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Member Experience Officer

2 months ago

Mount Ephraim, New Jersey, United States Mountain America Credit Union Full time
Job Summary

At Mountain America Credit Union, we are seeking a highly skilled and customer-focused Member Experience Officer to join our team. As a Member Experience Officer, you will play a critical role in providing exceptional service to our members, building strong relationships, and helping them achieve their financial goals.

Key Responsibilities
  • Provide quality service to credit union members by assessing their needs, advising on products and services, and assisting with transactions.
  • Build and maintain relationships with members through in-person and phone conversations, ensuring a positive and personalized experience.
  • Recognize member needs, educate on financial management options, and cross-sell products and services to meet their needs.
  • Resolve member complaints and issues in a timely and professional manner.
  • Prepare and disburse loans within lending limits and credit union guidelines.
  • Originate loans by reviewing applications, interviewing applicants, and cross-selling loans.
  • Accurately maintain cash drawers and process transactions in accordance with established policies and procedures.
  • Perform other duties as assigned, including travel to other branches and attending SEG events.
Requirements
  • At least one year of retail banking or related sales and customer service experience.
  • Ability to satisfy immediate and unexpected member needs by recommending credit union products and services.
  • Ability to multi-task and maintain composure while handling member activities and requests.
  • Ability to prepare loan documents and cross-sell financial services to ensure quality service.
  • Ability to communicate effectively using written and verbal communication.
  • High school diploma or equivalent required.
  • Valid driver's license required.
Preferred Qualifications
  • Basic computer operating skills and beginner to intermediate skills in Microsoft Office (Outlook, Word, Excel).
  • Type a minimum of 35 words per minute preferred.
  • Symitar experience preferred.
Working Conditions

The Member Experience Officer will work in a fast-paced branch environment, interacting with members and colleagues to provide exceptional service. The role requires the ability to work in a moderate noise environment and to lift up to 10 pounds consistently and up to 50 pounds occasionally.