibility for membership with the credit union, including opening and maintaining the required membership savings account.

Responsibilities

Welcome members and guests as they enter the branch and create a friendly, professional first impression.
Direct members to the appropriate team member, department, or service area based on their needs.
Manage lobby traffic and assist with maintaining an efficient member flow throughout the branch.
Check members into the lobby tracking system and help ensure timely service.
Assist members with eligible transactions using the Interactive Banking Kiosk (IBK) while encouraging and educating members on self-service solutions.
Process shared branching transactions accurately and efficiently while following established procedures and security standards.
Accept and process business deposits in accordance with credit union policies and procedures.
Complete check scanning and process checks through the appropriate systems, including CSF.
Maintain the coffee bar and other member hospitality areas to ensure a clean, comfortable, and welcoming branch environment.
Provide friendly, professional, and responsive service to members throughout their visit.
Answer basic member questions and assist with directing members to the appropriate resources or team members.
Support branch operations and assist team members with additional responsibilities as needed.
Maintain accuracy, confidentiality, and attention to detail while following all credit union policies, procedures, and security requirements.
Represent INOVA's core values of Trust, Respect, and Integrity in all interactions with members and employees.