Virtual Experience Specialist- Durand Branch

PFCU•Durand, MI

2d•Onsite

About The Position

The Virtual Experience Specialist performs a broad range of member service activities through interactive teller machines (ITMs), accurately and promptly while following established policies and guidelines. The role supports PFCU’s mission to deliver financial well-being through value, convenience, and exceptional service, and follows the service standards outlined in My MARC. The position also supports members with online banking and certificate applications, promotes relevant products and services, helps prevent fraud, and may provide support outside standard business hours. The position has three levels with differing cash limits and experience expectations. Advancement is not automatic and depends on organizational need, performance, and experience. Level II and above include additional troubleshooting, mentoring, training, and transaction-review responsibilities. Level III also includes leadership, coaching, balancing support, and advanced product and policy knowledge. The role requires a high school diploma or equivalent and one to three years of similar or related experience; sales experience is preferred. The employee must maintain member and organizational confidentiality, follow security and regulatory requirements, and perform the listed physical and mental duties. PFCU is an equal opportunity employer.

Requirements

High school graduate or equivalent.
One to three years of similar or related experience.
Ability to read, analyze, and interpret business and professional materials, technical procedures, and government regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions.
Ability to perform arithmetic using whole numbers, fractions, and decimals and calculate rates, ratios, and percentages.
Ability to apply common-sense reasoning to written, oral, or diagrammed instructions and solve problems in standardized and non-standardized situations.
Excellent knowledge of the credit union’s core system, forms, and documentation.
Strong knowledge of credit union products and services and understanding of credit union departments and procedures.
Punctual, self-motivated, confident, accurate, and able to remain calm under pressure.
Excellent written and verbal communication and interpersonal skills.
Professional attitude and appearance; ability to create positive word of mouth and effectively refer products and services.
Strong math skills and aptitude for handling money and detailed work.
Ability to operate computer applications and business equipment, including an adding machine, typewriter, copy machine, coin and money counting machines, computer, and telephone.
Good typing skills.
Ability to meet the position’s physical demands, including standing, using hands, reaching, talking, hearing, walking, occasional stooping, kneeling, crouching, or crawling, and occasionally lifting or moving up to 50 pounds.
Ability to meet the position’s visual and mental demands, including close and distance vision, color and peripheral vision, depth perception, focus adjustment, alertness, precision, problem-solving, numeric calculations, judgment, reading, writing, reasoning, patience, and analysis.
Maintain confidentiality of non-public information and comply with applicable regulatory, policy, and security requirements.

Nice To Haves

Sales experience preferred.

Responsibilities

Build relationships with members and coworkers, demonstrate dependability, initiative, integrity, and professionalism, and ensure tasks are completed correctly.
Welcome members and provide courteous, prompt, accurate, and efficient service.
Process member transactions through ITMs, including cash and check transactions, deposits, withdrawals, transfers, payments, and disbursements; provide account balances and complete required forms.
Verify member identification, examine checks for endorsement and negotiability, and identify and resolve discrepancies.
Balance the drawer and ITMs at the end of the shift; maintain satisfactory transaction averages, overs/shorts, and voids/adjustments.
Communicate effectively with members and coworkers and promptly respond to email, voicemail, and other communications.
Maintain current knowledge of credit union products, services, policies, procedures, rules, regulations, and security procedures.
Educate members and promote or cross-sell products and services that meet their needs; participate in credit union incentives.
Maintain a clean, safe, secure, and welcoming work area and equipment.
Complete OFAC, currency reporting, Red Flag, and suspicious activity reporting promptly and accurately.
Protect confidential member information and follow security policies and procedures.
Attend training, educational functions, and meetings as requested, and seek opportunities to develop skills.
Help members with online banking access, functionality, and general service inquiries.
Assist with online certificate applications, conduct member outreach as needed, and distribute required documentation accurately after certificate completion.
Collaborate with other departments on fraud prevention and protection of member assets and sensitive information.
Provide support outside standard business hours to meet member needs and maintain service continuity.
Develop and cultivate community relationships and perform other assigned duties.
At Level II and above, guide, train, mentor, and orient Level I specialists; troubleshoot member account and service questions and route inquiries when needed; make judgment decisions on comments, warning information, altered items, and stale-dated checks; suggest improvements; and process and review MDC checks while monitoring for potential fraud.
At Level III, assist specialists with balancing and account corrections, provide overrides and voids/adjustments, model leadership and positive service behaviors, coach and develop staff, and apply advanced knowledge of products, services, policies, procedures, and regulations.