***Bilingual-Spanish Preferred***

Member Solutions

Location: Wenatchee DEC
Pay Range: $19.53 - $25.98

SUMMARY:

With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for answering member inquiries received through the DEC. Inquires will primarily be via ACD telephone calls and some assistance responding to other media type will occasionally be required. Inquiries may include selling credit union products, resolving disputes, handling transactions, or assisting the member to purchase and use new products and/or services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all compliance standards on internal and external policies and BSA regulations.
• Answers telephone inquiries from members regarding loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
• Responding and transacting to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union. Explaining available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit.
• Actively markets and cross-sells current and prospective members the products and services of the credit union, resolving member disputes and attempting to educate members on the benefits and features of new, as well as existing services.
• Actively markets and cross-sells products offered by internal partners such as: Numerica Financial Services, Real Estate and Business Services.
• Participates in sales initiatives, including providing feedback to managers, by focusing on goals detailed in current incentive plan, addressing shortfalls as needed and working with managers to reassess.
• Have a basic understanding of all Business Services offered by Numerica Credit Union and have the ability to assist members with completing transactions using these services.
• Processes a variety of financial transaction for member including opening and closing certain accounts, issuing checks, issuing certificates, drafts and other negotiable instruments.
• Responds to member inquiry regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make most effective usage of service offerings.
• Consistently achieves assigned sales goals.
• Operates a computer CRT terminal to access the member's account information and accurately record member transactions and information requests.

• Effectively incorporates concepts of CML and CARES Principles in daily behaviors and interactions: Connect – Create a welcoming, energized, and warm environment, Ask – Discover and confirm others’ needs to ensure they feel understood and known, Resolve – Take personal and full responsibility for meeting others’ needs, Elevate – Commit to long-term personal and organizational growth and improvement, Strengthen – Invest in our Numerica community and beyond.
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

No requirement.

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and demeanor.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); one to three years’ related experience and/or training or equivalent combination of education and experience. Proficient with Microsoft Windows. Preferred: Relevant training in a credit union, bank or other financial institution. Thorough knowledge of credit union’s computer system for performing basic input/output tasks

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Should effectively present information to members, potential members and other employees of the credit union over the phone and in writing.

**Bilingual-Spanish Preferred

INTERPERSONAL SKILLS

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

CERTIFICATES, LICENSES, REGISTRATIONS:

No special certificate or license is required.

OTHER SKILLS and ABILITIES:

Ability to operate general office machines and equipment such as photocopier, fax, adding machine and computer. Ability to accurately add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to lift up to 25lbs.

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.