Member Experience Specialist

About the Organization

Billion-dollar credit union serving nearly 80,000 members throughout California's beautiful Central Valley is looking to expand their team. For over 75 years we have been providing superior service for our members and community. As a not-for-profit financial cooperative we believe in banking with a purpose and therefore annually return millions of dollars to our members in the form of better rates, lower fees, and access to fair credit.

We pride ourselves in helping our members achieve their financial dreams. At the end of the day, we are optimists, partnering with our members and community to empower a brighter future. Together, we are doing great things for the community we call home.

The primary responsibilities of a Member Experience Specialist is to expand member relationships by using consultative behaviors in identifying and meeting members' needs by effectively cross-selling all Credit Union products and services. Build relationships with our members, engage members, and educate them about Valley First Credit Unions products and services. Build and complete Relationship Builders and 2×2×2 follow-up for all loan requests and new accounts.

Provide routine to complex information on Credit Union services or policies. Assist members with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. Contribute to member satisfaction and retention. Maintain branch surroundings that reflect the Credit Union's commitment to provide a friendly, respectful, courteous and professional business environment for all Credit Union members. This position takes complete ownership of the members needs while meeting credit union standards.

Contribute to efficient Credit Union operations by performing duties accurately and in a timely manner.

• Use consultative behaviors and language when assisting members. Complete Relationship Builders on every loan and New Account to deepen the relationship and consistent follow-up with the 2×2×2 process. Prepare, update daily Synapsys, and maintain monthly sales reports, which include loans, Debt Protection (DP), and Guaranteed Asset Protection (GAP). Prepare other reports as requested by Management.
• Provide members with loan applications and any other forms necessary to transact business with the Credit Union. May accept, review and process completed loan applications, interview loan applicants; evaluate background information including credit history, employment history, and debt-to-income ratio of applicant. Determine collateral needs and payment plans for approved loans. Cross-sell payment protection, Guaranteed Asset Protection (GAP), and Debt Protection (DP).
  
  Assure that all conditions set for approval have been satisfied, and fund approved loans.
• Open new accounts including: savings, checking, money market, certificates of deposit, business accounts, Individual Retirement Accounts (IRA's), ESA/Trust/Estate/Rep Payee/UTTMA/Guardianship and Blocked accounts. Assist members with completing direct deposit/transfer forms, fraud and dispute forms. Place member check order/re-order, issue/reissue VISA check and VISA credit cards. Make changes to existing accounts, including name, addresses and other pertinent or confidential information. Provide information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, various interest rates, current dividend rates, locations, office hours and telephone numbers.
• Follow the Credit Union's written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses. May serve as a Notary Public and will be registered through NMLS.
• Provide…