Member Experience Officer

3 weeks ago

Duchesne, Utah, United States Mountain America Credit Union Full time
Job Summary

At Mountain America Credit Union, we are seeking a highly skilled Member Experience Officer to join our team. As a Member Experience Officer, you will be responsible for recognizing and meeting member needs by providing quality service through teller, branch operations, and loan servicing transactions. You will also be responsible for cross-selling products and services to help our members achieve their financial dreams.

Key Responsibilities
  • Provide quality service to credit union members by assessing member needs, advising to meet their needs, and assisting in those transactions.
  • Recognize member needs, educate on options for managing financial transactions through MACU tools, resources, technology, and cross-sell products and services as needs arise.
  • Resolve problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Follow up with member interactions with thank you notes and phone calls using the MACU (222) approach.
  • Prepare and disburse loans within lending limits and credit union guidelines.
  • Originate loans by accepting and reviewing loan applications, interviewing loan applicants, reviewing credit reports, and cross-selling loans.
  • Accurately maintain cash drawers and process transactions in accordance with established policies and procedures.
  • Assist in the opening and closing procedures of the branch and be responsible for Branch Security.
Requirements
  • At least one year of retail banking or related sales and customer service experience preferred.
  • Ability to satisfy immediate and unexpected needs by recommending credit union products and services with knowledge and confidence.
  • Ability to multi-task and maintain composure while handling all member activities and requests.
  • Ability to prepare loan documents and cross-sell financial services of the credit union to ensure quality service.
  • Ability to perform mathematical calculations.
  • Ability to communicate effectively using written and verbal communication.
Education and Certifications
  • High school diploma or equivalent.
  • Valid Driver's license required.
  • MSR Onboarding Package: Branch Foundations, Teller Follow-up Training, Annual FSR Certification.
  • New Account Training, IRA Training, Loan Training, Loan Follow-up Training, Notary Public, NMLS Certification.
Computer/Office Equipment Skills
  • Basic computer operating skills.
  • Beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel).
  • Type a minimum of 35 words per minute preferred.
  • Symitar experience preferred.
Physical Abilities/Working Conditions
  • Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently.
  • Ability to stand, walk, kneel, and crouch occasionally.

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

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