Experience Specialist - Verrado

Experience Specialist

Reporting to the Assistant Branch Manager, the Experience Specialist is responsible for creating exceptional member experiences through processing transactions, consumer loan applications or referrals, opening and maintaining accounts, as well as educating members on self-service options. Experience Specialists will provide a consultative experience to assist members with identifying products and / or services that would strengthen their financial situation while in the branch and during outbound sales calling. The Experience Specialist acts as a consultant to assist members in uncovering needs based on meeting their financial goals, making the determination if appropriate to fulfill product or service request themselves, or refer members to a Relationship Specialist and / or business partner who can assist with specialized products or services.

What you will do here :

• Provide exceptional experiences with a high level of integrity, professionalism, and charisma while assisting members with account opening, account maintenance, consumer loan applications, ownership changes, wire requests, IRA transactions, automatic transfer requests, disputes, and notary services.
• Process consumer inquiries and financial transactions accurately, assist with operational responsibilities, and maintain flexibility between performing service and sales related transactions.
• Consistently achieve or exceed pre-determined monthly performance metrics by maintaining a thorough knowledge of the products and services available to members in effort to improve their personal financial well-being.
• Manage individual performance by building rapport with members and maintaining a strong referral base through the engagement of new and existing members, outbound sales calling initiatives, effectively communicating the value of being a Credit Union member and by offering, fulfilling and / or referring products and services to improve a member's financial situation.
• Partner with branch staff in community outreach and business development activities to increase overall individual and branch performance including educating / coaching members on digital self-service options.
• Proactively identify opportunities for self-development and cross-functional training with Relationship Specialists while appropriately managing time to meet member commitments and adapt to obstacles without compromising quality.
• Build, maintain and deepen member relationships by thorough consultative analysis of their financial profile, identifying solutions, and making recommendations that include, but are not limited to; new accounts, consumer and / or wealth management services, insurance and will & trusts.
• Maintain a thorough knowledge of various federal regulations around account security, member confidentiality, and proper loan interview and documentation procedures and policies. Explain loan requirements and processes to borrowers, including full review and evaluation of creditworthiness of potential borrowers.
• Perform other job-related duties as assigned.

What you will need :

We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.