Virtual Experience Specialist

Description

Virtual Experience Specialist 

Department

Virtual Experience Department

Reports To

Virtual Experience Manager/VP of Member Experience/Chief   Member Experience Officer  

Telework Available

No

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 5 

Level II: 5

Level III: 6

Summary

To assist the credit union in achieving its mission statement: “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”, the Virtual Experience Specialist is responsible for performing a broad variety of member service activities via the interactive teller machines with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Teller 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 Universal Employee.

Current Level

Teller   Initials

Manager   Initials

Date

? 90 Day Introductory Period   with $5,000 Cash Limit

? Virtual   Experience Specialist I with $10,000 cash limit; minimum 90 days working at   PFCU

? Virtual   Experience Specialist II with $50,000 cash limit; minimum 12 months working   at PFCU

? Virtual   Experience Specialist III with $125,000 cash limit; minimum 5 years working   at PFCU or similar experience

*NOTE: 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 Virtual Experience Specialist. Experience will also determine how soon an employee may advance to the next level of the position.
 

Essential Functions, Duties, & Responsibilities

· 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. 

· Completes transactions utilizing PFCU service standards through our interactive teller machines (ITMs). To include processing 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. Able to find errors with minimal help beyond introductory period. 

· Verify member ID; examine checks for endorsement and negotiability. Detect and resolve discrepancies promptly. 

· Balances drawer and ITMs at end of shift.

· Maintains transactions average, overs/shorts, and voids/adjustments at a satisfactory or greater level; refer to individual scorecard. 

· Use necessary formats to effectively communicate with members and coworkers. Promptly respond to all forms of communication including emails and voicemail. 

· 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.

· Assume responsibility for member education. Promote, explain and cross-sell other credit union products and services that would benefit the members current needs. Actively participate in Credit Union incentives.

· Ensures that the Credit Union’s image is favorable and clean, 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.

· Protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

· 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. 

· Seek training opportunities to develop or enhance through training, conferences, reading etc. Willingly participate in and attend educational functions and meetings as requested by management. 

· Provides support to members with online banking access, functionality, and general service inquiries.

· Assists members with online certificate applications, conducts member outreach as needed, and ensures accurate distribution of required documentation upon certificate completion.

· Collaborate with departments across the organization to strengthen fraud prevention efforts and protect member assets and sensitive information.

· Provide support outside of standard business hours to meet member needs, ensure service continuity, and minimize disruptions to member access and organizational operations.

· Develop and cultivate community relationships. 

· Perform all other duties as assigned.

Additional Essential Duties and Responsibilities for Level II and above:

• Provides guidance to Virtual Experience      Specialist I while assisting with training, mentoring and/or orientation;      help them to understand their role at PFCU. 
• Troubleshoot and answer members’      questions regarding their accounts and PFCU services and programs. Route      inquires to appropriate department after exhausting troubleshooting      techniques. 
• Makes judgment decisions      regarding comments, warning information, altered items and stale dated      checks after sufficient experience is gained. 
• Provide management with new or      innovative ways for improvement of employees, service quality or products offered.      
• Processes and reviews MDC checks,      communicates with members, and monitors transactions for potential      fraudulent activity.

Additional Essential Duties and Responsibilities for Level III:

• Assist Virtual Experience Specialists      with balancing. Promptly remedy and assist with teller related corrections      on member accounts; able to assist with and answer member questions. Be      available for overrides; voids/adjustments.
• Set a positive example and be a      role model by building relationships, being dependable, demonstrating      initiative, responsibility, integrity, professionalism and take      responsibility to see that all tasks are done correctly. Handle complex      situations with confidence, knowledge and creativity. Be a leader. 
• Maintain and model an atmosphere      that encourages cross selling and a positive attitude, with well trained      staff (through coaching, communication and department meetings) and      self-motivated individuals. Actively participate in Credit Union      incentives. 
• Have advanced knowledge of PFCU      products & services, policies and procedures, or rules and      regulations; assist members and employees as needed and as opportunities      present themselves. Enforce the behaviors required to support employee’s      goal achievement and assist in developing employee’s product knowledge and      cross selling skills.

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 

One to three years of similar or related experience is required, sales 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.

· Aptitude for handling money and detailed work.

· Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, 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.

PFCU is an equal opportunity employer