Member Experience Representative

INOVA FEDERAL CREDIT UNION • Elkhart, IN

1d • Onsite

About The Position

At INOVA Federal Credit Union, our mission is to improve our members’ financial well-being. As a Member Experience Representative, you will play a key role in delivering exceptional service to our members both in the branch and over the phone. This position focuses on listening to members’ financial needs, answering questions, and recommending products and services that help them achieve their financial goals. If you enjoy helping people, building relationships, and making a positive impact in your community, this may be the perfect role for you.

Requirements

• Professional dress and demeanor (suits, blazers, dresses, skirts etc. are expected, ties are optional)
• Problem solving abilities
• Active listening skills
• Fast learner
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Detail oriented and well organized
• Compassion and empathy
• A strong desire for continuous learning
• Communicates Appropriately, Clearly and Openly
• Uses professional language when speaking with supervisors, co-workers and members.
• Clearly communicates thoughts, ideas and information in writing and in-person conversation.
• Speaks in a logical, organized and coherent manner.
• Provides appropriate level of detail for the situation and audience.
• Listens to and considers others’ viewpoints.
• Exercises Sound Judgment
• Uses logical thought processes to analyze and draw conclusions.
• Identifies inconsistent or missing information.
• Draws conclusions from relevant and/or missing information.
• Considers the impact to INOVA Federal first and function second.
• Demonstrates intellectual curiosity; seeks out alternate opinions and viewpoints.
• Pivots to changing business needs.
• Maintain a Professional Demeanor
• Demonstrates self-control by maintaining composure and keeping a professional demeanor even in emotionally difficult situations.
• Takes ownership of one’s work.
• Maintains a positive attitude.
• Is pleasant, courteous, and professional when dealing with internal and external members or clients.
• Provides personalized service with prompt and efficient responses to meet the requirements, requests and concerns of members or clients.
• Understands and anticipates member needs.
• Drives for Results
• Owns the outcome and commits to seeing it through.
• Identifies roadblocks and effectively works to remove them to achieve the desired results.
• Seeks continuous improvement.
• Open to new ideas; embraces and champions change.
• Establishes a high degree of trust and credibility with others.
• Customer Service- 1 year experience
• Notary Public Training Requirements
• Ongoing training both in a classroom setting and independent study covering all products, services and any additional areas as needed.
• Annual Compliance Training

Responsibilities

• Provide outstanding member service by greeting members in the branch and assisting them over the phone.
• Listen carefully to members’ needs and recommend appropriate credit union products and services that support their financial well-being.
• Answer questions related to accounts, services, and general credit union information.
• Process member transactions accurately and efficiently.
• Build and maintain strong relationships with members by delivering a positive and welcoming experience.
• Educate members on available financial tools, services, and solutions.
• Maintain knowledge of credit union products, services, and promotions.
• Support team members and contribute to a collaborative branch environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed