The Sr. Experience Specialist is responsible for creating exceptional member experiences by processing transactions, managing accounts, and providing a consultative experience to assist members with identifying products and/or services that would strengthen their financial situation. The Sr. Experience Specialist acts as a consultant to assist members by uncovering needs based on meeting their financial goals, making the determination if appropriate to fulfill product or service request, or refer members to a Relationship Specialist who can assist with specialized products or services — such as consumer loans, home loans, or small business accounts.

In addition, S/he will provide escalated operational support to Branch Leadership and the team, including but not limited to opening and closing the branch, transactional overrides, de-escalating member complaints, and maintaining engagement of the team in the absence of a leader. The Sr. Experience Specialist must demonstrate excellent people smarts and elevated decision making as well as expertise in policy and procedure.

What you will do here:

Provide exceptional experiences with a high level of integrity, professionalism, and charisma while performing member service inquires including; account maintenance, ownership changes, wire requests, IRA transactions, automatic transfer requests, disputes and serve as notary public. Process consumer inquiries and financial transactions accurately, assist with operational responsibilities, and maintain flexibility between performing service and sales related transactions.

Consistently achieve or exceed pre-determined monthly performance metrics by maintaining a thorough knowledge of the products and services available to members in effort to improve their personal financial well-being.

Manage individual performance by building rapport with member and maintaining a strong referral base through the engagement of new and existing member and by effectively communicating the value of being a Credit Union member and by offering, fulfilling and referring products and services to improve a members financial situation.

Partner with branch staff in community outreach and business development activities to increase overall individual and branch performance.

Provide escalated operational support to Branch Leadership and the team, including but not limited to opening and closing the branch, transactional overrides, de-escalating member complaints, and maintaining engagement of the team in the absence of a leader.

Proactively identify opportunities for self-development and cross--functional training with Relationship Specialists while appropriately managing time to meet member commitments and adapt to obstacles without compromising quality.

Build, maintain and deepen member relationships by thorough consultative analysis of their financial profile, identifying solutions, and making recommendations that include, but are not limited to; new accounts, consumer and/or wealth management services, insurance and will & trusts.

Maintain a thorough knowledge of various federal regulations around account security, member confidentiality, and proper loan interview and documentation procedures and policies. Explain loan requirements and processes to borrowers, including full review and evaluation of creditworthiness of potential borrowers.

Perform other job-related duties as assigned.

What you will need:

High School Diploma or GED required.

1+ years of experience in Sales and Service required.

1+ years in cash handling experience required.

1+ years of previous financial institution experience required.

Exemplary organizational, problem solving, and verbal and written communication skills required.

Excellent time management skills required.

Strong Mathematical and logic skills required.

Can demonstrate the ability to connect and build rapport quickly required.

NMLS - Nationwide Multistate Licensing System. Ability to be registered through the Nationwide Mortgage Lending System and Registry (NMLS) required.

Notary - Notary - State Certification. Registered and serve as a Notary Public, preferred.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

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Qualifications

Education

Required

High School