Virtual Member Experience Representative

FUNCTIONS

• Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions, cross selling, or referring members for specific services which support the Credit Union’s Vision and Core Values.
• Actively contribute to the success of the Credit Union by working positively within the department and supporting achievement of organizational goals.
• Responsible for opening all types of deposit accounts via video, including but not limited to, share, share draft, individual retirement accounts, money market accounts and certificates of deposits.
• Responsible for basic and complex member services directed video transactions related to member accounts. Including but not limited to; share transfers, and loan payments, contact information updates, adding joint owners or beneficiaries, etc.
• Responsible for all basic and complex member services directed video inquiries including, but not limited to account information of loans, shares, share drafts, share certificates, money market accounts, IRA rates, lending rates and terms, NADA valuation of used autos, and Shared Branching.
• Responsible for account maintenance such as processing check orders, processing orders for Visa Debit card applications, wire transfer request, as well as assisting members in enrolling in MVOnline and MVMobile.
• Must have thorough knowledge of all consumer loan products, including GAP and Debt Cancellation products. Interview loan applicants, assist members with applications, counseling on collateral, procedure, policies and alternatives via video. Responsible for work up of loan applications including credit, income, and employment verifications, validating debt to income (DTI) ratios, etc.
• Responsible for scheduling and performing loan closings, appraising applicants of all pertinent loan data, including but not limited to the disclosure of terms, payment amounts, dates, methods of repayment, and insurance available or required.
• Comply with corporate appearance standards related to on-camera member service (as described under ‘prerequisites for the position’ below).
• Exercising independent judgment within authority in regards to problem resolution.
• Other duties as assigned.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES

• Basic computer skills to include the Microsoft Office suite
• Typing skills (60wpm minimum)
• Outgoing and energetic attitude
• Excellent problem-solving capabilities
• Attention to detail
• Ability to multi-task
• Ability to communicate effectively both verbally and in writing
• Adaptability to changing technology
• Ability to follow instruction

PREREQUISITES FOR THE POSITION

• Minimum Education: High school graduate or equivalent.
• Minimum Experience: Six (6) months experience as a MVFCU Member Experience Representative with demonstrated competence in all aspects of the position or one year related experience in a financial institution. One (1) year of public contact. Prior experience with MVFCU may be considered in lieu of a portion of the above experience.
• Personal Characteristics: Must be of the highest integrity and with personal habits above reproach. Must practice confidentiality. Must be a mature person with sound judgment. Must have the ability to meet and work effectively with people of varying levels of education and experience and be able to communicate, both written and orally with same. Must have a high degree of self-motivation, and organizational skills with the ability to work independently and making sound decisions. Must be able to take directions and seek the council of supervisor as necessary.
• Working Conditions: Continuous alertness, precision, and concentration to ensure accuracy and thoroughness of documents and transactions. Exposed to potentially hazardous conditions, i.e., robbery. This position may require extended or irregular hours. Continuous standing and/or sitting for long periods of time when providing member services or performing other duties related to the position. Occasional lifting up to 50 pounds. Occasional bending, squatting or kneeling to reach supplies at ground level. Continuous use of hands in repetitive tasks such as simple grasping, twisting/turning of wrist; finger dexterity to perform various accounting duties such as a ten-key calculator, typing, and entering data into the computer system.
• Virtual Appearance Standard: Business casual (Section 720 of Employee Handbook) with a designated MVFCU logo wear shirt approved for on-camera member service. The MVFCU logo must be visible at all times. Jewelry to be small and simple. Hair neatly styled and pulled back and away from the eyes.

Job Type: Full-time

Pay: $21.17 - $29.88 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $21 - $30