Member Experience Representative I

OUR CORE VALUES

The credit union is a values-driven organization. They guide behavior as they create our desired culture.

• Everyone Counts - We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.
• Innovate Boldly – We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.
• Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.
• Own It – Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

POSITION SUMMARY

Provides exceptional Member experience throughout our communities. The ideal candidate provides detailed information and promotes credit union products and services to build relationships. Processes monetary transactions within assigned limits, maintains accurate records and balances each day’s transactions in accordance with established policies and procedures. Proactively engages with Members to identify products and services designed to assist them in achieving their financial goals. Answer questions, and direct Members to appropriate department for specialized services. Team Members are empowered to make the Member experience effortless and seamless.

ESSENTIAL DUTIES

• Ability to process financial transactions including deposits, withdrawals, transfers, payments, and general ledger entries while maintaining a cash drawer.
• Provides services to Member, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub-shares, and debit card issuance.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Utilizes basic sales techniques to deepen existing Member relationships, often while processing transactions.
• Maintains responsibility for all cash controls and follows proper balancing procedures.
• Identifies Members’ needs, cross-sells and refers Members to appropriate business partners.
• Recommends alternative channels such as online, mobile, and digital solutions.
• Identifies and reports fraudulent activity to prevent potential loss to credit union.
• Assists in the proper operation of the ATM and Teller Cash Dispenser units including, but not limited to, replacing receipt cartridge, clearing a blockage, etc.
• Checks acceptance approval within assigned limits.
• Ensures confidentiality of all Member and credit union information.
• Efficiently and accurately processes all Member transactions on multiple systems.

• Reviews and maintains knowledge of products, fees and policies, and stays current on offerings to make product suggestions with assistance.
• Understands the role in sales growth and meets branch-assigned and individual goals.
• Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

EDUCATION: High School or GED required.

EXPERIENCE: Minimum 1-3 years of prior experience in a banker role at another financial institution or customer relationship building role preferred.

LANGUAGE SKILLS

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members and other Team Members at the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute dividends and interest.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written or oral form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES

Ability to use calculator and enter data on a PC using Fiserv 95% of the day posting transactions. Must be able to process a minimum of 13 transactions per hour. Must be able to communicate credit union policies and procedures to Members in an easily understood and professional manner. Ability to be bonded.

Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.