Member Experience Associate

IDB Global Federal Credit Union; Washington (District of Columbia); On-site; USD 36,000 - 54,000; Full time

Job summary

IDB Global Federal Credit Union in Washington, DC is seeking a Member Experience Associate to deliver outstanding member experiences, process teller transactions, and identify suitable Credit Union solutions while adhering to policies and regulations.

The role focuses on welcoming members, supporting new accounts, promoting digital channels, and deepening relationships through proactive service, teamwork, and adherence to compliance. Strong communication and detail orientation are essential.

Qualifications

• Fluency in Spanish and English (verbal and written) preferred.
• High School diploma or equivalent required; associate or bachelor’s degree preferred.
• 1-3 years in sales/service in financial services or similar industry preferred.
• Punctual, dependable, and proactive with strong people skills.
• Experience with digital engagement and basic sales/referrals is a plus.

Responsibilities

• Assist members with teller transactions (deposits, withdrawals, payments, cashier’s checks, debit card orders, tax form/address updates).
• Process mobile deposits, ATM settlements, check copies, and statements; upload documentation.
• Ensure proper handling of International Debit Card process and card shipments.
• Greet members, manage lobby flow, promote digital solutions, identify financial needs.
• Assist in in-branch new account openings (Share savings/drafts/capers) while following compliance.
• Conduct relationship reviews to recommend products/services to enhance members' financial journey.
• Handle in-branch domestic and international wire transfers.
• Resolve member issues promptly and educate on self-service channels.

Skills

Bilingual Spanish/English

Customer service

Time management

Digital tools

Sales experience

Attention to detail

Strong communication

Education

High School diploma

Associate or bachelor’s degree preferred

Tools

Banking software

Digital banking platforms

Job description

Description

The Member Experience Associate contributes significantly to the branch's success by delivering exceptional member experiences, fostering long-lasting relationships, and identifying appropriate solutions for members while managing traditional teller responsibilities. The objective is to effectively execute all service transactions and sales routines to deepen member relationships, identify members’ financial needs, and present appropriate Credit Union solutions.

Job Responsibilities

• Assist members with everyday teller transactions, including deposits, withdrawals, payments, issuance of cashier’s checks, replacement debit card orders, and updating tax forms and addresses, accurately and efficiently, while complying with all policies, procedures, and regulatory requirements.
• Assist in the daily processing of mobile deposits, maintenance of weekly ATM settlements, check copies, and statement requests, and documentation uploading to correct files/systems.
• Ensure the International Debit Card process is followed and all cards are shipped appropriately.
• Engage members as they enter the branch by welcoming them and making them feel appreciated. This includes managing lobby traffic, sharing digital solutions, and identifying the members' financial needs.
• Assist members (in-branch) with the new account opening process (Share savings, Share drafts, and Share certificates) while following all compliance processes and procedures.
• Conduct a relationship-focused review of the member's profile and accounts to recommend appropriate products and services to further enhance the member's financial journey.
• Process in-branch domestic and international wire transfer requests for members.
• Take complete ownership of members’ issues and disputes, resolving them promptly and effectively to ensure complete member satisfaction with proper resolution.
• Educate members on self-service capabilities and encourage the use of digital service channels (e.g., the Website, Zelle, Mobile Apps, and ATMs).
• Become a subject member expert for the branch and remain flexible in position based on the branch coverage needs.
• Listen carefully to the member and willingly assist with any member questions or issues.
• Maintain ongoing knowledge and complete understanding of IDB Global Federal Credit Union’s product offerings, campaigns, events, procedures, and policies.
• Foster teamwork in the branch to create a warm, welcoming, and friendly environment for members and employees and ensure a positive overall member experience.

Requirements

• Fluency in Spanish and English (verbal and written) is strongly preferred.
• High School diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Strong attention to detail and time management.
• Customer service-focused with experience managing complex transactions across multiple systems.
• Ability to learn products, services, procedures, and systems quickly and accurately.
• 1-3 years in sales/service in the financial services or comparable industry preferred.
• Punctual, dependable, and proactive initiative-taking.
• A general understanding of banking products and services is preferred.
• Previous teller or cash-handling experience is strongly preferred.
• Experience with digital engagement and basic sales/referrals.
• Excellent people skills
• Basic computer skills and digital tools skills
• Demonstrates professional demeanor and appearance.