Member Experience Coordinator

Role

Responsible for accurately processing financial transactions and assisting members in the lobby or drive-thru and by phone and email. Provides friendly, professional, and confidential service to members while minimizing wait time. Assists members with a variety of products and services.

Major Duties and Responsibilities

35%

Obtains member information and inputs or updates information into the core system. Opens various new accounts, share certificates, IRAs, and specialty accounts. Educates members about products and services focusing on benefits from using needs-based conversation skills. Assists with a wide variety of member services including account questions, fraud and dispute issues, safe deposit boxes, stop payments, and notary services. Processes business account requests. Assists with FSR and manager tasks including loan post close processes such as scanning and filing loan documentation as needed.

30%

Demonstrates efficiency with financial transactions for shares, checking, and loans; receives funds, posts transactions, and processes withdrawals as requested. Processes redemption for bonds. Verbally confirms intended transactions with members to assure needs are met and errors are minimized. Balances cash drawer daily to assure accuracy in transactions and notifies supervisor regarding any outages. Follows established procedures for accepting checks, determining appropriate holds, and negotiating checks on member accounts. Effectively processes shared branching transactions according to Shared Branching Operating Rules and Regulations.

25%

Answers incoming calls and emails and helps maintain a high service level. Assists with senior teller duties and responsibilities as needed. Responsible for meeting personal sales and service goals.

5%

Complies with all company policies, procedures, and service standards. Complies with applicable laws and regulations.

5%

All other job responsibilities as assigned by management.

Knowledge and Skills

Experience

Two years of teller experience and customer service experience in the financial industry required. Experience in sales, opening accounts, and / or consumer lending preferred.

Education / Certifications / Licenses

High school degree or GED required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and / or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and / or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.

Other Skills

Must be bondable. Good written and verbal communication skills. Ability to multitask. Logic and reasoning skills. Time management skills. Microsoft Office.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.

Mental and / or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and / or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

ASE Credit Union is an Equal Opportunity Employer