Experience Specialist 2

Description

Experience Specialist

Department: Operations

Reports To: Branch Manager/VP of Branch Operations/Chief Member Experience Officer

Pay Classification: Hourly

FLSA Status: Non-Exempt

Position Grade:

Level I: 6

Level II: 7

Level III: 8

This role reports to our Ionia branch location and also supports our other west region branches on an as needed basis. (Mileage is paid for travel to branches outside of the "home branch" in accordance with our travel policy)

Summary

To assist the credit union in achieving its mission statement: PFCU will deliver financial well-being with value, convenience and exceptional service. The member Experience Specialist will accept personal responsibility and accountability for every member contact and take personal ownership of all situations presented. Responsible for performing a broad variety of member service activities, including cash handling with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner. While actively seeking out opportunities to build member relationships through education opportunities. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Experience Specialist level information

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Experience Specialist employee.

To qualify for a position level advancement, the employee must consistently meet requirements of the current level before consideration of advancement to the next level. The employee will successfully display the ability to accomplish the duties and responsibilities of each level when advancing from one level to the next.

Essential Functions, Duties, & Responsibilities

Essential duties and responsibilities listed within each category include; are not limited to the duties listed below. When moving from one level to the next, duties and responsibilities are inclusive of all previous levels.

Experience Specialist Level I:

• Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.
• Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member transactions.
• Run transactions using cash and checks; deposits, withdrawals, transfers funds, makes payments and disburses funds. Provide members with account status, including current balances. Understand and complete appropriate forms needed to assist member. Secure your assigned cash and checks, including bottom drawers. Maintain and balance a cash drawer/TCR. Able to find errors with minimal help beyond introductory period.
• Verify member ID; examine checks for endorsement and negotiability. Detect and resolve discrepancies promptly.
• Able and willing to help with daily duties; including but not limited to Check 21, scanning, processing of mail deposits, processing ATM, ITM, business deposits, Night Drop deposits, stocking supplies and serve as the 2nd cash verifier when balancing the vault; remembering that your primary purpose is to serve the member.
• Maintains transactions average, overs/shorts, voids/adjustments at a satisfactory or greater level.
• Maintain an up-to-date comprehensive knowledge of all credit union products and services.
• Maintains an up to date and comprehensive knowledge on all related policies, procedures, and rules & regulations, including security procedures for all locations.
• Cultivate personal relationships with the membership; assume responsibility for member education. Promote, explain and educate the member on credit union products and services of benefit, meeting the established cross education goal at least 8 out of 12 months each appraisal year.
• Process additional basic account maintenance on a personal account including but not limited to; adding/changing authorized account users, address changes, beneficiary updates, ACH origination, check reorders, renewing certificates of deposit and subsequent actions.
• After account establishment open additional sub-shares, opening certificate of deposit and services opened after established membership. Assist members with access to Safe Deposit Box.
• Proficient and fluently use all programs used by an Experience Specialist including, not limited to Synergy, Instant Issue, DocuSign, etc.
• Use necessary formats to effectively communicate with members and coworkers. Promptly respond to all forms of communication including incoming phone calls, emails, chat software and voicemail.
• Ensure that the Credit Union’s branch image is favorable, reflecting a sound and secure financial institution; practice sound housekeeping procedures, safety measures, and provide a pleasant atmosphere for members and co-workers.
• Ensure that OFAC, currency reporting, Red Flag and suspicious activity reports are done promptly and correctly.
• Maintain cleanliness and security of work area and equipment including protecting the confidentiality of member information.
• Seek training opportunities to develop or enhance knowledge through training, conference, reading and etcetera.
• Willingly participate in and attend educational functions and meetings as requested by management.
• Provide management with new or innovative ways for improvement of employees, service quality or products offered.
• Assist with training and support of team members.
• Assist members by witnessing document signing; follow up with the processors to ensure completion of consumer loan closing.
• Develop and cultivate community relationships.
• Perform all other duties as assigned.

Experience Specialist Level II:

• Open new in-person and online membership accounts.
• Have complete knowledge and ability to modify all aspects of Specialty Accounts and IRAs.
• Able to assist members via telephone and e-mail with financial transactions and inquiries. Positively verify members before completing transactions. Troubleshoot and answer members’ questions regarding their accounts and PFCU services and programs. Route inquires to appropriate department after exhausting troubleshooting techniques.
• Perform notary duties.
• Open, maintenance and close Safe Deposit Boxes.
• Maintain accounts and assist with file maintenance.
• Maintain knowledge of the loan policy, interest rates, available terms and loan alternatives. Referring any loan application inquiries to a loan originator.

Lead Experience Specialist- Level III:

• Maintain accounts and assist with complex file maintenance.
• Assist management in creating a positive work environment. Serve as point of contact in the absence of management, providing guidance and support to team.
• Assist management with the operations of the Branch. This may include, but is not limited to; scheduling, assist employees or members in solving routine to complex account problems or questions on products and services, policies and procedures, or rules and regulations.
• Lead by example. Encourage and motivate peers to achieve member education expectations and goals.
• Assist management with brainstorming, creating and preparing for team meetings on pertinent topics, which could include, My MARC service expectations, opportunities for improvement, product

knowledge, changes in procedure or policy, etc.

• Effectively communicate with employees to ensure a positive and clear understanding of branch team goals.
• Assist with the operations of the branch by answering questions, solving problems, helping with complex transactions and sensitive member concerns, explaining policies and procedures to members. Approve member exceptions and authorize service fee refunds to members when deemed necessary.
• Assist management with pulling reports needed to complete employee monthly performance sheets. Monitor office activity, including number of transactions, phone calls and cross sales to ensure highest level of quality service to members.
• Assist in the investigation of employee cash offages and errors, offering support for resolution.

Regulatory Compliance

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

Confidentiality

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

Security

To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Requirements

High School Graduate or equivalent

Work Experience

Level 1: One year of similar or related experience required, one year of sales experience preferred

Level 2: Two years of similar or related experience required, with two sales experience preferred

Level 3- Lead: Three years of similar or related experience required, with two years’ Experience Specialist experience preferred

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills & Abilities

• Excellent knowledge of the credit union’s core system.
• Excellent working knowledge of the forms and documentation used by the credit union.
• Strong knowledge of credit union products and services.
• Excellent understanding of the Credit Union departments and procedures.
• Punctual, self-motivated, confident and accurate.
• Excellent communication and interpersonal skills both written and verbal.
• Able to stay calm under pressure.
• Professional attitude; supportive management.
• Neat and professional in appearance and dress.
• Ability to create good word of mouth; proven ability to effectively refer products and services. Excellent math skills.
• Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, computer, and telephone.
• Good typing skills.

Physical 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; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

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. The noise level in work environment is usually moderate. While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.

Mental Demands

The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.

Intent & Functions of Position Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff or termination decisions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act (ADA), it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

PFCU is an equal opportunity employer