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Job Description:

This position has an emphasis on demonstrating sales acumen and identifying member needs while finding solutions as a representative for Partners Federal Credit Union. This is achieved through interactions and development of long-term profitable relationships with our member. The Team Digital Member Experience Professional II will determine member's financial needs and present and offer the best financial solution in a digital work environment. Works within the sales and support teams for the achievement of Member satisfaction, revenue generation, and long-term account goals in line with company core values and winning behaviors. In addition, the Member Experience Professional II is responsible for interaction with members by telephone and electronic correspondence providing friendly, efficient, quality service and accurate information. Follows all Credit Union policies and procedures.

Essential Responsibilities:
1. Build a “Book of Members”, ensuring periodic contact to deepen the membership with
2. Input data quickly and efficiently. Research and obtain further information for incomplete documents.
3. Ensure all new member data is entered accurately. Correct errors as needed. Comply with data integrity and security policies.
4. Follow all confidentiality procedures to protect member and credit union information.
5. Update and add notes regarding call and member to all Synapsys events
6. Take inbound calls and emails (account assistance/maintenance, submitting events, family referrals, new memberships)
7. Understands and complies with all policies, procedures, standards and guidance relevant to assigned job responsibilities.
8. Protects and maintains confidentiality with all members financial data when handling customer requests and transactions.
9. Compile, verify accuracy and sort information to prepare source data for computer entry.
10. Able to present recommendations focused on benefits to member, and function of product or service.

Additional Responsibilities:
1. Able to uncover and determine member financial needs.
2. Attend department and other meetings as needed.
3. Balances workload to handle new members and follow-up for existing members.
4. Provide additional administrative support as needed.
5. All other duties as assigned by the Manager

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
2 to 5 years

Specific Experience Required: Some sales experience required

Abilities and Behaviors: Strong listening, verbal, written and telephone etiquette business communication skills, with the ability to communicate and follow up on products, policies, or technical issues over the phone

Shift Work: Monday – Saturday, Day and Early Evening Shifts

SCOPE OF JOB

Discretion/Latitude:
Front-line digital bank branch service reps operate with moderate supervision, making decisions within set guidelines. They resolve customer inquiries, process transactions, and escalate complex issues. While higher management holds ultimate authority, reps play a crucial role in ensuring customer satisfaction and branch efficiency, exercising sound judgment and adhering to standards.

Typical Interactions:
This role interacts primarily with our members by telephone, electronic correspondence, and/or in person.

Physical Demands & Environmental/Working Conditions:
This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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