MEMBER EXPERIENCE OFFICER

Description

General Summary

The primary purpose of this position is to deliver Legendary Service by projecting a positive image as a Member Experience Officer for Dover Federal Credit Union by performing a broad variety of member service functions, sales and service goals, and providing the ultimate member experience with product penetration through financial literacy and member satisfaction.

Essential Functions

• Perform all essential functions of the Member Experience Specialist position.
• Meets all established sales and service goals, ethically referring appropriate products and services to the membership.
• Meet minimum requirements for the position as set forth on the individual and Branch Scorecard.
• Possess adequate product knowledge 
• Receive and check in members or potential members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.
• Provide prompt, efficient, accurate, professional, member service in a courteous and ethical manner.
• Process membership applications, loan applications, and ethically cross-sell products and services that best meet the financial needs of the member.
• Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member.
• Provide assistance, research and resolve all member related situations in an accurate and timely manner.
• Scan and ensure all critical member related documentation is archived within appropriate system, accurately and in a timely manner.
• Perform operational duties as requested by management, covering other branches as requested
• Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution.
• Assist management with monthly audits and security checklist.
• Participate in Financial Literacy, BVS, and Wednesday training as instructed by management.   
• Perform outbounds calls as required by management. 
• Develop outbound pipeline to establish cordial relationships with members to sustain member relations and retention. 
• Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.
• Provide Notary service 
• Provide marketing and promotional suggestions to increase member engagement. 
• Participate in marketing/community events and branch-related activities to increase member experience and culture.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Requirements

• At least 3-4 years of customer service experience, required.
• At least 2-3 years of experience in a financial institution preferred.
• Requires education equivalent to a four-year high school education.
• Requires professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the Credit Union.
• Requires knowledge of consumer loan policy, credit-granting criteria, and interest rates. Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.
• Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members.
• Requires intermediate working knowledge of PC and applications (MS Office). 
• Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
• Requires compliance with all credit union policies, procedures, and regulations.

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.

While performing the duties of this job, the employee must have the ability to continuously stand and/or walk with minimal sitting. The employee will also be required to use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 50 pounds.