Member Experience Representative

Position Summary:  Via Credit Union is seeking a Member Experience Representative.  Scheduled hours are Tuesday - Thursday 8:15 - 4:30, Friday 8:15 - 5:00, and Saturday 8:15 - noon, unless otherwise specified.   The Representative provides information and service concerning the credit union and its products and available services to credit union members and potential members ensuring the highest quality of member service. 

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Mission:  People helping people achieve financial success.

Vision:  Via Credit Union is committed to member service while maintaining financial stability.

Values:

• Honesty and Integrity
• Service Beyond Expectations
• People First
• Committed to Serve
• Foster Growth & Knowledge
• Excellence
• Have Fun

Reasonable Accommodations Statement:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Essential Functions:

• Providing general and specific service-related information by phone, live chat, and all other electronic member contact points to potential and existing members concerning the Credit Union’s products, services and policies. Provides information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, current promotions, and branch locations and hours, and services.  
• Educating members on use of Credit Union convenience products including online banking, mobile banking, remote deposit capture, Shared Branching, ACH, ATMs, telephone banking, debit cards, ATM cards, VISA and Phone Payments (ECM.TRAN).
• Taking ownership of member issues to resolution, working with other departments as needed.
• Communicates information in a manner that safeguards the Credit Union and maintains positive member relations. Escalates issues outside of authority level properly, providing all pertinent information.
• Expertly handling routine member requests including ordering and statusing ATM, Debit cards and VISA cards, EFT and EFT transfers, automatic payment transfers, IRA & HAS transfers and withdrawals, ordering checks, processing phone payments, account balance and history information, dispersing calls as needed, and account reconciliation assistance.
• Troubleshooting reported fraud and advising members of next steps.
• Keeping current on policies, procedures and changes pertaining to the Retail Delivery channel by using the Intranet/Internet, e-mail and other training and information tools available. Keeps abreast of changes in general policies and procedures, products, and rates.
• Follow established quality control practices to ensure error-free work.
• Adhering to safety and security programs designed to minimize loss relating to fraud. Follows and contributes to effective Credit Union security by monitoring all Retail Delivery functions and ensures that member information and computer systems are always secure.
• Following and supporting all compliance rules, regulations, and policies.
• Ensuring that the Member Experience Center balances at the close of each day and that all calls have been answered before logging off the phones.
• Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information. Completes annual training, where applicable, to remain current with regulations and compliance procedures. Maintains and demonstrates practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
• Performs other duties as assigned by the Vice President of the Member Experience Center.

Skills & Abilities:

Education:  High School Diploma or equivalent

Experience: No prior experience required, prior contact center and Via Credit Union experience preferred; prior teller experience preferred.

Computer Skills: Basic computer experience required; exceptional telephone skills and ability to handle multiple telephone lines.

Position Expectations:

• Demonstrate and consistently model the ViaCU brand based on the mission, vision, and values.
• Demonstrate honesty and integrity and be seen as credible in the workplace.
• Accept responsibility and be accountable for your actions.
• Demonstrate ability to take care of the members’ needs while following company procedures, resolve issues in difficult situations.
• Demonstrate and model strong interpersonal skills, maintain a positive and respective attitude.
• The ability to formulate sound decisions using the available information.
• Act as a role model within and outside of the department.
• Adhere to company policies and procedures, maintaining confidentiality, and demonstrating the ability to handle sensitive matters.
• Excellent organizational skills and initiative to improve processes.
• Communicate regularly with department head about issues.
• Demonstrate flexible and efficient time management, ability to work independently and prioritize work and complete within given deadlines.

Benefits Summary:

Health, Life & Disability Coverage

• Affordable medical, dental, and vision (employer co-pay)
  • Prescription Drug Plan included in the medical insurance
  • Employee Assistance Program included in the medical insurance
• Flexible Spending Account – Dependent Care & Unreimbursed Medical
• Basic Life Insurance (employer paid)
• Voluntary Life & AD&D
• Long Term Disability (employer paid)
• Travel AD&D (employer paid

Paid Time Off

• Vacation
• Sick: 72 hours annually
  • Unused hours rolled over to a Sick Bank
• Personal: 16 hours annually
• Free Saturday (after 1 year)
• Holidays: 9 paid holidays
• Community Service Day: Employer paid
• Bereavement Pay

Financial & Retirement Planning

• Competitive Pay
• Annual Performance Reviews
• Incentive Pay: Some positions qualify for incentive pay
• 401(k):
  • Safe Harbor Non-Elective (employer paid)
  • Elective Deferral: Employee contribution, minimum of 1%
  • Company Match: Employer contribution, dollar for dollar, up to 3% of annual compensation
  • Discretionary Profit Sharing

Physical Demands:

N (Not Applicable)  Activity is not applicable to this position.

O (Occasionally)  Position requires this activity up to 33% of the time (0 - 2.5 hrs/day)

F (Frequently)  Position requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)

C (Constantly)  Position requires this activity more than 66% of the time (5.5 hrs/day)

Occasionally:  Stand, Reach above Shoulder, Squat or Kneel, Bend, Lift/Carry and Push/Pull 11 -100 lbs

Frequently:  Walk, Climb, Reach Outward, Bend, Lift/Carry and/or Push/Pull 11-20 lbs

Constantly:  Sit, Reach Outward, Manually Manipulate, Visual Accuity, Talk, Hear/Listen, Lift/Carry 10 lbs or less, Push/Pull 12 lbs or less

Not Applicable:  Crawl

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee may be in a fast paced, stressful environment. Some outside environmental conditions, especially while traveling to meetings, training, or meeting with members.  The noise level in the work environment is usually moderate.

Salary : $20