Virtual Experience Specialist- Durand Branch

Description

Virtual Experience Specialist

Department

Virtual Experience Department

Reports To

Virtual Experience Manager/VP of Member Experience/Chief Member Experience Officer

Telework Available

No

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 5

Level II: 5

Level III: 6

Summary

To assist the credit union in achieving its mission statement: “ PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”, the Virtual Experience Specialist is responsible for performing a broad variety of member service activities via the interactive teller machines with a high degree of accuracy, within established policies and guidelines in a prompt, courteous, enthusiastic and professional manner. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Teller level information

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Universal Employee.

Current Level

Teller Initials

Manager Initials

Date

? 90 Day Introductory Period with $5,000 Cash Limit

? Virtual Experience Specialist I with $10,000 cash limit; minimum 90 days working at PFCU

? Virtual Experience Specialist II with $50,000 cash limit; minimum 12 months working at PFCU

? Virtual Experience Specialist III with $125,000 cash limit; minimum 5 years working at PFCU or similar experience

*NOTE: advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Virtual Experience Specialist. Experience will also determine how soon an employee may advance to the next level of the position.

Essential Functions, Duties, & Responsibilities

· Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.

· Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member transactions.

· Completes transactions utilizing PFCU service standards through our interactive teller machines (ITMs). To include processing transactions using cash and checks; deposits, withdrawals, transfers funds, makes payments and disburses funds. Provide members with account status, including current balances. Understand and complete appropriate forms needed to assist member. Able to find errors with minimal help beyond introductory period.

· Verify member ID; examine checks for endorsement and negotiability. Detect and resolve discrepancies promptly.

· Balances drawer and ITMs at end of shift.

· Maintains transactions average, overs/shorts, and voids/adjustments at a satisfactory or greater level; refer to individual scorecard.

· Use necessary formats to effectively communicate with members and coworkers. Promptly respond to all forms of communication including emails and voicemail.

· Maintain an up-to-date comprehensive knowledge of all credit union products and services. Maintains an up to date and comprehensive knowledge on all related policies, procedures, and rules & regulations, including security procedures.

· Assume responsibility for member education. Promote, explain and cross-sell other credit union products and services that would benefit the members current needs. Actively participate in Credit Union incentives.

· Ensures that the Credit Union’s image is favorable and clean, reflecting a sound and secure financial institution; practice sound housekeeping procedures, safety measures, and provide a pleasant atmosphere for members and co-workers.

· Ensure that OFAC, currency reporting, Red Flag and suspicious activity reports are done promptly and correctly.

· Maintain cleanliness and security of work area and equipment.

· Protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

· To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

· Seek training opportunities to develop or enhance through training, conferences, reading etc. Willingly participate in and attend educational functions and meetings as requested by management.

· Provides support to members with online banking access, functionality, and general service inquiries.

· Assists members with online certificate applications, conducts member outreach as needed, and ensures accurate distribution of required documentation upon certificate completion.

· Collaborate with departments across the organization to strengthen fraud prevention efforts and protect member assets and sensitive information.

· Provide support outside of standard business hours to meet member needs, ensure service continuity, and minimize disruptions to member access and organizational operations.

· Develop and cultivate community relationships.

· Perform all other duties as assigned.

Additional Essential Duties and Responsibilities for Level II and above:

• •Provides guidance to Virtual Experience Specialist I while assisting with training, mentoring and/or orientation; help them to understand their role at PFCU.
• •Troubleshoot and answer members’ questions regarding their accounts and PFCU services and programs. Route inquires to appropriate department after exhausting troubleshooting techniques.
• •Makes judgment decisions regarding comments, warning information, altered items and stale dated checks after sufficient experience is gained.
• •Provide management with new or innovative ways for improvement of employees, service quality or products offered.
• •Processes and reviews MDC checks, communicates with members, and monitors transactions for potential fraudulent activity.

Additional Essential Duties and Responsibilities for Level III:

• •Assist Virtual Experience Specialists with balancing. Promptly remedy and assist with teller related corrections on member accounts; able to assist with and answer member questions. Be available for overrides; voids/adjustments.
• •Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle complex situations with confidence, knowledge and creativity. Be a leader.
• •Maintain and model an atmosphere that encourages cross selling and a positive attitude, with well trained staff (through coaching, communication and department meetings) and self-motivated individuals. Actively participate in Credit Union incentives.
• •Have advanced knowledge of PFCU products & services, policies and procedures, or rules and regulations; assist members and employees as needed and as opportunities present themselves. Enforce the behaviors required to support employee’s goal achievement and assist in developing employee’s product knowledge and cross selling skills.

Regulatory Compliance

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

Confidentiality

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

Security

To ensure the safety and security of all employees, employees must follow