A Member Experience Representative (MER)/ Interactive Video Representative (IVR) assists member in a branch setting or by using virtual technology from a central or remote location. A MER/IVR is responsible for providing exemplary service to our members by identifying and recommending appropriate products and service solutions based on the members financial needs. A MER/IVR is responsible for a variety of services including but not limited to performing teller duties, opening, and closing accounts, renewing certificate accounts, and assisting members with bookkeeping and checking account problems.
As the MER/IVR progresses through the levels, they will handle more complex account transactions to include but not limited to business account, trust, IRA, fiduciary and/or power of attorney.
Required Skills
• Ability to build strong relationships with our members. Must be comfortable, professional and friendly on camera. • Ability to identify and offer appropriate Credit Union services and products that meet member’s needs. • Excellent oral and written skills. • Professional appearance and attitude. • Above average ability to operate related computer applications and other business equipment including 10-key, telephone and camera and headset equipment. Working knowledge of Windows-based PC products and general office equipment and possess the ability to operate multiple monitors and systems simultaneously. • Solid math and bookkeeping abilities. • Understanding of loan process, to include credit reports for the purpose of cross selling credit union loan products and services; Ability to meet sales goals as defined by management. • Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment. • Ability to work in an environment of flexible and changing work schedules. • Good time management and organizational skills. • Good troubleshooting capabilities. • Sound decision making skills.
Required Experience
High School diploma or equivalent
PLUS
1 (one) year of related experience in a Financial Institution (FI).
OR
3 (three) years retail performance-based sales experience (direct member contact w/goal objectives) Notary.
• Ability to build strong relationships with our members. Must be comfortable, professional and friendly on camera. • Ability to identify and offer appropriate Credit Union services and products that meet member’s needs. • Excellent oral and written skills. • Professional appearance and attitude. • Above average ability to operate related computer applications and other business equipment including 10-key, telephone and camera and headset equipment. Working knowledge of Windows-based PC products and general office equipment and possess the ability to operate multiple monitors and systems simultaneously. • Solid math and bookkeeping abilities. • Understanding of loan process, to include credit reports for the purpose of cross selling credit union loan products and services; Ability to meet sales goals as defined by management. • Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment. • Ability to work in an environment of flexible and changing work schedules. • Good time management and organizational skills. • Good troubleshooting capabilities. • Sound decision making skills.