Member Experience Specialist Ii

POSITION SUMMARY STATEMENT

The Member Experience Specialist position is a first point of member contact for branch, online or Contact Center. The candidate offers member information, assistance and solutions addressing financial needs and challenges via email, phone or written correspondence. This role also requires great communication skills but also patience and some leadership skills to resolve complicated member issues. Candidate must be fully versed in all of our products and services and able to effectively cross-sell.

PRIMARY DUTIES AND RESPONSIBILITIES:

•  Responsible for knowledge and expertise in utilizing member interface technology, electronic delivery systems and numerous software applications used by the Credit Union
• Process member transactions by electronic delivery systems
• Assists/Advises members by electronic delivery systems with new account services (including additions or changes in member accounts).
• Proactively cross sells by identifying sales opportunities and follows referral procedures
• Responds to member inquiries to identify issues and needs and propose solutions in a courteous, timely manner.
• Projects a positive and highly professional image of the Credit Union by providing high quality member service
• Protects the confidentiality of all financial data relating to bank operations and its members.
• Implements and complies with credit union policy and procedure
• Researches account information to resolve member inquiries
• Provides coverage to other member service branches/departments as necessary
• ATM/Debit Card POS increases and PIN resets
• Participates in annual Student Drives and mini-Membership Drives
• Achieves established goals, both individual and departmental
• Handles daily account maintenance and other services issues as necessary
• Keeps current on changes in technology, electronic and alternative delivery methods
• Assess member loan needs from start to finish starting with loan type, ancillary product review and submission of application.
• Originate and process consumer, home equity and Visa applications including submitting applications running credit reports; processing income requirements; reviewing debt and collecting all necessary documents.
• Open IRA accounts and accept annual contributions.
• Serves as internal and external support for the credit union’s online questions, bill payment and mobile banking.
• Initiate wire transfers (domestic and international) for members
• Assist with onboarding of new employees
•  Product ordering, scanning of document and member records, GL and check reconciliations, process payments, travel alerts, address changes, ATM/Debit Card POS increases and PIN resets

SKILLS/QUALIFICATIONS

• Complete and pass all product and services certifications
• Strong communication and interpersonal skills
• Excellent member (customer) and quality service skills
• Detail oriented
• Strong analytical skills
• Accurate typing skills, mathematical ability
• Good working knowledge of PC’s and familiarity with MicroSoft software
• Familiarity with office equipment preferred
• Comfortable providing customer service in a virtual environment
• Ability to build relationships and strong alliances across the organization
• Keeps current on changes in technology, electronic and alternative delivery methods
• Proficient verbal and written communication skills

CHARACTERISTICS AND BEHAVIORAL STANDARDS

• Project a positive image for Credit Union. Display professional behavior, attitude, appearance and dress
• Complies with all policies and procedures of MIT and MIT Federal Credit Union

EDUCATION/EXPERIENCEREQUIREMENTS

• Minimum of three (3) years’ experience required, financial services preferred.
• Cash handling, credit card transactions, balancing all preferred. One or more (1+) years preferred
• High school diploma or equivalent certificate of education required