Financial Federal Credit Union Member Experience Assistant

Job Description

• The primary responsibility of a Financial Federal Credit Union (MMFCU) Member Experience Assistant (MEA) 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.
• MES's 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.
• MEA's must provide peace of mind and show empathy while delivering the excellent member service at every opportunity.
• The MEA 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.
• At MMFCU, we rely on our MEA's 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 MEA's to uphold our values while providing excellent member service with a ready to serve and positive attitude consistently.
• MEA's 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.

Our Expectations :

• All MMFCU 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 Financial FCU or Financial Financial Group 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.
• MMFCU MEA's must utilize the resources provided in product knowledge brochures, emails from leadership, the MMFCU website and internal Product Knowledge Libraries to maintain a working knowledge of what MMFCU 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 a MEA's 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.
• MEA's 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.
• MEA's must consistently educate and cross sell MMFCU products and services appropriately.
• MEA's must educate visitors regarding MMFCU 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.
• MEA's are responsible for ensuring that issues are resolved and that members receive follow ups appropriately and within determined turnaround times.
• MEA's 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.

Equal Opportunity Employer Veterans / Disabled

• While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to : job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations.
• Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life / short term disability / whole life / term life / accident and critical illness coverage;

employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.