Virtual Experience Specialist- Durand Branch

Description

Department

Virtual Experience Department

Reports To

Virtual Experience Manager/VP of Member Experience/Chief Member Experience Officer

Telework Available

No

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 5

Level II: 5

Level III: 6

To assist the credit union in achieving its mission statement: “
PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”, the Virtual Experience Specialist is responsible for performing a broad variety of member service activities via the interactive teller machines with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner.
Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Universal Employee.

Current Level

Teller Initials

Manager Initials

Date

? 90 Day Introductory Period with $5,000 Cash Limit

? Virtual Experience Specialist I with $10,000 cash limit; minimum 90 days working at PFCU

? Virtual Experience Specialist II with $50,000 cash limit; minimum 12 months working at PFCU

? Virtual Experience Specialist III with $125,000 cash limit; minimum 5 years working at PFCU or similar experience

* NOTE:

advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Virtual Experience Specialist. Experience will also determine how soon an employee may advance to the next level of the position.

• Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.
• Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member transactions.
• Completes transactions utilizing PFCU service standards through our interactive teller machines (ITMs). To include processing transactions using cash and checks; deposits, withdrawals, transfers funds, makes payments and disburses funds. Provide members with account status, including current balances. Understand and complete appropriate forms needed to assist member. Able to find errors with minimal help beyond introductory period.
• Verify member ; examine checks for endorsement and negotiability. Detect and resolve discrepancies promptly.
• Balances drawer and ITMs at end of shift.
• Maintains transactions average, overs/shorts, and voids/adjustments at a satisfactory or greater level; refer to individual scorecard.
• Use necessary formats to effectively communicate with members and coworkers. Promptly respond to all forms of communication including emails and voicemail.
• Maintain an up-to-date comprehensive knowledge of all credit union products and services. Maintains an up to date and comprehensive knowledge on all related policies, procedures, and rules & regulations, including security procedures.
• Assume responsibility for member education. Promote, explain and cross-sell other credit union products and services that would benefit the members current needs. Actively participate in Credit Union incentives.
• Ensures that the Credit Union’s image is favorable and clean, reflecting a sound and secure financial institution; practice sound housekeeping procedures, safety measures, and provide a pleasant atmosphere for members and co-workers.
• Ensure that OFAC, currency reporting, Red Flag…