Member Experience Representative at TBA Credit… · Traverse…

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Provide excellent in person and digital member service experiences. Promote products and services, with specific regard to the digital member experience, to enhance convenience and peace of mind while saving our members time and money. Perform duties effectively and accurately in accordance with the credit union’s service standards.

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

1. I will provide an immediate and friendly greeting.
2. I will service you with a smile.
3. I will address you by name.
4. I will give you my full attention.
5. I will make recommendations to improve your financial well-being.
6. I will treat you with courtesy and respect.
7. I will thank you for your business.
8. I will respond to messages before the end of the day.

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must satisfactorily perform each essential duty.

• Support members with ITM and video services.
• Actively promote additional products and services to enhance the member relationship.
• Accurately process all types of transactions including deposits, payments, transfers, and withdrawals, verifying signatures and member balances as needed.
• Answer member inquiries courteously and promptly by providing accurate and timely information.
• Provide routine information on credit union products and services.
• Build positive relationships with members by assessing needs and recommending appropriate financial solutions.
• Provide member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, online loan payment portal and digital communication channels.
• Meet established expectations.
• Maintain thorough knowledge of credit union, policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain comprehensive knowledge of credit union products, specifically as they relate to deposit services.
• Track pending and approved sales using credit union’s data processing system.
• Maintain a positive and cooperative approach towards work and working with team members and members.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Ability to be bonded.
• Ability to clear credit and criminal history check.
• Ability to clear security screening for area schools to be onsite with students.
• Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations.

DUTIES & RESPONSIBILITIES

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Provide member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, online loan payment portal and digital communication channels.
• Determine the nature of in person visits and announce member, vendor, etc. to the appropriate team member.
• Participate in promotions.
• Balance cash drawer and cash recycler nightly.
• Assist with balancing ITM’s/ATM.
• Process night/mail deposits.
• Participate in beta tests for new e-services including mobile app, online banking and more.
• Assist members with safe deposit boxes.
• Assist members with product and service enrollment, including self-service tutorials, and troubleshooting.
• Educate and respond to member inquiries regarding fraud.
• Facilitate general IRA/HSA transactions including contributions and disbursements.
• Assist members with general member service, completing follow-up as required.
• De-escalate members and provide solutions.

QUALIFICATIONS & EXPECTATIONS

The requirements listed below are representative of the expectations and qualifications of the person performing this job.

• Contribute to the team and membership with professional and courteous behavior.
• Service focused behavior with strong commitment to excellence.
• Self-motivated and willingness to learn new technology and applications.
• Ability to remain calm under pressure.
• Ability to work as a part of a team.
• Ability to lead and organize a group of 12-16 students.
• Must have reliable transportation to offsite locations, if applicable.
• Possess good time management and organizational skills.
• Possess excellent listening, clear verbal, and professional written communication skills.
• Sound understanding of math applications.
• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.

PHYSICAL REQUIREMENTS

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

• Ability to lift up to 25 pounds.
• Able to sit or stand for 2-4 hours at a time.

WORK ENVIRONMENT

• Onsite work within credit union branch, face to face with members.
• Travel to and from credit union branch and participating schools for SRCU facilitation, if applicable.
• Must maintain a neat and orderly work area.
• Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.

EDUCATION & EXPERIENCE

• High school diploma or equivalent, preferred.
• Previous experience in customer service, preferred.
• Ability to communicate in both English and Spanish, preferred.
• Working knowledge of e-services including online banking and bill pay programs, preferred.

INTENT AND FUNCTION OF POSITION DESCRIPTIONS

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.