Member Engagement Specialist

2 weeks ago

Louisville, Kentucky, United States Transcend Credit Union Full time
Job Overview

Objective: The main objective of this role is to support the Credit Union in achieving its mission of positively impacting each member's financial well-being. This position involves providing a range of financial services to both existing and potential members of the Credit Union.

Key Responsibilities:

  • Ensure exceptional and consistent service delivery to both external and internal members, adhering to our service commitments.
    • Values: Respectful, Resourceful, Attentive, Responsive, Accurate, and Appreciative.
  • Regularly assess and comply with operational procedures and internal controls to safeguard member accounts, cash, investments, and assets from potential loss.
  • Report any suspected misconduct related to financial improprieties, breaches of operational procedures, company policies, misuse of Credit Union assets, or any other fraudulent or illegal activities that could harm the Credit Union's interests.
    • Conduct consumer lending tasks, including obtaining credit bureau reports, interviewing loan applicants, collecting credit application data, and explaining loan options, rates, terms, and collateral requirements.
    • Establish IRA/SEP accounts and US Savings Bonds, and possess comprehensive knowledge to advise members on these programs.
    • Identify members' financial needs and recommend suitable Credit Union solutions. Promote relevant products and services to benefit members while achieving sales targets set by the Credit Union.
    • Develop and maintain strong relationships with members by providing prompt, reliable, and courteous assistance with financial transactions and services.
    • Open new accounts, including business, estate, and trust accounts. Organize new account files and supply members with all necessary membership information.
    • Act as the branch vault teller for the Credit Union, which includes ordering cash from the Federal Reserve, verifying cash received, fulfilling teller cash orders, ensuring vault security, and balancing vault cash nightly. Serve as a backup in this role at the main office as needed.
    • Handle routine member transactions, including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing.
    • Fulfill the Greeter role by assisting and directing members and guests, as well as managing phone calls not addressed by the Call Center.
    • Conduct branch cash and inventory audits.
    • Serve as a backup for the Branch Manager or Regional Manager during their absence.
    • Balance the cash drawer at the end of each shift and compare totals to core processor totals. Investigate and resolve discrepancies, reporting any issues to the immediate supervisor and VP of Operations.
    • Make outbound calls to promote Credit Union products and services.
    • Participate in Lending Center or Call Center call queues as necessary.
    • Maintain up-to-date knowledge of all Credit Union products and services relevant to teller operations, as well as related policies, procedures, rules, and regulations, including robbery protocols.
    • Perform other duties as assigned.

Qualifications:

  • High School Diploma is required.
  • Two years of experience in a financial institution is preferred.
  • Exhibit a consistently positive and helpful demeanor with both internal and external members. Act with urgency to resolve issues and deliver outstanding service. Must be service-oriented.
  • Ability to adhere to the Credit Union's Service Mission and Promises.
  • Present a polished and professional image in conduct and appearance.
  • Possess excellent written and verbal communication skills.
  • Proficient in using personal computers and applicable software utilized by the Credit Union.
  • Self-motivated with the ability to perform at a high level with minimal supervision. Results-driven.
  • Effectively and accurately cross-sell Credit Union products and services.
  • Capable of managing multiple and/or changing priorities simultaneously.

Physical Requirements:

  • The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.
  • The employee is primarily required to sit, with occasional standing, stooping, kneeling, or crouching.
  • The employee must occasionally lift bagged coin (approximately 25 pounds).

Work Environment:

  • This position operates in a professional office and banking environment. The role may routinely utilize standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Transcend is an Equal Opportunity / Affirmative Action employer. Transcend Credit Union selects qualified individuals without regard to race, color, religion, sex, national origin, disability, age (40 and over), genetic information, classification as a veteran of the Vietnam era or any other characteristic protected by applicable federal, state or local law; and all other legally protected statuses for our operations. It is the practice of the Credit Union to act affirmatively to expand employment opportunities that contribute to a diverse workforce. The Credit Union is committed to this concept and the principles of the Equal Pay Act of 1963, the Civil Rights Act of 1964, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973 and the Vietnam Era Veteran's Readjustment Assistance Act of 1974, as well as the various other federal, state and local civil rights laws and the guidelines promulgated by the agencies responsible for the implementation of these laws.

Transcend Credit Union is an E-Verify Employer.

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