PERSONAL EXPERIENCE REPRESENTATIVE

Mission: We help people improve their lives financially and support the communities we serve.

Job Summary: Guide members through their Personal Teller Machine (PTM) experience while delivering consistently exceptional member service.  Maintain a professional image through appearance and communication representing 7 17 CU’s core values of mutual respect, honesty, trust, integrity, empathy, partnership and team work.  Assist the Credit Union in meeting overall organizational goals by meeting acceptable levels of performance and position goals as determined by management.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing.  Essential duties and responsibilities include the following.

Primary Duties:

1. Accurately and efficiently process member transactions from a centralized remote location using PTM video technology at multiple branch locations using PTM teller software and 7 17’s current member profile information/transaction screens.  
2. Proactively suggest appropriate solutions to members to meet their financial needs. 
3. Educate, demonstrate and guide members on the use of the PTMs while positively promoting the benefits of the technology and ensuring a positive member experience.
4. Build member relationships and proactively suggest appropriate solutions to help members better manage their financial needs and empower them to make their own decisions.
5. Maintain overall knowledge of the solutions offered by the Credit Union.
6. Perform member service transactions to include: Deposits, withdrawals, loan payments, check cashing and transfers; deposit and loan account maintenance and service; answers to member questions; and providing resolution of account problems using advanced video technology.
7. Responsible for accurately balancing virtual transactions daily.
8. Adhere to prescribed maintenance of work station.
9. Obtain proper endorsements and identification according to Credit Union policies and procedures.

Confidentiality Requirements: Must keep members' information, transactions and other Credit Union business in strictest confidence.

Prerequisite Education:

High school diploma or equivalent

Prerequisite Experience:   Must have up to six consecutive months experience within the last three years, to include strong member/customer service background preferably in a Credit Union or other financial environment.

Other Prerequisite Requirements of the Position:

1. Demonstrate the ability to be comfortable, professional and engaging on camera at all times.
2. Excellent communication skills that are obvious in a video face-to-face member environment.

Required knowledge, skills and abilities once in the job:

1. Member service attitude and skills to include:  Team player attitude, commitment, patience, enthusiasm, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness.

2.  Professionalism to include:  Confidence, good judgment, appropriate demeanor and appearance; ability to interact with employees and members.

3. Skills to include: Problem solving, decision making, time management, interpersonal communications, organization, multi-tasking.

 4. Complete a high volume of transactions in a fast-paced video environment.

 5. Employees must wear specified colors as determined by management.

Certifications, licenses required once in the job: Must be bondable throughout employment.

Physical, Mental or Visual Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to:

Stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear

This job regularly requires the employee to lift _1__ to _20_ pounds __5_ times per day and sit up to 10 hours per day.

Specific vision abilities required by this job include:  close vision, distance vision, color vision, peripheral vision, depth perception, the ability to adjust and focus.

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.