Member Experience Officer I - Solano County

at  Valley Strong Credit Union

OUR CORE VALUES

The credit union is a values-driven organization. They guide behavior as they create our desired culture.

• Everyone Counts - We promote a diverse and fair workplace to better serve our Members, Team Members and Communities, fostering an environment of transparency, trust and respect.
• Innovate Boldly – We dream big, challenge the status quo, move with agility, and embrace data-driven decisions. We listen and continuously make the impossible possible.
• Embrace the Fun! – We take joy in our work by welcoming kindness, integrity, and authenticity.
• Own It – Valley Strong is ours to grow. We hold ourselves accountable to doing our best work every day and are empowered to do what’s right.

POSITION SUMMARY

Provides an exceptional Member experience throughout our communities. The ideal candidate provides detailed information and promotes credit union products and services to build relationships. This includes, but is not limited to, processing transactions, placing Members in appropriate account and loan products, cross-selling other credit union services, and referring Members to other departments as appropriate. Demonstrates the leadership of day-to-day operations and the leadership of Team Members on the Teller Line.

QUALIFICATIONS

To perform this job successfully, a Team Member must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

Associate degree (A.A.) or equivalent from two-year college or technical school and five years related experience; or working toward a degree and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of Members or Team Members of the credit union.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

OTHER SKILLS AND ABILITIES

Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) laws and regulations, as they pertain to federal guidelines and internal policies and procedures.
Minimum of two years credit union experience, ability to fully utilize in-house data processing system, providing instruction to Team Members and making corrections as necessary. Ability to utilize computer software programs, including Excel.
Requires daily monitoring of transactions from compliance with Valley Strong Credit Union’s Anti-Money Laundering Program. This monitoring will include, at a minimum, completion of currency transaction forms when required, proper recordkeeping when issuing official checks or money orders, and Office of Foreign Asset Control verifications as necessary. In addition, monitoring the reporting of any activity that falls within the Suspicious Activity Report criteria.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.

ESSENTIAL DUTIES

• Accurately processes financial transactions including deposits, withdrawals, transfers, payments, and general ledger entries while maintaining a cash drawer.
• Provides services to Member, including but not limited to cashier’s checks, money orders, savings bonds, wire transfers and transactions, additional sub-shares, and debit card issuance.
• Knowledgeable in all tools, products, and services to provide answers and assistance to Members’ questions or concerns.
• Utilize sales techniques to deepen Member relationships, often while processing transactions.
• Maintains responsibility for all cash controls and follows proper balancing procedures, including cash orders and shipments.
• Maintains knowledge of products, fees and policies and stays current on offerings for product and solution recommendations.
• Establishes new memberships, additional deposit accounts, savings accounts, loan requests, and loan fundings as requested by the Member when the Financial Solutions Officer is unavailable or when self-sourced.
• Assesses service effectiveness of the branch on an ongoing basis and develop strategies

which will generate staff feedback and new ideas to aid in increasing effectiveness.

• Aids with document imaging including scanning of Member information, new account documentation and uploading documents from a centralized location to the imaging system. May also be required to provide quality control.
• Provides coverage in all assigned areas of branch operations where service or assistance is needed, including but not limited to new accounts and teller line.
• Implement and maintain ongoing training programs to enhance individual development.
• Understands the role in sales growth and meets branch-assigned and individual goals.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Provides coverage for the leadership of branch operations in the absence of the Assistant Branch Manager including but not limited to, approvals, teller cash counts, certifications, new and closed account reports, CTR filing, suspicious activity reporting, elder abuse reporting, and staff adherence to company policies and procedures.
• Maintains a significant lobby presence focusing on Member relations and Team Member

development.

• Ensures service levels at the branch through Member feedback, surveys and on-the-spot coaching opportunities.
• Receives and responds to inquiries and complaints, resolving both Team Member and

Member problems whenever possible.

• Conducts periodic meetings for branch Team Members to inform them of policy and

procedures changes and developments, and to provide a communication base for

problems, discussions, ideas, etc.

• Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; addressing complaints and resolving problems.
• Carries out supervisory responsibilities in accordance with the credit union’s policies, and in the spirit of Valley Strong’s mission and values.