Member Experience Representative

Inova-Federal-Credit-Union; Mishawaka (IN); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with employer match

Paid time off and paid holidays

Tuition reimbursement

Job summary

INOVA Federal Credit Union is seeking a friendly Member Experience Representative to join the Branch Operations team in Mishawaka, IN. You will be the first contact for members, ensuring a welcoming environment and guiding them to the right resources while supporting daily branch operations.

The role involves lobby management, IBK assistance, shared branching transactions, business deposits, check scanning, and maintaining hospitality areas.

Qualifications

• High school diploma or equivalent required.
• Previous customer service or financial institution experience preferred.
• Cash handling or transaction processing experience preferred.
• Strong interpersonal and communication skills.
• Friendly, professional, and member-focused attitude.
• Ability to multitask in a fast-paced environment with accuracy.

Responsibilities

• Welcome members and guests and create a friendly first impression.
• Direct members to the appropriate team member or service area.
• Manage lobby traffic and support efficient member flow.
• Check members into the lobby tracking system for timely service.
• Assist members with IBK transactions and encourage self-service solutions.
• Process shared branching transactions accurately and securely.
• Accept and process business deposits per policies.
• Scan checks and handle processing through CSF and related systems.
• Maintain coffee bar and hospitality areas for a welcoming environment.
• Provide friendly, professional service and answer basic questions.

Skills

Customer service

Communication

Multitasking

Cash handling

Attention to detail

Teamwork

Education

High school diploma or equivalent

Tools

Credit union systems

Job description

Job DetailsJob Location: Mishawaka, IN 46545Job Type: Full-time

Location: Main St. Branch – Mishawaka, Indiana

Schedule: Monday through Friday, with rotating Saturdays

Employees may occasionally be scheduled before opening or after closing to assist with branch operations.

Job Description

INOVA Federal Credit Union is seeking a friendly, personable, and member-focused Member Experience Representative to join our Branch Operations team.

The Member Experience Representative serves as one of the first points of contact for members and visitors entering the branch. This position plays an important role in creating a welcoming, professional, and positive branch experience while helping members navigate available services and connect with the appropriate team member.

In addition to providing exceptional member service, this position supports a variety of daily branch operations, including lobby management, Interactive Banking Kiosk assistance, shared branching transactions, business deposit processing, check scanning, and maintaining member hospitality areas.

This role is ideal for someone who enjoys interacting with people, creating positive experiences, staying busy, and being a helpful resource to both members and team members.

Essential Duties & Responsibilities

• Welcome members and guests as they enter the branch and create a friendly, professional first impression.
• Direct members to the appropriate team member, department, or service area based on their needs.
• Manage lobby traffic and assist with maintaining an efficient member flow throughout the branch.
• Check members into the lobby tracking system and help ensure timely service.
• Assist members with eligible transactions using the Interactive Banking Kiosk (IBK) while encouraging and educating members on self-service solutions.
• Process shared branching transactions accurately and efficiently while following established procedures and security standards.
• Accept and process business deposits in accordance with credit union policies and procedures.
• Complete check scanning and process checks through the appropriate systems, including CSF.
• Maintain the coffee bar and other member hospitality areas to ensure a clean, comfortable, and welcoming branch environment.
• Provide friendly, professional, and responsive service to members throughout their visit.
• Answer basic member questions and assist with directing members to the appropriate resources or team members.
• Support branch operations and assist team members with additional responsibilities as needed.
• Maintain accuracy, confidentiality, and attention to detail while following all credit union policies, procedures, and security requirements.
• Represent INOVA's core values of Trust, Respect, and Integrity in all interactions with members and employees.

Desired Skills & Experience

• High school diploma or equivalent required.
• Previous customer service, retail, hospitality, or financial institution experience preferred.
• Previous cash handling or transaction processing experience preferred.
• Strong interpersonal and communication skills.
• Friendly, professional, and member-focused attitude.
• Ability to build positive relationships with members and team members.
• Ability to multitask in a fast-paced environment while maintaining accuracy.
• Strong attention to detail and organizational skills.
• Basic computer proficiency and ability to learn credit union systems and technology.
• Ability to work independently while contributing to a collaborative team environment.
• Dependable, positive attitude and willingness to assist others.
• Ability to maintain confidentiality and professionalism when handling member information.

Position Details

This is a full-time position located at INOVA Federal Credit Union'sMain St. Branch in Mishawaka, Indiana

The Member Experience Representative will work closely with branch leadership and team members to provide an exceptional member experience while supporting daily branch operations.

Standard business hours are Monday through Friday, with rotating Saturdays as needed based on branch operations. Employees may occasionally be scheduled before opening or after closing to assist with branch operations.

This position provides an excellent opportunity for someone looking to build experience in financial services and develop their knowledge of credit union operations, member service, and financial products.

Why Join INOVA?

• Competitive compensation
• Medical, dental, and vision insurance
• 401(k) with employer match
• Paid time off and paid holidays
• Tuition reimbursement
• Professional development opportunities
• Career advancement opportunities
• A collaborative, people-first culture
• The opportunity to make a meaningful impact on our members and organization

Work Authorization & Equal Opportunity Employer

Applicants must be legally authorized to work in the United States.

INOVA Federal Credit Union is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.

As part of joining our team, employees are expected to maintain eligibility for membership with the credit union, including opening and maintaining the required membership savings account.