Member Account Specialist

Pre-Screen Questions:
1) This role serves members both in person and by phone. Which environment do you feel most effective in, and why?
2) Are you comfortable switching between teller work, call center duties, and administrative followup based on member needs?

Top Required Skills
1) MUST have minimum 1+ year experience banking experience either as a front desk teller (not seeking candidate who worked back office for this role)
2) MUST have minimum 1+ year experience in a call center position related to the finance industry handling customer calls/problem resolution such as banking account questions
2) Must be able to operate a computer and other office equipment
3) Must be skilled when working with details such as numbers and names
4) Must have the ability to effectively communicate with members both verbally
and in writing
5) Must have the ability to consistently provide excellent professional service
6) Must be able to work in an environment of multi-tasking
7) Must be able to exercise active listening and problem-solving skills in complex
conversations, offering patience and support

What soft skill requirements do you have (team fit and personality requirements)?
Strong work ethic
Adaptability
Time management
Organizational skills
Stress management

Nice to Have Skills:
High Level Project Overview/Responsibilities:
This position will work at our call center on the phone and in person at one of our designated branch locations
Inform, Educate, and Advise members, regardless of the individual circumstances.
Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Takes check orders over the phone and processes Credit Card Payments and other consumer loan payments.
Assist members with the transfer program, payroll deductions, direct deposit, stop payments, account-based inquiries, consumer loan and credit card inquiries.
Promote the credit union by cross-selling products and services focusing on department goals and member needs.
*Cash handling and teller duties when applicable.
Handle member inquiries and solve problems.
Other duties may be required and assigned by the manager.
Comply with all published DECU & regulatory policies and procedures including, but not limited to, Risk Management policies.
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
Report all Risk Management Policy violations in accordance with policy

Education:
Minimum High School Diploma or GED

Are there any specific companies/industries youd like to see in the candidates experience?
Must have prior experience in a Customer Service and/or Problem Resolution role
MUST have prior banking experience as a teller