Member Experience Representative

Indiana Members Credit Union; Marion (IN); On-site; USD 21,000 - 30,000; Full time

Job summary

Indiana Members Credit Union in Marion, IN seeks a member services assistant to operate Interactive Teller Machines and support customers by phone and live chat. You will work in a private office, maintain a friendly on-camera presence, and handle transactions while utilizing core banking and ITM software.

Please bring a high school diploma and complete credit union training; prior experience in a financial setting is preferred. Strong communication and problem-solving skills are essential.

Qualifications

• High school diploma or equivalent is required.
• Completion of credit union training programs is required.
• Prior credit union or financial institution experience is preferred.

Responsibilities

• Assist members via ITMs, phone calls, and chats.
• Maintain a pleasant, on-camera presence during member interactions.
• Balance core system transactions with ITM software usage.
• Research and resolve member issues with accuracy.

Skills

Strong communication

Analytical thinking

Organization / attention to detail

Technology proficiency

Multi-tasking

Education

High School diploma or equivalent

Credit union training programs

Tools

Core banking system

ITM software

Online banking platforms

Mobile banking apps

Job description

Locations: Marion, IN or Westisde of Indianapolis

Summary/objective

Assist members through Interactive Teller Machines (ITMs). Individual could assist the Member Services Call Center with phone calls and Live Chats. Works independently and takes initiative with departmental responsibilities. This position requires the employee to be “on camera” when assisting members; needs to portray a pleasant, friendly and outgoing persona through all interactions with the member.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Handle transactions, phone calls and chats from members
• Comfortable with technology and possess good computer skills
• Knowledge of all credit union share account products and procedures
• Knowledge of all credit union online and mobile products
• Ability to multi-task ITM transactions with phone calls or chats
• Balance between core system and ITM software
• Update information in core system as needed
• Research and solve member problems
• Other duties as assigned
• Strong communication skills, both verbal and written
• Analytical and problem solving
• Organization and attention to detail
• Strong technology skills

Work environment

• Private work area , office setting
• Long periods of sitting
• Ability to utilize headset – hearing
• Long periods of time viewing computer monitor- vision
• Handling –ability to touch, feel, lift, operate and control equipment, materials, tools and objects with the hands

Minimal

Required education and experience

• High School diploma or equivalent
• Complete required credit union training programs satisfactorily

Preferred experience

• Previous experience with a credit union or other financial institution

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.