Job description
The Lead Member Experience Specialist (MES) will provide leadership support by supervising and coordinating the daily functions of our Member Experience Specialists alongside branch management. The Lead will provide back up and support to the MES and will serve as first point of contact to assist with escalated member interactions. This role will assist with MES growth and development and will help achieve department goals through coaching sessions.The Lead MES will effectively assess individual member inquiries and provide solutions that meet member needs and credit union objectives. Provide member education and identify cross selling opportunities with an emphasis on strengthening member relationships.
- Open various new accounts, process necessary information and educate the members as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.)
- Use every member contact as an opportunity to advise member about additional
- Assist with wide variety of member services including open/close Shared Certificates, assist members with checkbooks, process credit card/loan applications for members, solve fraud issues, notary, close accounts, etc.
- Assist members with opening CD’s & educate customers as to penalties, earnings, etc.
- Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.
- Set up auto transfers and sign up members for ACH transfers and wires.
- Responsible for opening/closing branch in the absence of manager/supervisor
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
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