Member Experience Specialist - FloatThe Member Experience Specialist will deliver exceptional member service through remote channels, addressing members' needs and enhancing their overall experience. This role will ensure that all interactions are aligned with the credit union's goals and values, while efficiently servicing our members. This position involves identifying the needs of our members while providing personalized solutions to promote the Credit Union's products and services and to assist with a variety of member service- related activities such as opening accounts; including IRAs and CDs, loan applications, and assist members with online banking needs. This individual will foster an environment that produces exceptional member service in accordance with MCCU's Passion Statement. Corporate Competencies Member Service and Value Deliver exemplary service internally and external in accordance with the credit union's service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution. Accountability/Accuracy/Efficiency Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display self-motivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure. Team Player Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others. Decision Making Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained. Communication Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, project management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refer inquiries to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.
Essential Duties:
Performance Responsibilities Responsibilities and duties related to this function are:
Identify the needs of existing and prospective members to provide tailored solutions, including opening accounts, processing loan applications, and offering online banking products and services.
Research and resolve timely any issues related to member accounts.
Handle all account packages and documentation promptly and efficiently.
Conduct routine new account screening to ensure compliance with CU policies and federal regulations.
Complete all required tracking forms for loans and member services.
Manage the member service and personal Tracker queue on a daily basis.
Responsible for maintaining all member follow-ups in a timely manner.
Complete member verification forms as required.
Provide Notary service as needed.
Process, disburse and close on all loan applications.
Demonstrate teamwork through positive interactions with all co-workers.
Actively engage and participate in Credit Union promotions while meeting cross sale goals.
Other Duties as assigned.
Environment and Physical Activity:
The incumbent is in a non-confined office type setting in which he or she is free to move about at will. The position includes driving to MCCU branches which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 50 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. The incumbent for this position may operate any or all of the following: telephone, cellular telephone, smart phone device, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, scanning equipment, encoder, money counter, credit card terminal, typewriter, computer terminal, laptop computer, personal computer and related printers, or other equipment as directed. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 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.
Mental Demands:
The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, member and vendor contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.
Qualifications:
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines. Prior teller or banking experience High School diploma required Obtain Financial Counseling Certification within first year of being in the role Member service, consumer loan and mortgage loan origination experience preferred Member service oriented with the enthusiasm to provide high quality service Excellent oral and written communication skills Be eligible and meet the standards to obtain NMLS licensing
Other Requirements:- Perform teller duties to support the team
- Other miscellaneous office functions i.e. ordering supplies, service calls
- Saturday and after-hours rotation when necessary
