Member Experience Specialist - Digital Banking & Onboarding

Municipal-Credit-Union; New York (NY); On-site; USD 57,308,000 - 103,556,000; Full time

Benefits offered by this job

Attendance bonus

401(k) with an 8% employer contributed

Overtime eligibility

Medical, vision, dental, life, and-dis

Paid time off

11 paid holidays annually

Job summary

Municipal Credit Union (MCU) seeks a friendly, detail-oriented Member Service Representative at Co-Op City, Bronx, NY. You will greet members, explain financial products, open accounts, and handle teller transactions in a fast-paced branch.

You will build relationships, cross-sell MCU solutions, promote digital banking, and maintain accuracy and confidentiality in all member interactions, while collaborating with branch teams to meet service and sales goals.

Qualifications

• Retail banking experience is a plus
• High school diploma or the equivalent required
• Previous branch experience preferred, including sales and service
• Availability to work overtime and Saturdays is required
• Ability to multi-task; good time management skills
• Strong interpersonal, oral and written communication skills

Responsibilities

• Act as a Brand Ambassador: Represent MCU’s core values and deliver excellent member service- every member, every transaction, every time.
• Demonstrate professionalism and empathy during all member and team interactions.
• Maintain the highest level of confidentiality and discretion of members and their financial information
• Process the opening and overall onboarding of new members, ensuring a welcoming and informative experience
• Leverage relationship management tool(s) to conduct thoughtful member interviews, identify financial needs and provide tailored solutions to improve their financial well-being
• Cross-sell appropriate MCU products/services to best-fit member needs(s)
• Drive Digital Adoption: Educate and assist members in adopting digital banking tools and self-service options to enhance convenience & efficiency
• Perform account maintenance, changes, servicing, etc. on existing accounts accurately & efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow-through, aiming to reduce repeat contacts and member effort
• Ensure proper documentation and signatures are obtained for all member interactions in compliance with rules and regulations as well as MCU policy and procedures
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience
• Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently
• Consistently Meet / exceed individual and branch sales and service goals for all key metrics of branch growth
• Support fellow team members in driving referrals and achieving team sales/service goals
• Perform outbound member outreach including service lists, lead lists, referral follow-up, etc. to support sales and service goals
• May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing
• Maintain comprehensive knowledge of MCU products and services
• Maintain comprehensive knowledge of MCU policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment
• Provide teller line coverage including processing teller transactions and assist with lobby management as needed
• Participate in the opening and closing of the branch and perform other daily operational tasks to ensure branch functionality (ex: instant issue card management, negotiable item management, etc..)
• Travel to support staffing needs at other MCU branches throughout the Region as required
• Perform other duties as requested and special projects as assigned.
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
• Assist with community engagement outreach programs
• Offer guidance and support to newer team members through knowledge-sharing to ensure consistency in performance and service quality
• Meet Developmental Milestones: Complete designated skill and performance milestones (e.g., product knowledge certifications, digital fluency, sales training benchmarks, etc..) within defined timelines to remain in good standing and eligible for continued advancement
• Achieve and Maintain Mastery in Key Competencies: Demonstrate progressive mastery in critical areas such as member engagement, consultative sales, digital tool adoption, operational accuracy, and compliance as measure through regular assessments and observation
• Service Quality Requirements: Maintain a 95% or above average on sales and service QA observations month over month

Skills

Customer service

Communication

Sales skills

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Municipal Credit Union (MCU) seeks a friendly, detail-oriented Member Service Representative at Co-Op City, Bronx, NY. You will greet members, explain financial products, open accounts, and handle teller transactions in a fast-paced branch.

You will build relationships, cross-sell MCU solutions, promote digital banking, and maintain accuracy and confidentiality in all member interactions, while collaborating with branch teams to meet service and sales goals.