Experience Specialist, Customer Service​/HelpDesk

Description

Department

Operations

Reports To

Branch Manager/VP of Branch Operations

Telework Available

No

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 6

Level II: 7

Level III: 8

PFCU will deliver financial well-being with value, convenience and exceptional service. The member Experience Specialist will accept personal responsibility and accountability for every member contact and take personal ownership of all situations presented. Responsible for performing a broad variety of member service activities, including cash handling with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner.

While actively seeking out opportunities to build member relationships through education opportunities.
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 Experience Specialist employee.

To qualify for a position level advancement, the employee must consistently meet requirements of the current level before consideration of advancement to the next level. The employee will successfully display the ability to accomplish the duties and responsibilities of each level when advancing from one level to the next.

Essential duties and responsibilities listed within each category include; are not limited to the duties listed below. When moving from one level to the next, duties and responsibilities are inclusive of all previous levels.

Experience Specialist Level I:

• 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.
• Run 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. Secure your assigned cash and checks, including bottom drawers. Maintain and balance a cash drawer/TCR. Able to find errors with minimal help beyond introductory period.
• Verify member ; examine checks for endorsement and negotiability. Detect and resolve discrepancies promptly.
• Able and willing to help with daily duties; including but not limited to Check 21, scanning, processing of mail deposits, processing ATM, ITM, business deposits, Night Drop deposits, stocking supplies and serve as the 2nd cash verifier when balancing the vault; remembering that your primary purpose is to serve the member.
• Maintains transactions average, overs/shorts, voids/adjustments at a satisfactory or greater level.
• 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 for all locations.
• Cultivate personal relationships with the membership; assume responsibility for member education. Promote, explain and educate the member on credit union products and services of benefit, meeting the established cross education goal at least 8 out of 12 months each appraisal year.
• Process additional basic account maintenance on a personal account including but not limited to; adding/changing authorized account users, address changes, beneficiary updates, ACH origination, check reorders, renewing certificates of deposit and subsequent actions.
• After account establishment open additional sub-shares, opening certificate of deposit and services opened after established membership. Assist members with access to Safe Deposit Box.
• Proficient and fluently use all programs used by an Experience Specialist…