Member Experience Representative

Position Summary

Via Credit Union is seeking a Member Experience Representative. The Representative provides member support, information and service, in a call center, concerning the credit union and its products and available services to credit union members and potential members ensuring the highest quality of member service.

• Tues - Thurs: 8:15 - 4:30
• Friday: 8:15 - 5:00
• Saturday: 8:15 - noon

* Unless otherwise specified

As a financial institution, Via Credit Union requires its employees to successfully pass a comprehensive background check and be in good financial standing as a condition of employment and to remain in such standing. “Good financial standing” means that the employee is current on all payments due to Via Credit Union or any other creditors and is in compliance with all applicable laws relating to financial crimes.

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Via Credit Union was founded in 1936 and has grown to serve members in 6 branches and 12 Field of Membership Counties*.

People helping people achieve financial success.

Via Credit Union is committed to member service while maintaining financial stability.

• Honesty and Integrity
• Service Beyond Expectations
• People First
• Committed to Serve
• Foster Growth & Knowledge
• Excellence
• Have Fun

* Field of membership counties:
Blackford, Delaware, Grant, Hamilton, Howard, Huntington, Kosciusko, Madison, Miami, Tipton, Wabash, and Wells

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Providing general and specific service-related information by phone, live chat, and all other electronic member contact points to potential and existing members concerning the Credit Union’s products, services and policies. Provides information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, current promotions, branch locations and hours, and services.
• Educating members on use of Credit Union convenience products including online banking, mobile banking, remote deposit capture, Shared Branching, ACH, ATMs, telephone banking, debit cards, ATM cards, VISA and Phone Payments (ECM.TRAN).
• Taking ownership of member issues to resolution, working with other departments as needed.
• Communicates information in a manner that safeguards the Credit Union and maintains positive member relations. Escalates issues outside of authority level properly, providing all pertinent information.
• Expertly handling routine member requests including ordering and statusing ATM, Debit cards and VISA cards, EFT and EFT transfers, automatic payment transfers, IRA & HAS transfers and withdrawals, ordering checks, processing phone payments, account balance and history information, dispersing calls as needed, and account reconciliation assistance.
• Troubleshooting reported fraud and advising members of next steps.
• Keeping current on policies, procedures and changes pertaining to the Retail Delivery channel by using the Intranet/Internet, e-mail and other training and information tools available. Keeps abreast of changes in general policies and procedures, products, and rates.
• Follow established quality control practices to ensure error-free work.
• Adhering to safety and security programs designed to minimize loss relating to fraud. Follows and contributes to effective Credit Union security by monitoring all Retail Delivery functions and ensures that member information and computer…