Experience Inc. Jobs

Full Time - 40 Hours Per Week Monday through Saturday Availability Required.

*Role: *

Responsible for the daily operational and virtual processing functions of the Interactive Teller Machines (ITMs). Represent the credit union to members in a courteous, professional, and confident manner. Assists members with a wide range of sales and transactional duties which include receiving and disbursing funds while performing member transactions through the use of the virtual ITM functionality, traditional and digital engagement channels. Solve member issues and ensure effective and efficient response time, quality of member service and compliance with existing regulations and policies.

Responsible for maintaining transactional and security records with high accuracy. Assist with implementation and optimization of ITM processes with a consistent focus on member experience.

This position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in accordance with the Credit Union's Remote Work policy.

Essential Functions & Responsibilities:

• 50% - Performs transactions and daily operational functions virtually for the ITMs. Maintain proper control of ITMs. Serve as subject matter expert as it relates to the ITMs. Responsible for ensuring team awareness of all procedures relative to the handling of member transactions, security, and internal operating procedures related to virtual transactions and services. Must maintain member and employee confidentiality. 
• 20% - Performs functions relating to online loan, membership, and new share applications in conjunction with the Digital Center, to include providing information about the services, interviewing applicants, verifying identity, determining collateral needs and payment plans, reviewing, and processing loan and new account applications through digital engagement channels.
• 15% - Through comprehensive credit union knowledge, performs routine member transactions and answers questions about products and services through multiple engagement channels. Identifies cross-sell opportunities and cross-sells products and services to members.
• 10% - Explains services to members and potential members to generate additional business and to promote positive relationships.
• 5% - Performs other job-related duties as assigned.

Performance Measurements:

1. Provide efficient, prompt, and accurate virtual service in handling and processing member financial transactions through the Interactive Teller Machines (ITMs).
2. Travel to various branch locations as needed to assist with implementation, testing, and training of the virtual support of the ITMs.
3. Act as subject matter expert on the ITM capabilities and functionalities.
4. Assist with testing, maintenance, and troubleshooting of Service 1st digital systems including but not limited to allowable transactions, software testing, specific limits set by the credit union, and quality assurance.
5. Provides courteous, prompt, professional and accurate service and support to all members and associates through all traditional and digital engagement channels (e.g. Phone, audio, chat, video and email).
6. Provides service and information in an efficient and effective manner, including but not limited to; researching and resolving member questions, problems and concerns; performing routine transactions such as transfer of funds, establishing/maintaining direct deposits and payroll distributions, ordering checks, VISA credit and check card maintenance and wire transfers; verifying account balances and providing loan pay-offs; and opening new accounts and providing required disclosures.
7. Determines the member's needs by asking questions, promoting and cross-selling products and  services offered by the credit union based on those needs.
8. Resolves internal and external member questions, researches account inquiries, troubleshoots, and replies to all inquiries in a timely, friendly, and accurate manner. Completes additional follow up as needed.
9. Performs functions relating to loan and new account services, to include providing information about the services, interviewing applicants, verifying identity, determining collateral needs and payment plans, reviewing, processing, and closing loan applications.
10. Prepares all loan documents, schedules appointments, disburses funds, and mail notices following federal and state laws, regulations as well as Credit Union policies
11. Answers questions and provides information about first and second mortgages. Assist members with application process to ensure completeness.
12. Contribute to departmental Key Performance Indicators, sales, and service goals.
13. Supports retention efforts of existing loan, deposit and membership portfolio which may require outbound calling as necessary.
14. Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could include attending conferences, seminars, and workshops as directed by management.
15. Treats all credit union members, associates, and employees with a positive and cooperative attitude.
16. Fosters an atmosphere of cooperation and collaboration among employees across all departments.
17. Develops and maintains comprehensive knowledge of all credit union products, account structures and fees.
18. Maintains knowledge of all relevant policies, procedures, and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identify Theft and Red Flags; Check Cashing and Holds; Confidentiality; etc.
19. Maintain a current understanding of lending regulations including, but not limited to, Truth in Lending, Fair Lending, RESPA, HMDA, FCRA, and the SAFE Act. In addition, maintain eligibility and registrations necessary to underwrite loans.
20. Assist other staff as needed.

**Knowledge, Skills and Abilities:

Experience -** A minimum of three years of similar or related experience working in a service, operations or technical related role at a financial institution or contact center. Prior consumer lending experience preferred.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

• Requires good organization skills and multi-tasking skills.
• Candidate must have a passion for digital solutions and be eager and enthusiastic about improving the digital experience for members.
• Requires strong technical, analytical, and attention to detail skills.
• Successful candidates must have a working knowledge of credit union systems and services.
• Requires the ability to apply innovative and creative problem-solving techniques to member problems and experiences.
• Requires intermediate mathematical skills (calculations and concepts involving decimal, percentages, and fractions, etc.)
• Must be able to operate a personal computer and possess a functional knowledge of Microsoft Word and Excel software.
• Strong analytical and problem-solving skills.

Physical Requirements