Member Account Specialist

* This is a 1-year contract position.

* This is an onsite position – Local to Richmond, VA only, please

* Hours:

8:00 AM - 6:00 PM

• This position will work at our call center on the phone and in person at one of our designated branch locations
• Inform, educate, and advise members, regardless of the individual circumstances.
• Perform transfers, withdrawals, loan payments by transfer, and advances from lines of credit by transfer or check.
• Take check orders over the phone and process credit card payments and other consumer loan payments.
• Assist members with the transfer program, payroll deductions, direct deposit, stop payments, account-based inquiries, consumer loan and credit card inquiries.
• Promote the credit union by cross-selling products and services, focusing on department goals and member needs.
• Cash handling and teller duties when applicable.
• Handle member inquiries and solve problems.
• Other duties may be required and assigned by the manager.
• Comply with all published DECU & regulatory policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise-level training including, but not limited to, BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy

• MUST have a minimum of 1+ year of banking experience, either as a front desk teller (not seeking candidates who worked in the back office for this role
• MUST have a minimum of 1+ year of experience in a call center position related to the finance industry handling customer calls/problem resolution such as banking account questions
• Must be able to operate a computer and other office equipment
• Must be skilled when working with details such as numbers and names
• Must have the ability to effectively communicate with members both verbally and in writing
• Must have the ability to consistently provide excellent professional service
• Must be able to work in an environment of multitasking
• Must be able to exercise active listening and problem-solving skills in complex conversations, offering patience and support

• Must have prior experience in a Customer Service and/or Problem Resolution role
• MUST have prior banking experience as a teller

• Strong work ethic
• Adaptability
• Time management
• Organizational skills
• Stress management

• Minimum High School Diploma or GED