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Member Experience Specialist

at DOVER FEDERAL CREDIT UNION in Dover, Delaware, United States

Job Description

General Summary

The primary purpose of this position is to deliver Legendary Service by projecting a positive image as a Member Experience Specialist for Dover Federal Credit Union by welcoming members and guests in a prompt, courteous, efficient, and professional manner. Perform various clerical and member service duties as assigned.

Essential Functions

Deliver service, to both internal and external members, in alignment with the credit union’s Service Promises.

  • We promise to make it easy to do business with us
  • We promise to treat you with respect
  • We promise to identify and take ownership of your needs
  • We promise to make a positive difference in your financial life
  • We promise to thank you for being a member

Perform all essential functions of the Member Experience Representative I & II positions.

Meets all established sales and service goals, ethically referring appropriate products and services to the membership.

Possess adequate product knowledge as measured by the annual product knowledge certification assessment.

Provide routine information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours, and telephone numbers.

Receive and announce guests and members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.

Answer telephone, routing calls to appropriate personnel and taking messages for proper resolution, maintaining the highest level of confidentiality with all information obtained.

Direct and instruct lobby flow appropriately, including mobile tablet applications, appropriate paperwork completion, and managing/communicating wait time.

Maintain an up-to-date listing of employee extensions/telephone numbers, scanning all member document types in a timely manner.

Meet minimum requirements for the position as set forth on the Branch Scorecard.

Perform operational duties as requested by management, covering other branches as requested

Process orders for ATM/debit cards, including Instant Issue, PIN mailers, and check orders.

Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution.

Perform basic account file maintenance, including account updates, address changes, online banking, bill pay, password resets, account status/ statements, etc., utilizing appropriate operating systems or programs.

Participate in Financial Literacy/BVS classes as instructed by management, and actively engage with in-branch training and educational classes/sessions.

Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.

Coordinate with marketing liaison for updated promotional and marketing materials, maintaining lobby displays, and hosting various lobby promotions/vendors.

Prepare and communicate external and internal correspondence to members/team members as directed via proper channels.

Ensure all branch files, references, and correspondence are kept up-to-date, in conjunction with the training and marketing departments.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

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Job Posting: 1279341

Posted On: Jun 18, 2024

Updated On: Jul 18, 2024

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