Member Experience Specialist - Financial Services

gecucareers; Town of Texas (WI); On-site; USD 18,000 - 26,000; Full time

Job summary

GECU in Wisconsin is seeking a dedicated Member Service Representative to greet members, process a variety of transactions, and promote products and services that support financial well-being. You’ll work to deliver an exceptional member experience in a dynamic branch and may assist in the Contact Center.

Ideal candidates have a high school diploma and 1 year of related experience, with strong communication and cash-handling skills, plus knowledge of online banking and security practices.

Qualifications

• High school diploma or equivalent and one year similar or related experience.
• In depth knowledge of credit union accounts, file maintenance, and card services procedures to answer member questions and make decisions outside of guidelines.
• Knowledge and awareness of the importance of security when dealing with cash, keys, security cameras, and other areas within the credit union.
• Ability to work with minimal to no supervision including making supervisory decisions on exceptions and decisions outside of written policy, including member escalations.
• Basic knowledge of operating systems to serve member needs.
• May require knowledge of new account skill to assist with opening new accounts and/or membership based on branch needs.
• Effective oral and written communications skills.
• Extensive knowledge and skills regarding all remote and member self-service offerings and channels.
• Extensive knowledge of credit union services, with emphasis on special promotions and new services.
• Awareness of any changes within the credit union which would affect the branch operations to include Member Service Representative/Virtual Environment/Member Service Specialist area and any other areas within the position.
• Basic clerical skills such as typing, 10-key calculator, personal computer and software applications.

Responsibilities

• Completes all member service representative transactions utilizing GECU service standards consistently in a branch and telephone environment or through our personal teller machines (ITMs); to include posting withdrawals, loan payments, deposits, new account deposits, line of credit advances, etc.
• Resolves member situations and/or finds alternate solutions with empathy and understanding.
• Answers questions pertaining to accounts, new accounts, check reori ders, payroll distribution, interest rates and dividends, insurance and loans, web page and internet services.
• Troubleshoots and educates on online/mobile banking channels
• Demonstrates understanding in the use of all types of equipment and technology to include ITMs, TCDs, recyclers, technology tables, etc.
• Educates members in the use of lobby kiosk, ITM’s and Virtual Office.
• Prepares documentation to include disputes and forgeries for checking accounts, ATM, debit and credit card transactions. Obtains account statuses and process research requests.
• Demonstrates proficiency in all file maintenance of ATM and debit card issuance, replacements, and pin numbers.
• Creates opportunities to cross sell all credit union products and services to members with special emphasis on promotions, new services and all self-serve/remote access channels.
• Answers basic mortgage related questions as it relates to Escrow Analysis (seasonal)
• Acts as a mentor, coach and leader for the new employees in the department.
• Makes judgment decisions regarding tickler lockouts, warning information, altered items, and stale-dated checks, after sufficient experience is gained.
• Assists in the collection of funds owed to the credit union on all types of accounts.
• Places stop pays on checks clearing member’s checking account, GECU cashier’s checks and ACH debits.
• May require working in different areas of the credit union such as traditional branch setting, neighborhood branch, and/or Contact Center environment as needed to serve the credit union's members.
• Performs Notary functions.
• Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML) addressing Money Laundering and the Countering the Financing of Terrorism (CFT), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties as may be assigned or required in connection with general operation of the credit union.

Skills

Customer service

Cash handling

Communication

Security awareness

Problem solving

Teamwork

Education

High school diploma

Job description

GECU in Wisconsin is seeking a dedicated Member Service Representative to greet members, process a variety of transactions, and promote products and services that support financial well-being. You’ll work to deliver an exceptional member experience in a dynamic branch and may assist in the Contact Center.

Ideal candidates have a high school diploma and 1 year of related experience, with strong communication and cash-handling skills, plus knowledge of online banking and security practices.