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Dover Federal Credit Union · 3 months ago

MEMBER EXPERIENCE SPECIALIST

New Castle Branch

Full-time

Onsite

Entry Level

1+ years exp

Dover Federal Credit Union is committed to delivering Legendary Service and is seeking a Member Experience Specialist to provide exceptional service to its members. The role involves welcoming members, performing clerical duties, and ensuring compliance with regulations while meeting sales and service goals.

BankingCreditCredit BureauFinancial ServicesLending

Diversity & Inclusion

Responsibilities

Deliver service, to both internal and external members, in alignment with the credit union’s Service Promises

Perform all essential functions of the Member Experience Representative I & II positions

Meets all established sales and service goals, ethically referring appropriate products and services to the membership

Possess adequate product knowledge as measured by the annual product knowledge certification assessment

Provide routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers

Receive and announce guests and members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc

Answer telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained

Scan and ensure all critical member related documentation is archived within the imaging system, accurately and in a timely manner

Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member

Process membership deposit applications, establish new accounts for eligible members, and ethically cross-sell products and services that best meet the financial needs of the member

Meet minimum requirements for the position as set forth on the Branch Scorecard

Perform operational duties as requested by management, covering other branches as requested

Process orders for ATM/debit cards, including Instant Issue, PIN mailers, and check orders

Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution

Perform basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/ statements, etc., utilizing appropriate operating systems or programs

Participate in Financial Literacy/BVS classes as instructed by management, and actively engage with in-branch training and educational classes/sessions

Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements

Coordinate with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors

Prepare and communicate external and internal correspondence to members/team members as directed via proper channels

Ensure all branch files, references, and correspondence are kept up-to-date, in conjunction with the training and marketing departments

Qualification

Member service skillsInterpersonal skillsMathematical skillsTyping skillsTactDiplomacyOrganizational skillsTeamwork skills

Required

Requires completion of high school education, plus appropriate specialized training

Requires intermediate mathematical skills (calculations and concepts involving percentages, fractions, decimals, etc.)

Requires at least 6 months of related experience (i.e. excellent member service skills, attentiveness, organizational skills, and tact & diplomacy in dealing with guests, members, and team members, etc.)

Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, guests, callers and team members

Requires basic typing/word processing skills

Requires compliance with all credit union policies, procedures, and regulations