Member Engagement Specialist 2

POSITION SUMMARY The purpose of this position is to identify and provide information regarding credit union products and services that will benefit members. This includes processing member's requested financial transactions over the phone via digital channels and using video technology via Personal Teller Machines (PTM) in an omni-channel fashion. Provides prompt, professional, and courteous service to internal departments, retail branches, and members.

ESSENTIAL FUNCTIONS

• Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing. Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.

• Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.

• Ensure transactional and informational accuracy.

• Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.

• Process member transactions received via mail.

• Image documents to Synergy.

• First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.

• Exceed or maintain an acceptable score on the Quality Assurance Scorecard. Achieve Key Performance Indicator goals.

• Regular and predictable attendance.

• Perform additional job-related duties as assigned.

EDUCATION/ EXPERIENCE

• One year to two years of similar or related experience.

• A high school education or GED.

• Ability to accurately process account entries and transactions and construct basic professional and grammatically correct correspondence.

•Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions and procedure manuals.

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

• Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form. Ability to perform duties using multiple system simultaneously.

• Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.

• Position requires sitting for extended periods; use hands to fingers, handle or feel; reach with hands and arms; talk or hear. Must be able to speak and hear distinctly, specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Member Engagement Consultant