Member Experience Representative

JOB SUMMARY

Responsible for delivering superior member service through a consultative sales approach.  The Member Experience Representative is responsible for opening new membership accounts, processing all consumer loan applications, and performing member account transactions using internal technology systems while adhering to all credit union policies, procedures, and applicable lending regulations. 

ESSENTIAL RESPONSIBILITIES

• Determine and present the member with the best options for meeting their financial goals through our lending, deposit, and other products and services.
• Educate members on Sharonview’s technology solutions and the various channels to conduct business with Sharonview.
• Open new membership accounts and educate new members on Sharonview’s products and services.
• Perform all branch lending functions, including the application process, gathering of loan documentation, closing the loan, and completing filing and follow-up. 
• Perform lobby engagement activities to connect with members and position credit union products and solutions to fit their needs.
• Drive internal and outbound sales conversations, including outbound calling, to proactively drive growth within the credit union sales culture.
• Engage in product and service conversations to position solutions that best-fit members’ needs to drive and achieve goals and objectives, including but not limited to deposit production, new member growth, business services, and referrals.
• Understand and know how to calculate the correct loan rate for a given product and be able to explain an APR.
• Process all member financial transactions, including but not limited to opening and closing accounts, issuing checks, processing deposits and withdrawals, issuing certificates, issuing IRA and HSA accounts, issuing drafts, and other negotiable instruments.
• Respond to member inquiries regarding account operation, access to services, account discrepancies, adding or reducing service features on various accounts, and assisting members.
• Operate a computer terminal to accurately post transactions, access account information, loan transactions, and update member account information.
• Perform and comply with branch physical security functions daily.
• Cross-offer, sell, and educate our members on Credit Union products and services.
• Be a brand ambassador for the Credit Union inside and outside the branch.
• Understand and be able to calculate and explain deposit rates and APRs/APYs to members.
• Accept empowerment to resolve complaints, solve member problems, and refund fees without supervisory approval. 
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• NA

EDUCATION & EXPERIENCE

• Bachelor’s Degree preferred but not required.
• Two or more years of related experience (customer service and cash handling); or an equivalent combination of education and work experience.

KNOWLEDGE, SKILLS & ABILITIES

• Must have an excellent member service orientation - actively looking for ways to help people solve problems or meet financial objectives.
• Maintain current knowledge of all deposit products plus consumer and real estate lending products.  Know a complete list of features and benefits of each of these products.
• Maintain current knowledge of all products and services, changes in federal regulations, and internal policies and procedures related to their job. 
• Maintain confidentiality and safeguard all member information.
• Possess the ability to perform active listening skills: give full attention during communication, take time to understand, asking questions for clarification.
• Demonstrate complex problem-solving skills - identify problems and review related information to develop and evaluate options and implement solutions.  Requires creativity, resourcefulness, strong decision-making, and quick-thinking skills and abilities.
• Maintain knowledge of and comply with all BSA-related regulations, internal policies, and procedures.
• Proficient with various computer software applications, including MS Word and MS Outlook, and ability to learn in-house application software.
• Possess effective interpersonal and communication skills in a variety of business circumstances.
• Maintain and promote a positive work environment through effective communication, feedback, collaborative discussions, and team communications.
• Must be able to obtain an NMLS license within the first 45 days in the role.
• Demonstrate strong organization skills, high accuracy, and the ability to multi-task in a fast-paced environment while giving attention to details.

PHYSICAL DEMANDS

• Sedentary work primarily involves sitting/standing and using a computer for prolonged periods.
• Light work that includes moving objects up to 20 pounds.
• Work requires the ability to speak and hear consistently.
• Communicate to exchange information via voice, email, teams, etc.
• Moving about to accomplish tasks or moving from one worksite to another.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Heavy use of computers.

ADDITIONAL INFORMATION

• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the position. All employees may have other duties assigned at any time.
• Sharonview complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources @ 800.462.4421 or via email Humanresources@sharonview.org