General Summary
The primary purpose of this position is to deliver Legendary Service by projecting a positive image as a Member Experience Officer for Dover Federal Credit Union by performing a broad variety of member service functions, sales and service goals, and providing the ultimate member experience with product penetration through financial literacy and member satisfaction.
Essential Functions
- Perform all essential functions of the Member Experience Specialist position.
- Meets all established sales and service goals, ethically referring appropriate products and services to the membership.
- Meet minimum requirements for the position as set forth on the individual and Branch Scorecard.
- Possess adequate product knowledge
- Receive and check in members or potential members to the Credit Union, managing appropriate lobby flow, assisting with safety deposit boxes, coin counter or ATM instructions, mobile applications, etc.
- Provide prompt, efficient, accurate, professional, member service in a courteous and ethical manner.
- Process membership applications, loan applications, and ethically cross-sell products and services that best meet the financial needs of the member.
- Process transactions, conduct file maintenance, create new products/services on existing accounts as requested by the member.
- Provide assistance, research and resolve all member related situations in an accurate and timely manner.
- Scan and ensure all critical member related documentation is archived within appropriate system, accurately and in a timely manner.
- Perform operational duties as requested by management, covering other branches as requested
- Respond to all member/team member correspondence, and/or direct them to the proper person for specific information and resolution.
- Assist management with monthly audits and security checklist.
- Participate in Financial Literacy, BVS, and Wednesday training as instructed by management.
- Perform outbounds calls as required by management.
- Develop outbound pipeline to establish cordial relationships with members to sustain member relations and retention.
- Ensure compliance with Federal and State regulations, Bank Secrecy Act (BSA), and Office of Foreign Asset Control (OFAC) requirements.
- Provide Notary service
- Provide marketing and promotional suggestions to increase member engagement.
- Participate in marketing/community events and branch-related activities to increase member experience and culture.
- Assist with opening and closing of the branch when needed. Team members will receive training in how to properly clear the building.
- Responsible for managing risks specific to related job functions with an expectation to make and support risk-informed decisions and remain diligent in identifying emerging risks that could jeopardize the success of the Credit Union.
- Any other duties as assigned.
NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.
