Member Experience Concierge

Dover Federal Credit Union; Smyrna (DE); On-site; USD 32,000 - 42,000; Full time

Job summary

Dover Federal Credit Union seeks a Member Experience Specialist to warmly welcome members and guests and to deliver prompt, courteous service in daily transactions. This role emphasizes accuracy, confidentiality, and a strong customer-service focus.

You will handle routine transactions, provide information on accounts and policies, and maintain compliance with BSA/OFAC while contributing to a positive branch culture and member experience.

Qualifications

• Completion of high school education with appropriate specialized training.
• Intermediate mathematical skills (percentages, fractions, decimals).
• At least 6 months of related experience in member service.
• Professional interpersonal and teamwork skills for interacting with members and staff.
• Basic typing/word processing skills.
• Compliance with all credit union policies and regulations.

Responsibilities

• Deliver exceptional service by welcoming members and guests.
• Meet sales and service goals and refer appropriate products to members.
• Handle routine member transactions (deposits, withdrawals, loans, transfers).
• Assist with online banking, bill pay, and password resets.
• Maintain confidentiality and perform CIP/CDD/EDD and OFAC compliance.
• Process membership deposits and establish new accounts; cross-sell products.
• Provide Notary service.
• Coordinate lobby flow and assist with ATM instructions.

Skills

Customer service

Cash handling

Sales referral

Teamwork

Typing

Interpersonal skills

Attention to detail

Education

High school diploma or equivalent

Job description

Dover Federal Credit Union seeks a Member Experience Specialist to warmly welcome members and guests and to deliver prompt, courteous service in daily transactions. This role emphasizes accuracy, confidentiality, and a strong customer-service focus.

You will handle routine transactions, provide information on accounts and policies, and maintain compliance with BSA/OFAC while contributing to a positive branch culture and member experience.