Member Experience Officer II

Our Core Values

The credit union is a values‑driven organization. Our Core Values are at the center of everything we do and are the driving force behind our mission:
We help people and communities prosper.

• Everyone Counts - We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.
• Innovate Boldly – We dream big, challenge the status quo, move with agility, and embrace data‑driven decisions. We listen and continuously make the impossible possible.
• Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.
• Own It – Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

Retail Branches

Provides an exceptional Member experience throughout our communities. The ideal candidate provides detailed information and promotes credit union products and services to build relationships. This includes, but is not limited to, processing transactions, placing Members in appropriate account and loan products, cross‑selling other credit union services, and referring Members to other departments as appropriate. Demonstrates the leadership of day‑to‑day operations and the leadership of Team Members on the teller line.

Creates an environment of trust by “doing what’s right.”

• Accurately processes financial transactions including deposits, withdrawals, transfers, payments, and general ledger entries while maintaining a cash drawer.
• Provides services to Members, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub‑shares, and debit card issuance.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Utilizes sales techniques to deepen Member relationships, often while processing transactions.
• Maintains responsibility for all cash controls and follows proper balancing procedures, including cash orders and shipments.
• Maintains knowledge of products, fees and policies and stays current on offerings for product and solution recommendations.
• Establishes new memberships, additional deposit accounts, savings accounts, loan requests, and loan fundings as requested by the Member when the Financial Solutions Officer is unavailable or when self‑sourced.
• Aids with document imaging including scanning of Member information, new account documentation and uploading documents from a centralized location to the imaging system. May also be required to provide quality control.
• Provides coverage in all assigned areas of branch operations where service or assistance is needed, including but not limited to new accounts and teller line.
• Implements and maintains ongoing training programs to enhance individual development.
• Understands the role in sales growth and meets branch‑assigned and individual goals.
• Performs other duties as assigned.

• Provides coverage for the leadership of branch operations in the absence of the Assistant Branch Manager including but not limited to approvals, teller cash counts, certifications, new and closed account reports, CTR filings, suspicious activity reporting, elder abuse reporting, and staff adherence to company policies and procedures.
• Maintains a significant lobby presence focusing on Member relations and Team Member development.
• Ensures service levels at the branch through Member feedback, surveys, and on‑the‑spot coaching opportunities.
• Receives and responds to inquiries and complaints, resolving both Team Member and Member problems whenever possible.
• Conducts periodic meetings for branch Team Members to inform them of policy and procedure changes and developments, and to provide a communication base for problems, discussions, ideas, etc.
• Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; addressing complaints and resolving problems.
• Carries out supervisory responsibilities in accordance with the credit union’s policies, and in the spirit of Valley Strong’s mission…