Universal Member Experience Representative - Sawyer

Niagara's Choice Federal Credit Union•City of Niagara Falls, NY

2d•$20 - $24

About The Position

Serve as a liaison between members and the credit union by providing account information and explaining credit union products and services. Process teller transactions, open and service accounts, resolve issues, and professionally manage members’ daily needs. Actively market products, services, and promotions by cross-selling or cross-helping based on member needs. The role provides member service in person and through phone, email, or mail; handles account requests and complaints; and supports account openings, maintenance, and follow-up. It also includes loan origination activities, teller duties, quality control, and compliance with internal and external regulatory requirements. The representative works with the Branch Manager to ensure proper member service and supports the credit union’s volunteer and community activities.

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, services, policies, and procedures, and compliance with state and federal regulations.
Proficiency in system navigation and quality control.
Proficiency in calculating proof of income.

Nice To Haves

Knowledge of credit union products and services is preferred.

Responsibilities

Greet and welcome members professionally and provide prompt, accurate service.
Promote credit union products, services, deals, and promotions based on member needs.
Respond to member requests, problems, and complaints; resolve complaints by phone, email, or mail, involving management when needed.
Open new accounts, service existing accounts, establish account files, and provide members with required membership information.
Assist with orders for products such as debit cards and checks, and follow up within two weeks to confirm delivery and access to electronic services.
Handle member requests such as share transfers to loan payments, share withdrawals, check requests, certificate-of-deposit transactions, and lines of credit advances.
Contact members by telephone, verify account information, and determine the reason for their call; document follow-up conversations on accounts.
Cancel or upgrade accounts and attempt to retain members seeking cancellation; suggest solutions when products malfunction.
Use computer technology to manage high call volumes and navigate systems proficiently.
Work with the Branch Manager to support proper member service and manage policy changes or renewals.
Support the credit union’s volunteer and community activities.
Adhere to internal and external regulatory policies, procedures, and regulations, and safeguard confidential member information.
Identify lending opportunities when reviewing credit reports; take and enter loan applications, submit them 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.
Provide member follow-up within two weeks by phone and note all conversations on accounts.
Perform quality control and calculate proof of income.
Receive and process deposits, verify amounts and endorsements, cash checks, process withdrawals, and ensure proper identification for members and shared-branch members.
Receive mortgage, consumer loan, and other payments; confirm amounts due and enter payments properly.
Place appropriate holds on accounts.
Balance the cash drawer at the end of the shift, compare totals with the computer-generated proof sheet, research and resolve discrepancies, and report discrepancies to a supervisor as necessary.
Maintain comprehensive knowledge of credit union products, services, policies, procedures, and applicable state and federal regulations.
Perform other duties as assigned by management.