Member Experience Representative - Universal I

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    "requisitionDescription": "<div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.23.14/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\">&nbsp;<link href=\"https://static.workforcenow.adp.com/mas/mdf-components/24.23.14/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\"><div><strong><span style='color: rgb(65, 65, 65); font-family: \"times new roman\", serif;'>Title</span></strong><span style='color: rgb(65, 65, 65); font-family: \"times new roman\", serif;'>: <span data-teams=\"true\" id=\"isPasted\">Member Experience Representative - Universal</span></span><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Purpose</span></u></strong></span></p><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><span style=\"font-size: 11px; color: rgb(65, 65, 65);\">&nbsp;</span></strong></span></p><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style='font-size: 14px; color: rgb(65, 65, 65); font-family: \"times new roman\", serif;'>Our Universal Member Representative&rsquo;s serve as a liaison between the members and the credit union. The role will require you to professionally manage members&#39; daily inquiries/needs by providing account information and information on the credit union products and services</span><span style='font-size: 14px; color: black; font-family: \"times new roman\", serif;'>&nbsp;while&nbsp;</span><span style='font-size: 14px; color: rgb(65, 65, 65); font-family: \"times new roman\", serif;'>providing high quality member service. Processing teller transactions, opening accounts for members and resolving issues. Cross-selling and actively marketing Credit Union products, services, and promotions.</span></p><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><span style=\"color: rgb(65, 65, 65); font-size: 11px;\">&nbsp;</span></strong></span></p><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Requirements</span></u></strong><u><span style=\"color:#414141;\">:</span></u></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li style='font-family: \"times new roman\", serif; font-size: 11px;'><span style=\"color: rgb(65, 65, 65);\">&nbsp;<span style=\"font-size: 14px;\">Knowledge of Credit Union Banking/Services Required</span></span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">&nbsp;High school graduate or GED</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">&nbsp;Knowledge of products and services preferred.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">&nbsp;Computer literacy required.</span></li><li id=\"isPasted\" style='font-size: 14px; font-family: \"times new roman\", serif;'>Notary Public required within 180 days of hire.</li></ul><p style='margin:0in;text-indent:0in;line-height:18.0pt;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Qualifications &amp; Objectives of role</span></u></strong></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Effective communication and time management skills</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Attention to detail and organizational skills.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Ability to identify cross-sell opportunities and promote and describe credit union products and services such as checking accounts, share certificates, debit cards, online banking/mobile banking products and loans.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Receive and process member financial transactions.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Balance cash drawer, branch cash and daily transactions at the end of day, researching and resolving any discrepancies.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Respond to all member communications; up to and including calls, emails, and online messages, in a prompt manner.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Process or assist members with various requests including address changes, account updates, stop payment, unauthorized requests, payoff requests and account verifications.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Loan origination</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Identify lending opportunities</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Proficiency in Quality Control and calculation of (POI) Proof of Income</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Take and enter loan applications. Once loans are approved by underwriting, prepare loan closing documents in accordance with regulation and policy</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Submission of Home Equity Applications to the Home Equity &ndash;MSR and facilitate closing</span></li></ul><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Duties and Responsibilities</span></u></strong></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Greet and welcome members to the credit union in a professional manner. Efficiently provide prompt and accurate service. Promote credit union products and services based on member needs. Inform members of deals and promotions. Proficient in system navigation.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Respond to members&rsquo; requests, problems, and complaints. Management may need to assist. Resolve member complaints via phone, email, or mail.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Open new accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership. Assist with placement of orders of products ex: debit cards, checks etc. Proficiency in Quality Control.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Manage requests from members for transfers of shares to loan payments, share withdrawals, check requests, cd transactions, line of credit advances and any other requests received from members.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Use telephone to reach out to members and verify account information, greet members warmly and ascertain problem or reason for calling.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Follow up within 2 weeks to ensure members receive checks, debit cards and are able to access electronic services.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Cancel or upgrade accounts. Attempt to persuade members to reconsider cancellation of accounts.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Suggest solutions when a product malfunctions.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Utilize computer technology to manage high call volumes.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Work with Branch Manager to ensure proper member service is being delivered. &nbsp;Manage changes in policies or renewals. &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Support Credit Union mission on Volunteer and Community Activities</span></li><li style='font-family: \"times new roman\", serif;'><span style=\"color: rgb(65, 65, 65);\"><span style=\"font-size: 14px;\">Adherence to all Internal/External regulatory policies, procedures, and regulati</span><span style=\"font-size: 11px;\">on</span>s.</span></li></ul><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;margin-bottom:8.0pt;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Loan Origination</span></u></strong></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Identify all lending opportunities when pulling credit reports.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Take and enter loan application, present for loan officer approval, prepare loan closing documents, and close loan in accordance with all regulations and policies.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Submit Home Equity Applications to the Home Equity &ndash;MSR and facilitate closing.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Member follow up within two weeks by phone, all conversations to be noted on accounts.&nbsp;</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Proficiency in Quality Control</span></li><li style='font-family: \"times new roman\", serif; font-size: 11px;'><span style=\"color: rgb(65, 65, 65);\"><span style=\"font-size: 14px;\">Proficient in calculating Proof of Income (POI)</span>&nbsp;</span></li></ul><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;margin-bottom:8.0pt;background:white;'><span style=\"font-family: 'times new roman',serif;\"><strong><u><span style=\"color:#414141;\">Teller Responsibilities</span></u></strong></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine Share drafts/checks for proper endorsement and enter deposits into computer records. Cash share drafts/checks and process withdrawals; ensure proper identification is made. For all members and shared branch members. Receive mortgage, consumer loan and other payments and ensure the payment matches balances due. &nbsp;Enter payments properly into the computer. Place appropriate holds on accounts.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Balance cash drawer at the end of the shift and compare totaled amounts to computer-generated proof sheet. Research and resolve discrepancies. Report any discrepancies to the supervisor, as necessary.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Must have comprehensive knowledge of all credit union products and services and all related Credit Union policies and procedures as well as comply with all State and Federal Regulations.</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Confidentiality: Ensure member information is secure</span></li><li style='font-family: \"times new roman\", serif; font-size: 14px;'><span style=\"color: rgb(65, 65, 65);\">Perform other duties as assigned by management.</span></li></ul><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;margin-left:.25in;background:white;'><span style='color: rgb(65, 65, 65); font-family: \"times new roman\", serif; font-size: 14px;'>&nbsp;</span></p><p style='margin:0in;text-indent:0in;line-height:normal;font-size:16px;font-family:\"Times New Roman\",serif;margin-left:27.75pt;background:white;'><span style='color: rgb(65, 65, 65); font-family: \"times new roman\", serif;'>&nbsp;</span></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div>\n",
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