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TBA Credit Union · 2 weeks ago

Member Experience Representative

Traverse City, MI

Full-time

Onsite

New Grad, Entry Level

$18/hr - $22/hr

TBA Credit Union is committed to serving the community and building trusted relationships. The Member Experience Representative will provide excellent member service, assist with financial transactions, and promote products and services to enhance the digital member experience.

BankingCredit CardsFinancial ServicesLending

Responsibilities

Support members with ITM and video services

Actively promote additional products and services to enhance the member relationship

Accurately process all types of transactions including deposits, payments, transfers, and withdrawals, verifying signatures and member balances as needed

Answer member inquiries courteously and promptly by providing accurate and timely information

Provide routine information on credit union products and services

Build positive relationships with members by assessing needs and recommending appropriate financial solutions

Provide member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, online loan payment portal and digital communication channels

Meet established expectations

Maintain thorough knowledge of credit union, policies, and standards as well as all applicable federal and state laws and regulations

Maintain comprehensive knowledge of credit union products, specifically as they relate to deposit services

Track pending and approved sales using credit union’s data processing system

Maintain a positive and cooperative approach towards work and working with team members and members

Maintain confidentiality by avoiding unauthorized disclosure of member information

Ability to be bonded

Ability to clear credit and criminal history check

Ability to clear security screening for area schools to be onsite with students

Comply with the U.S Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures

Comply with the Gramm-Leach-Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, systems, and locations

Determine the nature of in person visits and announce member, vendor, etc. to the appropriate team member

Participate in promotions

Balance cash drawer and cash recycler nightly

Assist with balancing ITM’s/ATM

Process night/mail deposits

Facilitate SRCU program at assigned schools. Training and working with students, setting up and tearing down deposit days, balance and close out SRCU programs

Participate in beta tests for new e-services including mobile app, online banking and more

Assist members with safe deposit boxes

Assist members with product and service enrollment, including self-service tutorials, and troubleshooting

Educate and respond to member inquiries regarding fraud

Facilitate general IRA/HSA transactions including contributions and disbursements

Assist members with general member service, completing follow-up as required

De-escalate members and provide solutions

Qualification

Customer serviceFinancial product knowledgeE-services supportMicrosoft Office SuiteTime managementMath applicationsTeamworkCommunication skillsProblem-solvingSelf-motivation

Required

Contribute to the team and membership with professional and courteous behavior

Service focused behavior with strong commitment to excellence

Self-motivated and willingness to learn new technology and applications

Ability to remain calm under pressure

Ability to work as a part of a team

Ability to lead and organize a group of 12-16 students

Must have reliable transportation to offsite locations, if applicable

Possess good time management and organizational skills

Possess excellent listening, clear verbal, and professional written communication skills

Sound understanding of math applications

Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite

Ability to be bonded

Ability to clear credit and criminal history check

Ability to clear security screening for area schools to be onsite with students

Comply with the U.S Patriot Act and the Credit Union's Bank Secrecy and OFAC Policies and Procedures

Comply with the Gramm-Leach-Bliley Act and the Credit Union's Information Security program, maintaining the privacy and security of information, systems, and locations