Senior Member Experience Associate

Summary: Process member financial transactions, including cash exchanges, payments, and negotiable instruments. Oversee teller line operations, cash flow management, and associate development. Manage lobby traffic and connect members with appropriate staff to ensure excellent service. Support credit union sales, service, training, and fraud prevention initiatives.

Role: To assist members with their financial transactions, including cash exchanges, processing payments and issuing and accepting negotiable instruments. To direct and schedule resources needed to meet the cash flow operations of the branch while supporting management with the development and growth of teller line associates.

To manage the lobby queue process and foster a hospitable experience while members wait. To act as a liaison between our walk-in membership and our centralized staff. Supports sales and service culture throughout the company, training objectives and any other initiatives as directed. To match the member needs with the CU employees that are best equipped to handle them.

Knowledge and Skills: Experience: One year to three years of similar or related experience; minimum of one year Member Experience Associate II experience recommended.

Education

A high school education or GED. Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Other Skills:

1. Strong interpersonal skills are a prerequisite necessary to the position.
2. Strong prioritization, time management and multi-tasking skills.
3. Ability to operate general office equipment and other credit union provided equipment.
4. Must be able to operate related computer software as provided by the credit union.
5. Ability to grasp the effects of member requests as they relate to individual accounts.
6. Knowledge of common scam and fraud prevention practices.
7. Above average knowledge of the financial industry, including an understanding of the check clearing process along with negotiable instruments and collections.
8. Knowledge and understanding of the basic processes of other credit union departments and branches.
9. Ability to work as a member of a team and embrace the credit union philosophy and the credit union mission, vision, and core values.