Member Experience Specialist
$45,760–$54,080 year
On-siteTurlock, California, United States
Job Summary
Conduct consultative member interactions to identify needs, cross-sell Credit Union products, and resolve inquiries while maintaining a professional, friendly environment. Complete Relationship Builders and 2-2-2 follow-ups on all loans and new accounts, process applications, and manage daily Synapsys reports and monthly sales data. Open diverse accounts including savings, IRAs, and business lines; assist with direct deposits, fraud disputes, and ITM usage. Perform routine transactions such as deposits, withdrawals, and check cashing, ensuring compliance with regulations and accurate daily balance sheets. Maintain branch surroundings and adapt to traffic flow to support member satisfaction and retention goals.
Required Qualifications
- 2-4 years of customer service experience preferably in the financial services industry or sales role
- Bilingual in Spanish and English
- 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
- Maintain knowledge of rules and regulations that govern credit unions including but not limited to, BSA, OFAC and Reg. CC
- Technical aptitude to understand complex programs and applications
- Strong written, verbal, and interpersonal skills
- Detail-oriented, organized, accurate and ability to adapt to change
- Well-developed analytical and problem-solving skills
- Ability to trouble-shoot problems and research capabilities of current or proposed products
- Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
- 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
- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise
- 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
- Must be able to lift 50 lbs
Desired Qualifications
- Knowledge and proven ability in troubleshooting issues that may arise with digital technologies including websites
- 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
- Ability to analyze and make sound decisions
- Employee must possess problem resolution skills
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