We are seeking an energetic, enthusiastic individual with a positive attitude!

Dutch Point Credit Union is a community based not for profit cooperative whose vision is to educate, serve and delight our members and each other. We foster a positive work environment which rewards those that provide exemplary service to our members and our colleagues. We are interested in having talented and motivated individuals join our team. Our quest is to bring out your individual talent to help you realize your full potential.

The e-Branch Member Experience Consultant II is responsible for delivering exceptional service to members via digital channels, including phone, ITM (Interactive Teller Machines), and email. This role involves addressing complex member inquiries, assisting with digital transactions, and promoting credit union products and services to enhance member satisfaction and branch performance.

• Demonstrate and support Dutch Point Credit Union values and service standards.
• Provide friendly, efficient, and accurate service to members through digital channels, including phone, ITM, and email. Address complex inquiries and ensure a positive and professional virtual experience.
• Support members with digital transactions such as account inquiries, fund transfers, and payment processing, ensuring accuracy and compliance with all procedures.
• Educate members about our financial products and services, highlighting their features and benefits. Actively engage with members to understand their needs and proactively ask for their business by recommending products or services that best meet their financial goals.
• Assist members with opening and closing accounts, ensuring all documentation is completed accurately and efficiently.
• Guide members through the consumer loan origination process, excluding real estate loans. Provide support throughout the application process, explain loan options, and ensure all necessary documentation is collected and completed in accordance with lending policies and procedures.
• Address and resolve complex member inquiries and issues, providing thorough and accurate information. Offer solutions to meet diverse member needs and enhance their overall experience.
• Promote credit union products and services through digital interactions, identify opportunities to meet members' financial needs, and contribute to achieving branch sales goals.
• Adhere to all credit union policies, procedures, and regulatory requirements to maintain operational integrity and mitigate risk.
• Continuously develop and enhance knowledge and skills related to digital tools, financial products, services, and loan origination. Stay updated with industry trends and technological advancements to provide effective support to members.
• Work closely with branch team members and supervisors to support branch goals, contribute to a positive work environment, and participate in team meetings and training sessions.
• Demonstrate a high level of professionalism and courtesy in all digital member interactions, achieving high member satisfaction scores and positive feedback.
• Process transactions and handle member requests with precision, within established timeframes, and with minimal errors.
• Actively contribute to branch sales targets by effectively cross-selling products and services, meeting or exceeding set sales goals.
• Maintain current knowledge of policies and procedures, ensuring adherence to all regulations and minimizing compliance issues.
• Actively pursue ongoing education and skill enhancement to remain effective in role responsibilities and adapt to technological changes.
• Collaborate effectively with team members, actively participating in team meetings and supporting a positive and productive branch environment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

High school diploma or equivalent required; Associate degree in business, finance, or a related field preferred.

• Previous experience in customer service or retail banking with a focus on digital interactions is preferred, with a demonstrated ability to handle complex member inquiries and digital transactions.
• Strong communication and interpersonal skills, with proficiency in digital communication tools.
• Ability to handle multiple tasks and work efficiently in a fast-paced environment.
• Basic knowledge of financial products and services.
• Proficiency in digital banking applications and ITM technology.
• Customer Focus: Demonstrates a strong commitment to meeting the needs of members by delivering high-quality service and ensuring a positive experience. Actively listens to and anticipates member needs, providing solutions that align with their expectations.
• Problem Solving: Effectively identifies issues and determines appropriate solutions, addressing member concerns efficiently. Uses analytical skills to resolve problems and make informed decisions, ensuring member satisfaction.
• Drive for Results: Shows a strong orientation towards achieving goals and driving performance. Takes initiative to meet or exceed sales targets and service standards, contributing to the overall success of the branch.
• Interpersonal Savvy: Builds and maintains effective relationships with members and team members. Communicates clearly and professionally, adapting interactions to the needs and preferences of others.
• Adaptability: Adjusts to changes in the work environment, such as new policies, procedures, or technologies. Remains flexible and open-minded, quickly adapting to evolving member needs and branch requirements.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or equivalent required; Associate degree in business, information technology, or a related field preferred.
• Significant experience in customer service or technical support within a banking or financial services environment. Experience with online, mobile banking platforms, and ITMs is required. Advanced technical troubleshooting skills for digital banking applications and ITMs.
• CUNA Financial Counseling Certification Program (FiCEP) and CCUFC Designation required or must be obtained within the first 6 months.
• Excellent verbal and written communication skills, capable of articulating complex information clearly.
• Strong analytical and problem-solving abilities, with a track record of resolving challenging member issues.
• In-depth knowledge of financial products, and services, with a strong understanding of credit union operations and regulations.
• Excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization and with external partners.
• Deep commitment to delivering outstanding member experiences and fostering long-term relationships.
• Ability to mentor and guide team members, with a focus on developing their skills and supporting their growth.
• Proven ability to work collaboratively with cross-functional teams and influence positive change.
• Knowledge of regulatory requirements and internal compliance standards, with the ability to ensure adherence in all operational aspects.
• Customer Focus: A strong commitment to understanding and meeting the needs of customers/members, delivering exceptional service, and building long-term relationships based on trust and satisfaction.
• Drive for Results: A results-oriented mindset with a focus on achieving goals and objectives, taking initiative to overcome obstacles, and continuously striving for excellence in performance and outcomes.
• Problem Solving: The ability to identify issues, analyze root causes, and develop effective solutions to complex problems, demonstrating creativity, critical thinking, and sound judgment.
• Developing Others: A commitment to developing the skills, knowledge, and capabilities of team members through coaching, mentoring, feedback, and opportunities for growth and advancement.
• Decision Quality: The ability to make sound decisions based on a blend of analysis, wisdom, experience, and judgment. Considers the impact of decisions on members and the organization.

Other Requirements: Work a minimum of two Saturdays a month.

This full-time position offers full benefits package, Health/Dental/Vision, matching 401K, paid Holidays, Vacation, Sick. Free Parking, and more!

If your values align with ours and you are ready to make a positive impact within our organization and our membership, we would like to speak with you!

EDUCATE / SERVE /DELIGHT

Our Brand Values

Commitment - Contributing to the betterment of the credit union and committing to the growth of our members, co-workers and ourselves.

Courage - The ability to face and push through challenges that may be outside of our comfort zone. Displaying the willingness to accept, lead and direct change.

REspect - Being thoughtful; to listen to others and consider the effects of words and actions on co-workers and members.

Social Responsibility - Through outreach efforts and partnerships, we promote and advocate for activities that positively impact our communities.

Transparency - We provide truth and clarity in how we conduct business to build strong life-long relationships.

Dutch Point Credit Union -Your vision/ our guidance

Apply today at HR@dutchpoint.org and bring your expertise to a role where every interaction matters.