Interactive Member Service Officer

Job Details

Description

Interactive Member Service Officers provide member service in an expedient, accurate, professional and courteous manner through our video channels. They have a thorough knowledge and understanding of all credit union products and services and how they fit into members financial goals. Utilizing different video channels they will assist members by processing transactions through our Interactive Teller Machines, completing all phases of the loan process and establishing new accounts. Staff in the E-Service Center demonstrate exceptional member service standards, are professional and friendly at all times, and are willing to work flexible work shifts to accommodate extended operating hours and business needs of the E-Service Center.

This position is located at our DeBarr Branch (4020 DeBarr Rd.) and is not eligible for remote work.

Essential Job Functions

• Serves the members in a professional, courteous, efficient manner through prompt handling of all transaction requests. Demonstrates exceptional member service standards with both internal and external members.
• Responsible for all phases of loan origination, interviewing, processing and obtaining all necessary documentation to complete a loan package.
• Clearly communicates the proper use of interactive kiosks and video banking technologies handling member’s objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience.
• Works independently and utilizes effective problem solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides.
• Resolves complex and non-routine inquiries concerning credit union policy and operating procedures; researches and solves member’s problems as time permits, referring more difficult situations to the branch staff or appropriate department.
• Multi-tasks by working with multiple software programs concurrently to accurately complete a transaction, while communicating with a member.
• Actively seeks cross-selling opportunities, selling new or additional products or services that meet member’s needs, and makes appropriate referrals to other areas of the credit union.
• Follows up on opportunities and inquiries from members to further encourage a complete financial relationship.
• Remains up to date and educated on products, services, marketing promotions, policies and procedures.
• Meets or exceeds individual KPIs (key performance indicators) and contributes to E-Service Center departmental goals.
• Performs end of day balancing according to procedures. Adheres to security, audit and compliance requirements.
• Effectively demonstrates Service through CU1LUV in all member interactions. Works closely with Supervisors to improve upon current skills.
  
  

Additional Responsibilities

• Projects a positive attitude during all contacts with members consistent with Credit Union 1’s mission statement and the CU1LUV Pledge in order to maintain and contribute to a high level of member satisfaction.
• Adheres to the credit union’s dress code policy.
• Performs other duties as assigned.
  
  

Qualifications

• Must be a high school graduate or equivalent with minimum one year financial institution experience; consumer loan experience required.
• Must possess excellent communication skills that transcend a video/electronic face to face member environment.
• Must have the ability to consistently meet sales goals.
• Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs.
• Must have strong organizational skills and the ability to work independently while adjusting priorities to meet deadlines in a fast paced environment. Must have the ability to multi-task: staff will be required to use 2-3 software programs concurrently to complete an interaction.
• Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign assets control laws and regulations (OFAC).
  
  

Only applicants who meet the minimum requirements for this position will be considered for an interview. This position is open until filled.

Please note: Employees must have completed 6 months in their current position in a satisfactory manner to be eligible to apply to other opportunities within the credit union. Click here to view the "Promotion & Transfer" standard.

Thank you for your interest in the opportunity with Credit Union 1!

EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.