Member Engagement Representative

Evolving Solution Services; Williamsport (Lycoming County); On-site; USD 33,000 - 41,000; Full time

Job summary

Horizon Federal Credit Union in Williamsport, PA seeks a Member Engagement Representative to deliver an exceptional member experience through remote channels and to expand member relationships.

You will perform remote banking transactions, promote relevant products, and maintain up-to-date knowledge of Horizon's offerings while supporting reception duties and participating in training and compliance programs.

Qualifications

• High school diploma or equivalent.
• 6 months’ minimum banking experience.
• Maintains confidentiality of members and employees, their business dealings and transactions.
• Proficient with Horizon’s Core Processor, New Account and database.

Responsibilities

• Serves as ambassador of the Horizon brand and demonstrates the mission, vision, and values in all interactions.
• Performs remote banking transactions and educates members on alternative delivery methods.
• Explains, promotes, and refers relevant products to meet members’ financial needs and expand relationships.
• Maintains knowledge of Horizon products and procedures, especially online/mobile channels.
• Assists with researching, resolving, and communicating with members’ concerns and feedback.
• Handles branch reception duties on a rotating basis and supports the branch network.

Skills

Interpersonal communication

Multi-tasking

Professional demeanor

Confidentiality

Attention to detail

Customer service

Education

High school diploma or equivalent

Tools

PC-based programs

Horizon Core Processor

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Engagement Representative

Full Time Corporate Location, Williamsport, PA, US

6 days ago Requisition ID: 1018

Salary Range: $15.80 To $19.75 Annually

HORIZON FEDERAL CREDIT UNION

POSITION DESCRIPTION

POSITION DESCRIPTION: Member Engagement Representative

REPORTING TO: Member Engagement Manager

DEPARTMENT: Retail Banking

FLSA STATUS: Non-Exempt

SALARY RANGE:

Horizon understands our employees are the credit union’s greatest asset. We recruit and develop enthusiastic, engaged, and empowered individuals to take ownership of each and every member experience to ensure the member is receiving exemplary service. Together, we strive to provide a brighter financial future for our staff, our members, and our surrounding communities.

Our staff is driven by a common passion to be the BEST by doing whatever it takes to exceed the expectations of our members and internal team. They are determined to differentiate our Credit Union in the marketplace through our obsession for delivering superior quality and professionalism. They are collectively focused on conducting all business, internally and externally, with the highest degree of honesty, integrity, consistency and ethics.

POSITION OBJECTIVE

Responsible for delivering an exceptional member experience and expanding member relationships through non-branch delivery methods; including phone, email, video, and online chat. Providing exceptional service and interaction experience among your team members within your department and across Horizon is crucial.

RESPONSIBILITIES

• Serves as ambassador of the Horizon Federal Credit Union (Horizon) brand. Continuously demonstrates the Credit Union’s mission, vision, and core values in all interactions with current and perspective members, colleagues, vendors, and community.
• Performs remote banking transactions such as deposits, withdrawals, account openings, and inquiries accurately and efficiently, while educating members on use of Horizon’s alternative delivery methods, when applicable.
• Explains, promotes, and refers relevant products to meet the financial needs of each member and expand member relationships.
• Maintains an up-to-date and comprehensive knowledge of all Horizon products and services, with a focus on member alternative delivery methods (online, mobile, telephone, chat, digital wallet, etc.); product knowledge, procedures, rules, and regulations, etc., and keeps abreast of any changes.
• Assists with researching, resolving, troubleshooting, and communicating with any member’s concern, issue, question, or feedback.
• Processes mail transactions, including returned mail. Tracks bad addresses, when applicable.
• Performs ODP fee refund requests for members, when applicable.
• Provides exceptional service to current and perspective members, teammates, and all other points of contact.
• Assists with researching, resolving, and communicating with members regarding issues and concerns involving card issues, orders/reorder, PIN reset, Reg. E claims, etc.
• Communicates in person, over the phone, text, chat, video, and through email in a clear, diplomatic, and professional manner.
• Utilizes digital tools (text, chat, video, etc.) to communicate with members to improve productivity, efficiency, and service.
• Prevents controllable losses by strict adherence to security, compliance, and fraud & prevention policies and procedures.
• Adheres to all policies and procedures described in the Employee Handbook.
• Actively seeks solutions to member and team service complaints and escalates accordingly.
• Handle the Pine Street first floor receptionist duties on a rotating basis; direct visitors, answer basic questions, route mail deliveries, etc.
• Supports the branch network by answering questions related to policy and procedure.
• Assists with Beta testing for new and upgraded products, systems, and applications.
• Regularly conducts outbound calling to cross-sell, up-sell, and further educate members on products, services, and current promotions.
• Actively participates in internal and external educational programs, schools, or conferences to continually develop greater knowledge and expertise. Take initiative for personal career development and seek opportunities to learn new skills.
• Completes annual mandatory compliance and other trainings.
• Willingly participates in Credit Union functions, committees, and events on a volunteer basis or as reasonably requested.
• Willing to work evenings and Saturdays as required.
• Completes all other duties as assigned and/or required.

QUALIFICATIONS

Education and Experience: High school diploma or equivalent.

Other:

• 6 months’ minimum job proven banking experience.
• Thorough comprehension of credit union’s products, services, policies, procedures, and regulations.
• Maintains a professional demeanor in appearance, communication, and action.
• Possesses a high level of interpersonal communication, both verbal and written.
• Well organized, ability to multi-task and move quickly between priorities.
• Effectively works and remains calm under pressure and in tense situations.
• Maintains confidentiality of all members and employees, their business dealings and transactions.
• Solid working knowledge of PC-based programs.
• Proficient with Horizon’s Core Processor, New Account and database.

Language Skills:

Ability to read, analyze, and interpret financial reports and documents, periodicals, journals, reference resources, and training and policy manuals. Ability to comprehend and respond to common inquires or complaints from credit union members, colleagues, regulatory agencies, vendors, or members of the business community. Ability to effectively present job-related information to members and colleagues.

Mathematical Skills:

Ability to count currency in denominational increments. Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.

Reasoning Skills:

Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.

Physical Requirements:

Primarily sedentary work; employee will be seated a majority of the day. While performing the duties of this job, the employee is required to use fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Must possess sufficient manual dexterity to skillfully operate standard office equipment, including but not limited to: computer mouse and keyboard, facsimile machine, photocopier, telephone, and calculator. Must be able to view and read written words and numbers from paper and computer screen. Must be able to hear verbal communication in normal volume, pitch, and tone in person and over the telephone.

The physical demands described are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: Job descriptions are intended to be accurate reflections of those principal job elements essential for making decisions pertaining to compensation. They should not be considered to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position.