Member Experience Officer II

Our Core Values

The credit union is a values-driven organization. Our Core Values are at the center of everything we do and are the driving force behind our mission: We help people and communities prosper.

1. 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.

2. 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.

3. Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.

4. 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

Department

Retail Branches

Provides an exceptional Member experience throughout our communities. The ideal candidate provides detailed information and promotes credit union products and services to build relationships. This includes, but is not limited to, processing transactions, placing Members in appropriate account and loan products, cross-selling other credit union services, and referring Members to other departments as appropriate. Demonstrates the leadership of day-to-day operations and the leadership of Team Members on the teller Line. Creates an environment of trust by “doing what’s right.”

Essential Duties

• Accurately processes financial transactions including deposits, withdrawals, transfers, payments, and general ledger entries while maintaining a cash drawer.
• Provides services to Members, 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 sales techniques to deepen Member relationships, often while processing transactions.
• Maintains responsibility for all cash controls and follows proper balancing procedures, including cash orders and shipments.
• Maintains knowledge of products, fees and policies and stays current on offerings for product and solution recommendations.
• Establishes new memberships, additional deposit accounts, savings accounts, loan requests, and loan fundings as requested by the Member when the Financial Solutions Officer is unavailable or when self-sourced.
• Aids with document imaging including scanning of Member information, new account documentation and uploading documents from a centralized location to the imaging system. May also be required to provide quality control.
• Provides coverage in all assigned areas of branch operations where service or assistance is needed, including but not limited to new accounts and teller line.
• Implements and maintains ongoing training programs to enhance individual development.
• Understands the role in sales growth and meets branch-assigned and individual goals.
• Performs other duties as assigned.

Supervisory Responsibilities

• Provides coverage for the leadership of branch operations in the absence of the Assistant Branch Manager including but not limited to, approvals, teller cash counts, certifications, new and closed account reports, CTR filings, suspicious activity reporting, elder abuse reporting, and staff adherence to company policies and procedures.
• Maintains a significant lobby presence focusing on Member relations and Team Member development.
• Ensures service levels at the branch through Member feedback, surveys, and on-the-spot coaching opportunities.
• Receives and responds to inquiries and complaints, resolving both Team Member and
• Member problems whenever possible.
• Conducts periodic meetings for branch Team Members to inform them of policy and
• procedures changes and developments, and to provide a communication base for
• problems, discussions, ideas, etc.
• Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; addressing complaints and resolving problems.
• Carries out supervisory responsibilities in accordance with the credit union's policies, and in the spirit of Valley Strong’s mission and values.

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.

Education

Min/Preferred

Education Level

Description

Minimum

2 Year / Associate's Degree

Or equivalent from two-year college or technical school and five years related experience; or working toward a degree and experience.

Experience

Minimum Years of Experience

Comments

5

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.

The Team Member occasionally must lift and/or move up to 10 pounds. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Skills and Abilities

Must be able to process transactions in an efficient manner. Must be able to communicate policies and procedures to Members in an easily understood and professional manner.

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.