Member Experience Representative

US-CA-San Diego

Job ID: 2026-1751
Type: Regular Full-Time
# of Openings: 1
Category: Retail (Branches)
Mission Valley Branch

Overview

Under the direction of the Branch Management, is responsible for meeting operations and sales objectives, and building and retaining loyal member relationships by meeting members’ financial needs and providing unbeatable service experience. Accepts cash and check deposits; accurately and efficiently processes withdrawals and cashes checks within authority level. Perform required maintenance for members. Proactively participates in the cross selling of credit union products and services, including achieving specific consumer loan goals. Promotion to higher grade level based on expertise and proficiency in job duties and sales performance.

Responsibilities

Ensure members feel welcomed and have a World Class Personalized Experience.

Operational Responsibilities

• Maintain a teller drawer and processes cash and check deposit in accordance to credit union policies and procedures.
• Processes withdrawal requests in accordance to credit union policies and procedures.
• Posts loan payments and general ledger transactions when applicable.
• Processes member telephone transfers, check requests, mail, email, night drop and quik drop transactions.
• Answers the telephone, directs calls to the appropriate person and/or takes messages and quotes current BluPeak’s savings and consumer loan rates and terms.
• Accurately balances cash drawer in required time frame.
• Provides unbeatable service experience adheres to the credit union’s quality service standards.
• Perform a variety of file maintenance duties, including but not limited to: files daily transaction documents, member correspondences, bank recaps, IRAs, decedent accounts, trust certifications, and POAs.
• Works efficiently with team members to reach branch goals and maintain branch profitability.
• Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security practices.
• Remains up-to-date and knowledgeable on credit union products, services, and related policies, procedures, rules and regulations.
• Adherance to BluPeak’s Values, Vision and Purpose.

Sales Responsibilities

• Cross-sells all products and services to meet member needs and achieve corporate relationship building objectives, when applicable.
• Performs sales duties in branch to meet each member’s individual financial needs.
• Establishes new memberships, including checking and savings accounts, term accounts, IRA's, online banking, insurance products and loans.
• Establishes and maintains strong referral relationships with members.
• Develops strong telephone calling program from internal lists and targeted prospects.
• Initiates loan applications using various consumer loan origination systems and assists member in choosing the right loan programs for the member’s own personal financial situation.
• Coordinates the consumer loan application process between the member, third parties and internal loan operations group, ensuring unbeatable service experience.
• Maintains the required knowledge of policies and procedures, laws and regulations and other compliance requirements that pertain to the deposit and lending functions.
• Assists team members to ensure continuity of service and achievement of individual, team and organizational business goals.
• Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security and privacy practices.
• Adhere to company policy and procedure, complete annual compliance training, comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.
• Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate completion of CTR screens and alerts, member due diligence, accurate OFAC match processing, proper identification of individuals in alignment with the Member/Customer Identification Program, and reporting of unusual activity.
• Performs other duties as assigned.

Qualifications

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); two or more years’ experience in a financial institution required and/or equivalent experience; sales & cash handling experience required; or equivalent combination of education and experience.

TECHNOLOGY PROFICIENCY
To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.

OTHER QUALIFICATIONS

To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Must be able to work branch operational hours to include weekends, and to work occasional nights or weekends. This position is an in Branch position.

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