Universal Member Experience Representative - Sawyer

Niagara•Niagara Falls, NY

About The Position

Serve as a liaison between credit union members and the credit union by providing account information, explaining products and services, processing teller transactions, opening accounts, resolving issues, and professionally managing members’ daily needs. Actively market credit union products, services, and promotions, and cross-sell or cross-help based on member needs. The role includes member service by phone and other channels, account maintenance, loan origination support, teller duties, quality control, and compliance with internal and external regulatory requirements. The representative also supports the credit union’s volunteer and community activities, protects confidential member information, and performs other duties as assigned by management.

Requirements

Knowledge of credit union banking and services.
High school graduate or GED.
Computer literacy.
Notary Public certification required within 180 days of hire; existing employees in the role have 90 days to obtain a license.
Comprehensive knowledge of credit union products and services, related policies and procedures, and applicable state and federal regulations.

Nice To Haves

Knowledge of credit union products and services preferred.

Responsibilities

Greet and welcome members professionally and provide prompt, accurate service.
Promote credit union products and services according to member needs and inform members of deals and promotions.
Navigate credit union systems and respond to members’ requests, problems, and complaints; involve management when needed.
Resolve member complaints by phone, email, or mail.
Open new accounts, service existing accounts, set up account files, and provide members with required membership information.
Assist with product orders, including debit cards and checks.
Manage member requests such as share-to-loan transfers, share withdrawals, check requests, certificate-of-deposit transactions, and lines of credit advances.
Contact members by telephone to verify account information, greet them warmly, and determine the reason for their call.
Follow up within two weeks to confirm members received checks or debit cards and can access electronic services; document follow-up conversations on accounts.
Cancel or upgrade accounts, attempt to retain members who request cancellation, suggest solutions when products malfunction, and manage policy changes or renewals.
Use computer technology to handle high call volumes and work with the Branch Manager to ensure proper member service.
Support the credit union’s volunteer and community activities.
Identify lending opportunities when pulling credit reports; take and enter loan applications, present applications for loan officer approval, prepare closing documents, and close loans in accordance with regulations and policies.
Submit Home Equity applications to the Home Equity–MSR and facilitate closing.
Calculate proof of income and perform quality control.
Receive and process share drafts, checks, cash deposits, withdrawals, mortgage and consumer loan payments, and other payments; verify amounts, endorsements, identification, and balances, and enter transactions into computer records.
Place appropriate holds on accounts, balance the cash drawer at the end of the shift, research and resolve discrepancies, and report discrepancies to a supervisor as necessary.
Comply with credit union policies and procedures and applicable state and federal regulations.
Protect confidential member information and perform other duties assigned by management.