Member Experience Specialist

Valley First Credit Union • Clovis, CA

4d • $22 - $28

About The Position

The Member Experience Specialist effectively assesses individual member inquiries and provides solutions to meet member needs and credit union objectives. Provides member education and identify cross selling opportunities with an emphasis on strengthening member relationships. Open various new accounts, process necessary information and educate themembers 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 they will benefit from. Assist with wide variety of member services including open/close Shared Certificates, assist members with checkbooks, process credit card/loan applications, solve fraud issues, close accounts, etc. Assist members with opening CD's and 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. 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.

Requirements

• 2- 4 years of customer service experience
• 1 year + of similar or related experience, including time spent in financial or sales and service positions.
• Knowledge and proven ability in troubleshooting issues that may arise with digital technologies including websites
• High school diploma or GED is required.
• Ability to analyze and make sound decisions
• Employee must be professional, dependable, and flexible
• Maintain enthusiasm towards job functions and duties
• Maintain thorough knowledge of all Credit Union products and services
• Ability to evaluate each member's financial situation and cross-sell beneficial products and services
• Support service and sales objectives; meet monthly, quarterly and annual goals as set forth by management
• Maintain knowledge of rules and regulations that govern credit unions including but not limited to, BSA, OFAC and Reg. CC.
• Technical aptitude to understand complex programs and applications.
• Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Strong written, verbal, and interpersonal skills.
• Detail-oriented, organized, accurate and ability to adapt to change.
• Excellent decision making and time management skills.
• Well-developed analytical and problem-solving skills.
• Ability to trouble-shoot problems and research capabilities of current or proposed products.
• Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary work involves sitting most of the time.
• The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading.
• 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 withminimal 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 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

• Assess individual member inquiries and provide solutions to meet member needs and credit union objectives.
• Provide member education and identify cross selling opportunities with an emphasis on strengthening member relationships.
• Open various new accounts, process necessary information and educate the members as to services/products available.
• Advise member about additional services or programs they will benefit from.
• Assist with wide variety of member services including open/close Shared Certificates, assist members with checkbooks, process credit card/loan applications, solve fraud issues, close accounts, etc.
• Assist members with opening CD's and 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.
• 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.

What This Job Offers

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