Member Experience Specialist

The Member Experience Specialist (MES) is a dynamic, career pathed universal role focused on delivering exceptional, tailored financial solutions to credit union members. This position is structured as a broad-band role, allowing a team member to enter with limited or foundational experience and organically advance through distinct performance tiers without requiring a job title change. As team members progress, they seamlessly bridge front-line transactional operations with advanced platform services, complex new account onboarding, and comprehensive consumer lending origination. Throughout their trajectory, the MES exhibits behaviors fostering a unified team spirit, executes duties with structural integrity, and leverages continuous professional learning to unlock higher tiers of autonomy and compensation within the branch network.

Member Service & Core Branch Operations

• Provide welcoming, professional, and empathetic member service across face-to-face, telephone, and digital interaction channels.
• Accurately and efficiently process a high volume of financial transactions including deposits, withdrawals, loan payments, check cashing, and multi-transactions.
• Maintain an immaculate personal cash drawer, executing daily transactions within established credit union variance rules, balancing daily transaction records perfectly, and staying strictly within assigned cash limits.
• Issue secondary financial instruments including teller checks, money orders, promotional items, and precisely computing associated service fees or fee waivers.
• Adhere to comprehensive security protocols, opening/closing branch routines to preserve branch safety and safeguard member assets.
• Open complex deposit relationships and service advanced memberships, including individual, joint, fiduciary trusts, Certificates of Deposit (CDs), and Individual Retirement Accounts (IRAs). (Tier II Focus)
• Investigate and resolve complex member research requests, account statement discrepancies, card issues, and fee reversal evaluations thoroughly, minimizing management intervention. (Tier II Focus)

Relationship Deepening, Lending Origination & Referrals

• Proactively identify cross-sell opportunities for credit union products and services through active listening during face-to-face, telephone, and digital member touchpoints.
• Employ consultative, professional interviewing techniques to analyze complete member relationships, uncovering unmet goals, needs, or financial distress and mapping (or referring) them to value-added credit union solutions including specialized services (investments, mortgage).
• Confidently explain the concrete features, advantages, and financial benefits of all products, deposit accounts, electronic services, and loan products to current and prospective members.
• Interview consumer loan applicants, compile complete income/asset documentation, and analyze credit reports to package loan folders perfectly for underwriting evaluation. (Tier II Focus)
• Process, close, and disburse approved consumer loans (auto loans, personal lines, credit cards) while consistently meeting or exceeding monthly volume participation rate of 30% for Debt Protection, 30% for GAP insurance, and 10% for Major Mechanical Protection (MMP). (Tier II Focus)
• Consistently meet or exceed established individual monthly loan origination goals, net-new account parameters, and cross-sell referral volume targets.
• Actively support credit union growth plans by participating in sales alignment meetings, local Select Employee Group (SEG) onboarding visits, and business development promotions.

Statutory Compliance, Risk Mitigation & Governance

• Maintain expert operational working knowledge of, and achieve compliance with, all federal, state, and local financial regulations relevant to front-line branch environments.
• Strictly execute all job-related mandates under the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) regulations, Office of Foreign Assets Control (OFAC), USA PATRIOT Act, Red Flag Identity Theft prevention, Truth in Savings Act (TISA), Truth in Lending Act (TIL / Regulation Z), and Elder Financial Abuse statutes.
• Complete all mandatory annual regulatory compliance training courses on schedule as a non-negotiable condition of active employment.
• Perform meticulous data entry into core systems, ensuring absolute precision, clear data fields, and documentation completeness to eliminate operational loss and administrative errors.

