Member Account Representative
Role-Specific Contributions: This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Member Service · Maintain a polite and professional demeanor in all communications, whether in person or over the phone to build trust and foster positive relationships with members · Engage in active listening during interactions with members, fully focusing on their needs and concerns, and providing thoughtful, accurate responses to ensure their satisfaction · Make sales referrals and suggest alternative self-service options to provide convenient solutions and enhance the overall member experience 2. Transaction Processing · Processing a variety of transactions accurately and efficiently in accordance with established policies, procedures, and regulatory compliance · Adhere to balancing standards by accurately completing end-of-day balancing and following security procedures for cash handling · Leverage digital tools to enhance member engagement, ensuring seamless access to online and mobile platforms, personalizing the experience 3. Community · Represent the credit union at sponsored community events to promote positive engagement · Participate in volunteer activities within the local community to support and enhance the credit union’s presence Managerial Responsibilities: None Education and/or Experience: While this level of expertise will generally be attained with a minimum of one year in a previous customer service role andHigh School Diploma/GED, priority will be placed upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals. Certificates, Licenses and Registrations (if applicable): None Culture & Leadership Contributions: Leadership, culture, and strategy (LCS) are the fuel that enable us to fulfill our mission of enriching the lives of our members to create a world where financial freedom is a reality. The five leadership practices below amplify our culture, in service to our strategy. · Maintains stability during uncertainty. Demonstrates a focus on purpose and commitment to the strategic priorities of the organization while inspiring others to do the same. Is able to simultaneously understand the macro environmental factors, financial imperatives, and cultural needs of the organization while attending to the specific individual needs of team members. · Sparks meaningful change by employing a continuous improvement mindset. Possesses the strategic outlook to anticipate needs of members, team members, and the communities we serve and authors tangible steps to meet them. Embraces new methods of delivering within areas of responsibility as well as demonstrating an openness for change originated elsewhere, while inspiring others to do the same. Stays connected to trends in market and environment to identify opportunities to innovate. · Influences positive outcomes. Accountability for our mission and the path to making it a reality is demonstrated in daily leadership practices as well as fulfillment of responsibilities and commitments. Provides regular and ongoing coaching. Is a servant leader that identifies the missing pieces to make an individual, team, or department successful and supports filling the gap. Performance focused, including the development of accountability measures for self and others. · Develops and enriches others. Nurtures team development and collaboration across functional areas of the credit union and mentors individual team members. Helps identify and present opportunities to improve both directly to meet/exceed expectations and through competency development that will support long-term success. Connects others to experiences that enable growth while maintaining own continuous learner mindset. Recognizes and rewards team members and partners regularly, sharing authentic gratitude and reinforcing strengths. · Creates the right conditions for success. Actively monitors the engagement of team members and partners, taking steps to ensure heart and minds are engaged, including following through on Eagle Pulse action plans. Demonstrates an understanding of the importance of inclusion, including diversity. Anticipates the talent needs and succession imperatives within functional area. Work Standards – This section encompasses language, mathematical skills, reasoning ability, physical and mental demands and the overall work environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. · Ability to read analyze and interpret a variety of business correspondence · Ability to work with mathematical concepts and calculations · Knowledgeable in the use of General Office Equipment · Exhibit Keyboard Dexterity · Lift/Carry up to 25 lbs. · Ability to travel · Prolonged sitting and/or standing · Moderate noise level |
Employer:
Employer:
American Eagle Financial Credit Union
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