Member Service Specialist (Guide)

Description

Role:

The role of a Guide with Lookout Credit Union is to act as the primary point of contact for our members at a branch. A Guide has the necessary attitude, knowledge, adaptability, and communication skills to confidently explain and deliver any financial product or service offered by the Credit Union that will enrich the lives of our members and further develop the member's relationship with the Credit Union. A Guide possesses the ability to explain the credit union difference, more specifically the Lookout Credit Union difference by promoting the Credit Union as a superior financial institution to members, both internally and externally, and empowering all to tread fearlessly.

Essential Functions & Responsibilities:

• Guides will accurately process member financial transactions, including deposits, withdrawals transfers and loan payments as directed by Members via phone, mail or in person. (20%)
• Opening new accounts primarily through Online Account Opening (OAO), account maintenance and entity updates. Recommend solution-based deposit products and services including Rewards Plus Checking, CDs, money market (MM) accounts and IRAs. (20%)
• Promoting and assisting members with digital first solutions including mobile wallet, remote deposit capture (RDC), e-statements, bill pay, Zelle, debit/credit cards and other app/online banking (OLB) features. (20%)
• Answering general loan inquiries, including quoting of rate, terms and payments, while providing education regarding credit history and score, originates initial loan application and makes referrals to Consumer, Commercial, Mortgage Lending and Wealth Management teams. (20%)
• Maintain a working knowledge of all products and services offered by the Credit Union including all loan and deposit products, related services, policies and procedures. Frequently shares financial education with Members and other team members. (10%)
• Accurately balances assigned cash drawer and daily transactions. (5%)
• All other job-related duties as assigned. (5%)

Performance Measurements:

1. The employee's actions should always reflect the Credit Union's TREAD model to TEACH our Members and each other, RESPECT the Credit Union culture and philosophies, EMPOWER ourselves and others, ADAPT to the surroundings, and DELIVER on our promises.
2. Balance cash drawer daily, being no more than $20 out of balance on a given day, with total outage (difference between actual drawer balance and system balance) not to exceed $75 in a six-month period.
3. The education of Members surrounding all things in their financial lives is imperative to the success of both the team member and the Credit Union. The success of the team member will be measured by the number of products and services a Member utilizes as a result of interaction with the team member through surveys or review feedback from Members, as well as the overall growth of the Credit Union.
4. Members deserve us bringing our best selves to work every day. This means being positive, productive, and helpful in all interactions with Members and fellow team members.

Requirements

Experience: One month to twelve months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Working knowledge of basic computer skills and applications including email and word processing functions. Use/operate a computer keyboard and 10-key calculator by touch. Attention to detail and entering data accurately is essential.

Physical Requirements: Written and verbal communication is important to impart detailed information accurately and efficiently to Credit Union members and team members. Members and team members. Must be able to exert up to 30 lbs. of force to occasionally lift, carry, push, pull, or otherwise move objects. Work involves standing most of the time but may involve walking or sitting for brief periods of time.

Work Environment: Work is generally performed in a temperature-controlled office environment. Exposure to ambient office equipment noise such as computers, telephone, and conversations between Credit Union and team members.