Member Experience Representative 

Job Description

REQUIREMENTS

• High school graduate or equivalent. Work-related experience or related college degree preferred.
• A minimum of 2 years of work-related experience in a full-service financial institution or experience in a related position in a related field. Prefer at least two years supervisory or lead employee experience.
• knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• Working knowledge of regulations applicable to essential responsibilities.
• Effective communication skills across all levels of audience.
• Knowledge of MS Office products (Word, Excel, Outlook), and Symitar for Windows (Episys).

RESPONSIBILITIES

• Build relationships with members and identify opportunities to refer credit union products and services.
• Provide exceptional member service to all members of the credit union through various communication channels, including calls, chats, secured messaging, and other tasks within the department. Focus on educating members on digital self-serve options to create the best member experience possible.
• Assist members with inquiries regarding their accounts, products, and services, and navigating through online banking and other digital services.
• Resolve member issues and concerns, including fraud prevention and operations-related items, in a timely and effective manner, including those related to digital services.
• Accurately and efficiently process member transactions, including those conducted through online banking and other digital channels.
• Ensure compliance with all credit union policies and procedures, including those related to online banking and other digital services.
• Actively promote credit union products and services to members, including those related to online banking and other digital self-serve options.
• Participate in ongoing training to stay current with credit union products and services, including those related to digital services and product referrals.
• Perform other duties as assigned.

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