Job description
Personal Experience Rep
Assist customers with a wide variety of services and advise as to how best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service. Helps build positive member relations by providing prompt, efficient, accurate, courteous and personalized service to members.
Major Duties and Responsibilities
- Key Performance Indicators (KPI's) such as (transactions per hour, wait time, and NPS are met and/or exceeded, while maintaining a high level of member service as defined by service benchmarks.
- Educates members on credit union products and services. Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union.
- Conducts engaging real time interactions and virtually processes member transactions received via ITMs including deposits, withdrawals, transfers, and loan payments. Ensures that proper identification and endorsements are obtained for all transactions.
- Processes member requests for check orders, address changes, loan advances, opening sub accounts, open/close Shared Certificates and closing existing accounts, etc. where first contact resolution is possible and creates a low effort escalation to the appropriate department or team member if needed.
- Performs department related tasks including balancing checks received and ITM’s. Accurately balances assigned cash drawer.
- Cross trains to assist in Division document and email queues.
- Regular and consistent attendance required.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
- Completes all other tasks, assignments or functions as assigned and/or required.
Experience
- A minimum of one year up to three years of similar or related experience, including preparatory experience.
- A high school degree or equivalent
- Interpersonal Skills
- Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.
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