Member Experience Associate I

Summary:

• Process member transactions, payments, and negotiable instruments accurately.
• Provide knowledgeable, professional service and information on credit union products.
• Build member relationships, resolve basic issues, and work effectively with a team.
• Follow fraud-prevention practices and maintain knowledge of financial and credit union operations.

Role: To assist members with their financial transactions, including cash exchanges, processing payments and issuing and accepting negotiable instruments. To provide routine information concerning all credit union products and services. Supports sales and service culture throughout the company, training objectives and any other initiatives as directed.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

1. Strong interpersonal skills are a prerequisite necessary to the position.

2. Ability to operate general office equipment and other credit union provided equipment.

3. Must be able to operate related computer software as provided by the credit union.

4. Ability to grasp the effects of member requests as they relate to individual accounts.

5. Willingness to learn and progress within job role.

6. Ability to work as a member of a team and embrace the credit union philosophy and the credit union mission, vision, and core values.

7. Knowledge of common scam and fraud prevention practices.

8. Possess fundamental knowledge of the financial industry, including an understanding of the check clearing process along with negotiable instruments and collections.

9. Knowledge and understanding of the basic processes of other credit union departments and branches.