Member Experience Specialist

Valley First a division of Tru Cooperative Bank; Modesto (CA); On-site; USD 30,000 - 37,000; Full time

Job summary

Valley First a division of Tru Cooperative Bank is seeking a Member Experience Specialist to expand member relationships through consultative sales and personalized service. You will cross-sell Credit Union products, support loan requests, and assist with new accounts while maintaining a high level of member satisfaction.

You will build relationships, follow the 2×2×2 process, and provide friendly, accurate information about services.

Qualifications

• 2-4 years of customer service experience, preferably in financial services.
• Ability to troubleshoot issues with digital technologies including websites.
• Strong analytical and decision-making capabilities.
• Professional, dependable and flexible demeanor.
• Excellent communication and interpersonal skills.
• Ability to meet sales and service goals and cross-sell products.

Responsibilities

• Expand member relationships using consultative behavior and follow-up processes.
• Provide loan and account services, evaluate needs, and cross-sell products.
• Open new accounts and assist with deposits, transfers and card services.
• Educate members about Valley First Credit Union products and policies.
• Maintain accurate daily/ monthly sales reports and related documentation.

Skills

Customer service

Digital banking knowledge

Analytical decision making

Communication skills

Interpersonal skills

Cross-selling

Team oriented

Synapsys

ITM

Tools

Synapsys

ITM

Job description

About the Organization

Billion-dollar credit union serving nearly 80,000 members throughout California's beautiful Central Valley is looking to expand their team. For over 75 years we have been providing superior service for our members and community. As a not-for-profit financial cooperative we believe in banking with a purpose and therefore annually return millions of dollars to our members in the form of better rates, lower fees, and access to fair credit. We pride ourselves in helping our members achieve their financial dreams. At the end of the day, we are optimists, partnering with our members and community to empower a brighter future. Together, we are doing great things for the community we call home.

Member Experience Specialist

Description

The primary responsibilities of a Member Experience Specialist is to expand member relationships by using consultative behaviors in identifying and meeting members' needs by effectively cross-selling all Credit Union products and services. Build relationships with our members, engage members, and educate them about Valley First Credit Unions products and services. Build and complete Relationship Builders and 2×2×2 follow-up for all loan requests and new accounts. Provide routine to complex information on Credit Union services or policies. Assist members with inquiries, requests, and/or problems in a friendly, respectful, courteous, and professional manner. Contribute to member satisfaction and retention. Maintain branch surroundings that reflect the Credit Union's commitment to provide a friendly, respectful, courteous and professional business environment for all Credit Union members. This position takes complete ownership of the members needs while meeting credit union standards. Contribute to efficient Credit Union operations by performing duties accurately and in a timely manner.

• Use consultative behaviors and language when assisting members. Complete Relationship Builders on every loan and New Account to deepen the relationship and consistent follow-up with the 2×2×2 process. Prepare, update daily Synapsys, and maintain monthly sales reports, which include loans, Debt Protection (DP), and Guaranteed Asset Protection (GAP). Prepare other reports as requested by Management.
• Provide members with loan applications and any other forms necessary to transact business with the Credit Union. May accept, review and process completed loan applications, interview loan applicants; evaluate background information including credit history, employment history, and debt-to-income ratio of applicant. Determine collateral needs and payment plans for approved loans. Cross-sell payment protection, Guaranteed Asset Protection (GAP), and Debt Protection (DP). Assure that all conditions set for approval have been satisfied, and fund approved loans.
• Open new accounts including: savings, checking, money market, certificates of deposit, business accounts, Individual Retirement Accounts (IRA's), ESA/Trust/Estate/Rep Payee/UTTMA/Guardianship and Blocked accounts. Assist members with completing direct deposit/transfer forms, fraud and dispute forms. Place member check order/re-order, issue/reissue VISA check and VISA credit cards. Make changes to existing accounts, including name, addresses and other pertinent or confidential information. Provide information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, various interest rates, current dividend rates, locations, office hours and telephone numbers.
• Follow the Credit Union's written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses. May serve as a Notary Public and will be registered through NMLS.
• Provide exceptional member service including making eye contact, welcoming and greeting members verbally with hand shaking, and demonstrating willingness to help by body language and a friendly tone of voice. Ability to recognize and adapt to traffic flow. Assist members using the Interactive Teller Machine (ITM). Educate members to make them comfortable and competent using the interactive technology. Provide high priority to member satisfaction; act in accordance with Valley First Credit Union's brand and core values. Act as a leader in sales, product knowledge, member resolution and work ethic. Use consultative behaviors and language when assisting members. Complete Relationship Builders on every loan and New Account to deepen the relationship and consistent follow-up with the 2×2×2 process.
• Perform routine member transactions including: deposits, withdrawals, cash advances, loan payments, transfers and check cashing. Sell money orders and cashier's checks. Accept requests for stop payments, wire transfers, perform file maintenance on accounts, order debit/credit cards and various other items. Provide members statements and check copies, assist members with statement reconciliation. Provide members with account status information, including current balances and accurate loan pay-offs. Assist members to resolve discrepancies and grievances. Provide accurate accounting of transactions by balancing and preparing daily balance sheet.

Experience, Education & Skills

• 2- 4 years of customer service experience preferrably in the financial services industry or sales role
• Knowledge and proven ability in troubleshooting issues that may arise with digital technologies including websites
• Ability to analyze and make sound decisions
• Employee must be professional, dependable, and flexible
• Excellent communication skills
• Excellent interpersonal skills with members as well as co-workers; team oriented
• Maintain enthusiasm towards job functions and duties
• Maintain thorough knowledge of all Credit Union products and services
• Ability to evaluate each member's financial situation and cross-sell beneficial products and services
• Support service and sales objectives; meet monthly, quarterly and annual goals as set forth by management
• Employee must possess problem resolution skills
• Maintain knowledge of rules and regulations that govern credit unions including but not limited to, BSA, OFAC and Reg. CC.

Pay Range and Schedule

• This position is a Tier 6, with a pay rate ranging from $22.00- $27.00 per hour
  • The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience
  • The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto,CA using the greater Central Valley area for our pay range calculations
  • Full Time, typically 36-40 hours per week
• Schedule will be based around branch's hours of operation, which are as follows:
  • Monday to Thursday- 9am to 5pm
  • Friday- 9am to 6pm
  • Saturday- 9am to 1pm
  • Flexibility to occasionally work early or late hours, typically with advance notice

Position Requirements

Mental/Emotional Requirements

• Technical aptitude to understand complex programs and applications.
• Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Strong written, verbal, and interpersonal skills.
• Detail-oriented, organized, accurate and ability to adapt to change. Excellent decision making and time management skills.
• Well-developed analytical and problem-solving skills. Ability to trouble-shoot problems and research capabilities of current or proposed products.

Physical Requirements

• Exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary work involves sitting most of the time.
• The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading.
• Climb/descend stairs in an emergency situation.
• Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed.
• Maintain working on a computer for six to eight hours daily, on average.
• Work extended hours if required or requested by management.
• Regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Other Requirements

• Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team.
• Read and carry out various written instructions and follow oral instructions.
• Speak clearly and deliver information in a logical and understandable sequence.
• Effectively handle multiple, simultaneous, and changing priorities.
• Exercise highest level of discretion on both internal and external confidential matters

Location

J St. - Modesto

Employment type

Full-Time/Part-Time Full-Time

Exempt/Non-Exempt Non-Exempt

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Application Status

This position is currently accepting applications.