Virtual Experience Specialist- Durand Branch

PFCU•Durand, MI

2d•Onsite

About The Position

The Virtual Experience Specialist supports PFCU’s mission to deliver financial well-being through value, convenience, and exceptional service. This role performs a broad range of member-service activities through interactive teller machines (ITMs), following established policies and guidelines and providing accurate, prompt, courteous, enthusiastic, and professional service. The position also supports members with online banking and certificate applications, contributes to fraud prevention, and helps maintain secure and reliable member access. Telework is not available. The position has three levels, with differing cash limits and additional responsibilities at higher levels. Advancement is not automatic and depends on organizational need and the employee’s success and experience. Level I has a $10,000 cash limit after a minimum of 90 days working at PFCU; Level II has a $50,000 cash limit after a minimum of 12 months; and Level III has a $125,000 cash limit after a minimum of five years at PFCU or similar experience. A 90-day introductory period is listed with a $5,000 cash limit. 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 protect confidential member information, follow security procedures, and comply with applicable regulations and credit union policies. The position is hourly and non-exempt.

Requirements

High school graduate or equivalent.
One to three years of similar or related work experience.
Ability to read and interpret business periodicals, professional journals, technical procedures, and government regulations; write reports, business correspondence, and procedure manuals; and present information and respond to questions.
Ability to perform arithmetic with whole numbers, fractions, and decimals and compute rates, ratios, and percentages.
Ability to follow written, oral, or diagrammed instructions and solve problems involving concrete variables in standardized and non-standardized situations.
Excellent knowledge of the credit union’s core system and working knowledge of its forms and documentation.
Strong knowledge of credit union products and services and understanding of credit union departments and procedures.
Punctual, self-motivated, confident, and accurate work habits; ability to remain calm under pressure.
Excellent written and verbal communication and interpersonal skills.
Professional attitude and appearance; ability to build positive word of mouth and effectively refer products and services.
Excellent math skills and aptitude for handling money and detailed work.
Ability to operate related 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 physical demands of the job, including regularly standing, using hands to handle objects and controls, reaching, and talking or hearing; frequently walking and standing; occasionally stooping, kneeling, crouching, or crawling; and occasionally lifting or moving up to 50 pounds.
Ability to perform visual tasks requiring close, distance, and color vision, peripheral vision, depth perception, and focus adjustment.
Ability to work in an environment with usually moderate noise, occasional proximity to moving mechanical parts, and occasional risk of electrical shock.
Ability to use alertness, precision, resourcefulness, problem solving, numeric calculation, persuasiveness, auditory perception, memory, creativity, judgment, writing and reading ability, reasoning, patience, visual perception, comparison, and analysis.
Follow regulatory and policy requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag, Anti-Money Laundering (AML), and other compliance-related policies.
Maintain confidentiality of non-public information about members, employees, and the credit union and follow all security policies and procedures.

Nice To Haves

Sales experience is preferred.

Responsibilities

Build relationships with members and coworkers and demonstrate dependability, initiative, responsibility, integrity, and professionalism.
Welcome members and provide prompt, accurate, and efficient service through interactive teller machines.
Process cash and check transactions, including deposits, withdrawals, fund transfers, payments, and disbursements; provide account status and balances; and complete appropriate forms.
Verify member identification, examine checks for endorsement and negotiability, and promptly detect and resolve discrepancies.
Balance the teller drawer and ITMs at the end of the shift and maintain satisfactory transaction, cash difference, void, and adjustment results.
Communicate effectively with members and coworkers and respond promptly to email, voicemail, and other communications.
Maintain current knowledge of credit union products, services, policies, procedures, rules, regulations, and security procedures.
Educate members and explain, promote, and cross-sell products and services that meet their needs; participate in credit union incentives.
Maintain a favorable, clean, safe, and secure environment for members and coworkers, including keeping the work area and equipment clean and secure.
Ensure OFAC, currency reporting, Red Flag, and suspicious activity reports are completed accurately and promptly.
Protect the confidentiality of member information and follow security policies and procedures.
Participate in training, conferences, meetings, and other educational opportunities as requested.
Assist members with online banking access, functionality, and general service inquiries.
Assist members with online certificate applications, conduct member outreach as needed, and ensure required documentation is accurately distributed after certificate completion.
Collaborate with departments to strengthen fraud prevention and protect member assets and sensitive information.
Provide support outside standard business hours to meet member needs, maintain service continuity, and minimize disruptions to access and operations.
Develop and cultivate community relationships.
Perform other duties as assigned.
At Level II and above, guide, train, mentor, or orient Level I specialists; troubleshoot account and service questions; refer inquiries to the appropriate department when needed; make decisions about comments, warnings, altered items, and stale-dated checks after gaining sufficient experience; suggest improvements; and review and process MDC checks while monitoring transactions for potential fraud.
At Level III, assist with balancing and teller corrections, answer member questions, and provide overrides and voids or adjustments when needed; serve as a positive role model and leader; support staff development through coaching, communication, and meetings; maintain an atmosphere that encourages cross-selling and a positive attitude; and apply advanced knowledge of products, services, policies, procedures, and regulations to assist members and employees.