Lead Member Experience Specialist

Description

The Lead Member Experience Specialist (MES) will provide leadership support by supervising and coordinating the daily functions of our Member Experience Specialists. The Lead will provide back up and support to the MES and will serve as first point of contact to assist with escalated member interactions. This role will assist with MES growth and development and will help achieve department goals through coaching sessions.
The Lead MES will effectively assess individual member inquiries and provide solutions that meet member needs and credit union objectives. Provide member education and identify cross selling opportunities with an emphasis on strengthening member relationships.

Responsibilities

• Open various new accounts, process necessary information and educate the members 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 that might benefit them.
• Assist with wide variety of member services including open/close Shared Certificates, assist members with checkbooks, process credit card/loan applications for members, solve fraud issues, notary, close accounts, etc.
• Assist members with opening CD’s & 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.
• Responsible for opening/closing branch in the absence of manager/supervisor
• 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

Requirements:

• 3 years + of similar or related experience
• Must have banking or credit union industry experience, leadership experience preferred
• A high school degree or GED is required
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions
• Must be able to perform job functions independently and with limited supervision
• Must be willing to transfer current or obtain registration through NMLS

Pay Range & Work Schedule:

• This position is a Tier 7, with a pay rate ranging from $23.00- $29.00 per hour
  • The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience
  • The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto, CA using the greater Central Valley area for our pay range calculations
• Full Time, typically 36-40 hours per week. Schedule will be based around branch's hours of operation, which are as follows:
  • Monday to Thursday- 9am to 5:30pm
  • Friday- 9am to 6pm
  • Saturday- 9am to 1pm
  • Flexibility to occasionally work early or late hours, typically with advance notice