Member Experience Representative

The primary purpose of this position is to assist TBACU to live out its mission, “To serve our community and build trusted relationships.” A key component of this service is to identify members’ needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU’s staff by providing prompt and accurate financial data and maintaining financial security.

Provide excellent in person and digital member service experiences. Promote products and services, with specific regard to the digital member experience, to enhance convenience and peace of mind while saving our members time and money. Perform duties effectively and accurately in accordance with the credit union’s service standards.

Ensuring outstanding service to internal and external members is delivered in alignment with our Service Standards which state.

• I will provide an immediate and friendly greeting.
• I will service you with a smile.
• I will address you by name.
• I will give you my full attention.
• I will make recommendations to improve your financial well-being.
• I will treat you with courtesy and respect.
• I will thank you for your business.
• I will respond to messages before the end of the day.

To perform this job successfully, an individual must satisfactorily perform each essential duty.

• 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.
• 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.

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• 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.
• 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…