Member Experience Specialist

VANTAGE CREDIT UNION•Creve Coeur, MO

4d•Onsite

About The Position

The Member Experience Specialist is responsible for proactively and successfully meeting individual performance goals while contributing to branch and credit union goals. This role leverages member engagement strategies to build meaningful relationships, identify needs, and deliver personalized solutions. The specialist actively supports membership growth through referrals and community-based business development, and recommends and refers cross-sell opportunities to enhance member value and loyalty. They create a welcoming and engaging environment by warmly greeting all individuals, reinforcing the brand promise, and identifying potential member needs. The role ensures public areas reflect the brand image and are consistently stocked and maintained. The specialist supports members with a wide range of account and loan inquiries, ensuring efficient and accurate service to maintain smooth branch operations. They assign new applications and referrals to appropriate team members, develop personalized onboarding action plans for new members, and perform various cash and transaction-related duties. Additionally, the role involves completing daily and monthly tasks, ordering supplies, coordinating branch scheduling, and assisting with opening and closing procedures. Compliance with credit union policies and government regulations, including maintaining confidentiality, is paramount. Other tasks may be assigned.

Requirements

At least one year of experience in a sales or service position.
Possesses ability for independent thinking that allows for identification of problems and corresponding solutions.
Develops and executes action plans where needed.
Possesses a thorough knowledge of credit union operations, including loan and deposit products and departmental operations.
Keeps current with industry trends and changes in regulations.
Sensitive to the credit union philosophy, understands the difference between a credit union and a bank, and works with members based on their individual needs.
Time Management – Has the ability to process a large volume of work while maintaining member service standards.
Possesses good ability to organize work, plan activities, prioritize tasks and meet deadlines/standards for work assigned.
Must be flexible and have a strong ability to adapt to changing situations.
Interpersonal Skills – Interacts professionally and positively with others, cultivating positive relationships that further the goals of the credit union and meet member needs.
Uses tact and diplomacy in difficult situations, approaching conflicts from a positive angle and striving to find a win-win solution by using sound negotiating skills.
Works well with other team members to achieve group cohesiveness and objectives.
Accuracy – Performs tasks correctly and efficiently.
Keeps teller drawer and vault within balance.
Has strong attention to detail.
Communication – Expresses self honestly, positively, and professionally in both oral and written communication.
Speaks correctly and uses correct grammar and spelling in all communications.
Dependability – Possesses strong sense of ownership and responsibility for branch’s operations.
Displays integrity and high moral responsibility.
Technical – Displays a solid analytical ability, with the ability to be direct and ask discerning questions.
Has a strong understanding of the various programs/software used in their position.

Nice To Haves

At least one year of experience in a financial institution is preferred.
Some college education is desirable.
Attendance of credit union industry seminars, workshops and conventions may be required.
Ongoing professional development is expected.

Responsibilities

Proactively and successfully meet individual performance goals while contributing to branch and credit union goals.
Leverage member engagement strategies to build meaningful relationships, identify needs, and deliver personalized solutions.
Actively support membership growth through referrals and community-based business development.
Recommend and refer cross-sell opportunities to enhance member value and loyalty.
Create a welcoming and engaging environment by warmly greeting all individuals upon arrival and expressing appreciation as they depart.
Ensure public areas reflect our brand image and are consistently stocked and maintained to support a positive member experience.
Support members with a wide range of account and loan inquiries, including but not limited to completing fraud forms, processing wire transfers, issuing instant cards, and closing accounts.
Ensure efficient and accurate service to maintain smooth branch operations and a positive member experience.
Assign new loan applications, deposit applications, and member referrals to appropriate team members, ensuring timely and effective follow-up.
Develop and implement personalized onboarding action plans to support new members in their financial journey.
Perform cash advances, bond cashing, coin machine usage and transactions, and PTM related issues as the primary point of contact.
Utilize the cash recycler to meet member needs and perform routine member transactions as needed.
Assist with completing systems testing as required.
Complete daily and monthly tasks such as the branch inspection log, vault balancing, end of day branch balancing, instant issue balancing, alarm testing, branch audits.
Order monthly branch supplies to ensure adequate inventory of materials and resources within budget guidelines.
Coordinate branch scheduling, including appointment setting, walk-in member flow, and staff coverage for lunches, vacations, and PTO.
Maintain and update the branch calendar to ensure optimal staffing and seamless daily operations.
Utilize an appointment scheduling tool to streamline scheduling processes and support leadership with calendar management.
Assist branch management with opening and closing the building, ensuring the secure and timely opening and closing of the branch/building, following established procedures.
Perform daily security checks and secure all access points at the end of the day.
Comply with credit union policies and government regulations by securely maintaining member information and records, coordinating efforts with audit, retail operations, compliance, credit resolutions, centralized lending, and quality assurance.
Always maintain confidentiality.
Perform other tasks as assigned.