Member Experience Representative

OUR CORE VALUES

Valley Strong Credit Union is a values-driven organization. Our Core Values are at the center of everything we do and are the driving force behind our mission: We help people and communities prosper.

1. Everyone Counts - We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust, and respect.
2. Innovate Boldly – We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.
3. Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.
4. Own It – Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

POSITION SUMMARY

Provides exceptional Member experience throughout our communities. The ideal candidate provides detailed information and promotes credit union products and services to build relationships. Processes monetary transactions within assigned limits, maintains accurate records and balances each day’s transactions in accordance with established policies and procedures. Proactively engages with Members to identify products and services designed to assist them in achieving their financial goals. Answers questions and directs Members to appropriate department for specialized services. Team Members are empowered to make the Member experience effortless and seamless. Creates an environment of trust by “doing what’s right.”

ESSENTIAL DUTIES

• Processes financial transactions including deposits, withdrawals, transfers, payments, and general ledger entries while maintaining a cash drawer.
• Provides services to Member, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub-shares, and debit card issuance.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Utilizes basic sales techniques to deepen existing Member relationships, often while processing transactions.
• Maintains responsibility for all cash controls and follows proper balancing procedures.
• Identifies Members’ needs, cross-sells and refers Members to appropriate business partners.
• Recommends alternative channels such as online, mobile, and digital solutions.
• Identifies and reports fraudulent activity to prevent potential loss to credit union.
• Assists in the proper operation of the ATM and Teller Cash Dispenser units including, but not limited to, replacing receipt cartridge, clearing a blockage, etc.
• Checks acceptance approval within assigned limits.
• Ensures confidentiality of all Member and credit union information.
• Efficiently and accurately processes all Member transactions on multiple systems.

• Reviews and maintains knowledge of products, fees, and policies, and stays current on offerings to make product suggestions with assistance.
• Understands the role in sales growth and meets branch-assigned and individual goals.
• Performs other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to Members and other Team Members at the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute dividends and interest.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written or oral form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. The Team Member occasionally must lift and/or move up to 10 pounds. Ability to stand for long periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER SKILLS AND ABILITIES

Must be able to process transactions in an efficient manner. Must be able to communicate policies and procedures to Members in an easily understood and professional manner.

Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures.