General Administrative Specialist

Pay Rate: $19 - $21/Hour

Duties:

The primary responsibility of a Member Experience Assistant is to welcome members and potential members to our organization across several channels of communication. These channels can include in person at our reception desk, on our teller line, over the phone, via email or in our chat platform. We are tasked with resolution of day-to-day questions presented by our membership that can include basic account information, product questions, help with gaining accessibility to our services and other routine matters that our members need assistance with. Must provide peace of mind and show empathy while delivering the excellent member service at every opportunity. Must always abide by the Credit Union's policies and procedures and protect member information with high sensitivity and ensure that calls are escalated appropriately and with the proper sense of urgency to provide resolution to our members concerns and requests.

We rely on to maintain a detailed knowledge of what each department and team member handles on a regular basis so that they can route calls and member requests appropriately. Additionally, we count on out to uphold our values while providing excellent member service with a ready to serve and positive attitude consistently. are evaluated and cross trained in other service areas, including the teller line, to allow them to grow in their position and have a significant impact on our success with delivering a memorable service experience.

Skills: Our Expectations

• All employees are expected to arrive for their shift on time daily with a positive outlook, professional appearance and ready to serve our membership while supporting the Credit Union Vision.
• Travel to other locations or offsite locations for training or other events may be required.
• Attend annual compliance training and maintain a working knowledge of all policy, procedures and regulations that impact their position, especially the Bank Secrecy Act.
• Adhere to established policies, procedures, and regulations and remain updated on changes by reading email, messaging, and attending meetings and trainings as scheduled.
• Must utilize the resources provided in product knowledge brochures, emails from leadership, the website and internal Product Knowledge Libraries to maintain a working knowledge of what offers its membership, key stakeholders, and subject matter experts in each area and how our departments work together to provide an excellent experience across all channels.
• This internal expertise is critical to ability to accurately answer questions, suggest products and services to meet member needs and connect staff with members in a timely fashion providing solutions to everyday routine and complex issues that may arise within our business.
• Must engage our members and potential members in conversation to identify sales and service opportunities based on current relationships and potential for new memberships in the existing member's household.
• Must consistently educate and cross sell products and services appropriately.
• Must educate visitors regarding qualifications for membership, participate in welcoming and onboarding new members and impact the growth of the Credit Union. This may be in the office or on campus during events.
• Responsible for ensuring that issues are resolved and that members receive follow ups appropriately and within determined turnaround times.
• Function as a backup teller as needed and must adhere to all cash handling and negotiable instrument procedures and policies in a teller capacity when working on the teller line.

Skills and experience required:

• 6 to 12 months of cash handling experience.
• Trustworthy, diplomatic, and professional with a strong understanding of excellent service standards.
• Strong understanding of confidentiality in a financial setting.
• Working knowledge of phone systems, basic banking products and services, protection of identifiable information and professional attire and presentation.

Education:

GED or High School Diploma.