Member Experience Associate

Description

Objective

The Member Experience Associate contributes significantly to the branch's success by delivering exceptional member experiences, fostering long-lasting relationships, and identifying appropriate solutions for members while managing traditional teller responsibilities. The objective is to effectively execute all service transactions and sales routines to deepen member relationships, identify members’ financial needs, and present appropriate Credit Union solutions.

Job Responsibilities

• Assist members with everyday teller transactions, including deposits, withdrawals, payments, issuance of cashier’s checks, replacement debit card orders, and updating tax forms and addresses, accurately and efficiently, while complying with all policies, procedures, and regulatory requirements.
• Assist in the daily processing of mobile deposits, maintenance of weekly ATM settlements, check copies, and statement requests, and documentation uploading to correct files/systems.
• Ensure the International Debit Card process is followed and all cards are shipped appropriately.
• Engage members as they enter the branch by welcoming them and making them feel appreciated. This includes managing lobby traffic, sharing digital solutions, and identifying the members' financial needs.
• Assist members (in-branch) with the new account opening process (Share savings, Share drafts, and Share certificates) while following all compliance processes and procedures.
• Conduct a relationship-focused review of the member's profile and accounts to recommend appropriate products and services to further enhance the member's financial journey.
• Process in-branch domestic and international wire transfer requests for members.
• Take complete ownership of members’ issues and disputes, resolving them promptly and effectively to ensure complete member satisfaction with proper resolution.
• Educate members on self-service capabilities and encourage the use of digital service channels (e.g., the Website, Zelle, Mobile Apps, and ATMs).
• Become a subject member expert for the branch and remain flexible in position based on the branch coverage needs.
• Listen carefully to the member and willingly assist with any member questions or issues.
• Maintain ongoing knowledge and complete understanding of IDB Global Federal Credit Union’s product offerings, campaigns, events, procedures, and policies.
• Foster teamwork in the branch to create a warm, welcoming, and friendly environment for members and employees and ensure a positive overall member experience.

Requirements

Requirements

• Fluency in Spanish and English (verbal and written) is strongly preferred.
• High School diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Strong attention to detail and time management.
• Customer service-focused with experience managing complex transactions across multiple systems.
• Ability to learn products, services, procedures, and systems quickly and accurately.
• 1-3 years in sales/service in the financial services or comparable industry preferred.
• Punctual, dependable, and proactive initiative-taking.
• A general understanding of banking products and services is preferred.
• Previous teller or cash-handling experience is strongly preferred.
• Experience with digital engagement and basic sales/referrals.
• Excellent people skills
• Basic computer skills and digital tools skills
• Demonstrates professional demeanor and appearance.