Member Experience Officer (Personal Banker)

Home Branch: Allentown Boulevard Branch - Harrisburg, PA

Position Title: Member Experience Officer

Department: Retail Operations

Supervisor's Title: Assistant Branch Manager

Classification: Non-Exempt

Starting Salary Range: $23.17 - $28.96

Benefit Highlights:

- Competitive compensation! - Medical, Dental, and Vision Insurance! - 401K with up to 4% company match! - Holiday Pay starting at day 1! - Paid Vacation Time! - Medical Benefits starting at your 31st day of employment!

And Many More!

Summary:

The Member Experience Officer is a specialized, consultative position within Belco's Branch Network, designed to drive growth and support branch operations. This role plays a key part in assisting and backing up the Assistant Branch Manager (ABM) with training, mentoring, and operational oversight. The Officer is responsible for delivering high-quality, in-branch member service interactions, providing educational guidance on Belco's products and services, and offering tailored solutions to meet individual member needs. In addition, the Officer performs a wide range of specialized account and loan servicing functions and leads referral activities, while upholding Belco's Quality, Service, and Brand Standards.

As a trusted and visible representative of the credit union, the Member Experience Officer must demonstrate professionalism, confidence, and strong leadership. This role works closely alongside the Assistant Branch Manager and is positioned for continued career advancement within the organization.

Essential Functions:

• Enthusiastically leads by example and drives the sales and service culture. • Must believe in the Belco Life and actively live the brand to enhance member experiences. • Provide efficient, prompt and accurate service in handling and processing member financial and service requests. • Manage the member experience by escorting members through appropriate delivery channels, such as home banking mobile deposit, online applications, and Interactive Teller Machines (ITMs). • Lead branch call efforts by reviewing, updating and calling member/prospect lists regularly • Responsible for maintaining current and accurate records of sales tracking results, via Synapsys and Lobby Tracker. • A robust and versatile understanding of the credit union products and services and the member's current relationship is necessary, in order to offer the member proper financial solutions. • Leverages advanced consultative sales techniques to conduct in-depth needs assessments, identifying opportunities to offer tailored product and service solutions that strengthen the member's overall financial portfolio and support long-term financial wellness. • . Expertly prepares and processes new member account and loan applications across all product types, ensuring accuracy, compliance, and a seamless onboarding experience that aligns with regulatory requirements and organizational standards. • Provides strategic backup support to the Assistant Manager in training, staff development, and branch operations, ensuring continuity in leadership, adherence to service standards, and the effective execution of daily operational responsibilities. • Must be able to effectively handle cash, including large amounts, and maintain accurate and precise transactional records. • Assists members through the loan process to include inputting, communicating decisions, and settlement of loan applications, in addition to educating them on methods in which they can apply or settle in the future. • High level of conflict resolution to promptly handle member concerns without escalation. • Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner. • Aids the Assistant Manager with directing and controlling the operational activities, including but not limited to: performing branch settlement, balancing of checks, vault cash, card stock, and daily balancing, etc. • Maintain current knowledge and adherence of Federal and State compliance laws and regulations, along with Belco's policies, procedures, safety standards. Must maintain member and employee confidentiality. • Embody Belco's mission, vision, and actively supports the Brand "Belco Life", within each and every interaction. Constantly look for ways to improve processes that will improve the member's and/or team experience and communicate those ideas to Branch Management. • Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills. • Participates in community and professional events. • Represents the credit union to its members and the public in a courteous, professional, and confident manner at all times. • Live the Belco vision, mission, brand, and behavioral expectations at all times. • All other duties as requested by the Member Experience Assistant Manager or Manager.