Job Description

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PURPOSE

A Virtual Member Experience Representative (vMER) will ensure member satisfaction through courteous, accurate, and efficient service. Provide thorough and accurate member service through teller functions, new accounts, loan services, and other related functions in accordance with the Credit Union's established policies, procedures, and core values. Transactions are performed via telephone, video or LiveATM.


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FUNCTIONS

Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions, cross selling, or referring members for specific services which support the Credit Union's Vision and Core Values. Actively contributes to the success of the Credit Union by working positively within the department and supporting the achievement of organizational goals. Responsible for opening all types of deposit accounts via video, including but not limited to, share, share draft, individual retirement accounts, money market accounts and certificates of deposit. Responsible for basic and complex member services directed video transactions related to member accounts. Including but not limited to; share transfers, and loan payments, contact information updates, adding joint owners or beneficiaries, etc. Responsible for all basic and complex member services directed video inquiries including, but not limited to account information of loans, shares, share drafts, share certificates, money market accounts, IRA rates, lending rates and terms, NADA valuation of used autos, and Shared Branching. Responsible for account maintenance such as processing check orders, processing orders for Visa Debit card applications, wire transfer request, as well as assisting members in enrolling in MVOnline and MVMobile. Must have thorough knowledge of all consumer loan products, including GAP and Debt Cancellation products. Comply with corporate appearance standards related to oncamera member service (as described below under prerequisites for the position). Exercising independent judgment within authority regarding problem resolution. Other duties as assigned.
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REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES

Basic computer skills to include the Microsoft Office suite Typing skills (60wpm minimum) Outgoing and energetic attitude Excellent problemsolving capabilities Attention to detail Ability to multitask Ability to communicate effectively both verbally and in writing Adaptability to changing technology Ability to follow instruction
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PREREQUISITES FOR THE POSITION

Minimum Education: High school graduate or equivalent. Minimum Experience: Six (6) months experience as a MVFCU Member Experience

Representative with demonstrated competence in all aspects of the position or one-year related experience in a financial institution. One (1) year of public contact. Prior experience with MVFCU may be considered in lieu of a portion of the above experience.



Virtual Appearance Standard: Business casual (Section 720 of Employee Handbook) with a designated MVFCU logo wear shirt approved for on-camera member service. The MVFCU logo must be visible at all times. Jewelry to be small and simple. Hair neatly styled and pulled back and away from the eyes.


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About Matanuska Valley Federal Credit Union

Matanuska Valley Federal Credit Union (MVFCU) is your local credit union. We offer more than just a job; we provide a fulfilling career with excellent benefits while serving the community we live in. MVFCU invests in its employees with competitive pay, generous health and wellness benefits, paid time off, and a 401k. Team members enjoy professional development opportunities, tuition reimbursement, and a healthy work-life balance. Our culture emphasizes our local roots, respect, collaboration, and a passion to serve our community. MVFCU is a place where employees feel valued, supported, and proud of the work they do every day.