Professional Development, Team Contribution & Leadership

• Actively participate in specialized learning opportunities, structural training modules, and mentoring events to refine technical and professional competencies required for advancement.
• Demonstrate extreme self-initiative, adaptability to institutional growth shifts, and an open mind to constructive feedback during regular developmental coaching sessions.
• Provide peer mentorship, system navigation assistance, and transactional guidance to Member Experience Specialist to foster a unified, highly competent operational front line. (Tier II Focus)
• Participate enthusiastically in credit union-sponsored community service programs, volunteer initiatives, and corporate sales promotions.
• Maintain consistent, regular, and predictable attendance according to established branch schedules, working overtime or flexible hours as required by business needs.

• Member Focus & Relationship Management: Dedication to meeting and exceeding member expectations; comfortable uncovering underlying financial needs and linking them to protective products.
• Universal Banking & Lending Acumen: Progresses from baseline cash-handling precision to a deep functional understanding of consumer loan origination, debt calculations, and complex deposit onboarding.
• Sales Quota Resilience: Driven by performance targets; maintains focused pipeline discipline to meet loan, account, and protection metrics consistently.
• Thoroughness & Urgency: Meticulous eye for detail; processes daily transactions perfectly with zero errors and drives an innate sense of urgency to execute lending data entry within 24-hour windows.
• Ethical Conduct & Discretion: Protects private financial records; handles sensitive member data with high integrity.
• Communication Proficiency: Polished verbal/written skills; professional phone and email etiquette.
• Flexibility & Self-Initiative: Eagerly adopts operational updates, manages complex scenarios with emotional control, and assumes responsibility for personal career pathing.
• Front-line Mentorship & Teamwork: Eagerly shares system knowledge and operational insights to upskill lower-level MES personnel and build a one-team culture. (Tier II Focus)

• Education: High School Diploma or equivalent standard certification.
• banking, or cash-handling experience required. Proven background in basic sales referrals or relationship cross-selling is highly desired. Progression to Tier II requires 2+ years of active financial institution experience spanning front-line operations, account platform services, and consumer loan origination.
• Mathematical Capacity: Fluid ability to calculate compound figures, debt-to-income metrics, interest accumulations, discounts, amortizations, and percentages via whole figures, decimals, and fractional tables.
• Technical Proficiency: Skilled in operating Windows-based personal computers, utilizing Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), navigating complex internet applications, typing, and utilizing 10-key numeric calculators.
• Certificates & Licenses: Must possess the unrestricted capability to obtain and maintain a valid State Notary Public commission (All Tiers) and Federal National Mortgage Licensing System (NMLS) registration (Tier II/III focus) within 12 months of tier placement.

The physical demands and work environment patterns mapped out below represent what a team member must meet to successfully fulfill this position. Reasonable accommodations can be evaluated to enable individuals with disabilities to execute these core duties:

• Platform Mobility & Posture: Must be capable of standing continuously for an entire operational shift (up to 10 hours per day) maneuvering around retail lobby spaces, consultation areas, and administrative desks.
• Manual Dexterity: Continuous repetitive motions including high-frequency keyboarding, multi-screen system mouse navigation, counting currency, and physical loan document compilation.
• Lifting & Transport: Ability to push, pull, lift, and carry heavy document boxes, cash drawers, and cash/coin containers weighing up to 10 pounds frequently, and up to 30 pounds occasionally.
• Sensory Capabilities: Fluent clarity in reading, writing, speaking, and understanding English. Strong verbal clarity to convey important financial instructions, and excellent close, distance, and color vision capabilities.
• Mental Composure & Setting: Ability to operate calmly, rationally, and efficiently within rapid, target-driven service environments while addressing difficult member scenarios or processing strict underwriting deadlines;

WestStar Credit Union is proud to be an Equal Employment Opportunity Employer. All aspects of employment, including recruitment, hiring, advancement, training, compensation, benefits, discipline, or termination, are decided strictly based on professional merit, competence, performance, and immediate business needs. We prohibit any form of workplace discrimination or harassment based on race, color, creed, religion, national origin, ancestry, citizenship, sex, gender identity or expression, sexual orientation, age, pregnancy, marital status, physical or mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristic protected under federal, state, or local anti-discrimination legislation.