Enterprise Member Experience - Branch Experience Specialist

TITLE: BRANCH EXPERIENCE SPECIALIST
STATUS: NON-EXEMPT
REPORTS TO: SUPERVISOR - RETAIL DELIVERY SUPPORT
DEPARTMENT: ENTERPRISE MEMBER EXPERIENCE
JOB CODE: 11841

PAY RANGE: $25.02 - $28.00 HOURLY

GENERAL DESCRIPTION:

The Branch Experience Specialist will provide the highest level of service in support of Golden 1’s Mission, Vision, and Strategic Goals. Advocate for our frontline and back-office staff and be a liaison between departments ensuring quick resolution. Subject Matter Expert (SME) in all areas associated with Golden 1 operation, policies, procedures, and systems. Develop strong working relationship with various back-office departments.

TASKS, DUTIES, FUNCTIONS:

1. Maintain an in-depth knowledge of Golden 1’s operational policies and procedures, including areas associated with Shared Branch Outlet and Lending procedures.
2. Maintain a thorough understanding of State and Federal laws and Regulations related to credit union compliance including Bank Secrecy Act and Anti-Money Laundering laws appropriate to the position.
3. Facilitate a consistent exceptional employee experience with each interaction.
4. Monitor and report any impacting issue to leadership. Acting in a leadership role in the absence of Management.
5. Support corporate/department projects.
6. Identify common issues and areas where frontline staff may need additional training. Develop a training presentation that address the identified knowledge gaps. Plan, organize and present the training ensuring the sessions are engaging and informative, using real-life examples and scenarios to illustrate key points.
7. Research, identify and respond to telephone, email, jabber, or Team chat inquires.  Offer guidance, expertise, and solutions to frontline staff with focus on the member experience.
8. Act as an extension of the Fraud Prevention & Risk Investigations team, performing risk assessments making vital decisions to provide branch staff guidance regarding various fraud scenarios.
9. Process travel plans, using knowledge of fraud systems and trends to carefully weigh the risk of fraud monitoring exclusions against potential declines and a poor member experience.
10. Review VeraFin (UAR) cases and document any additional unusual or suspicious activities according to enterprise procedures for additional back-office research.
11. Act as an ambassador and empower our branch staff in becoming proficient in KB Light House.
12. Educate and provide guidance to branch and back-office personal with various systems on how to navigate and decipher the information quickly as to become efficient while assisting our members. These systems include but not limited to DataSafe, LoansPQ/Xpress (Loans/New Accounts), Client Central, Relationship Manager and TellerView.
13. RDSS I’s are granted with additional access to offer a next level of support with efforts on resolving our members issues or concerns. These include Verafin, Ensenta, PartnerCare, DealerTrack, Compass (Zelle/External Transfer), Visa Online (VRM/Token), WC3 and Item Solutions (OSI).
14. Provide guidance to branches, either interpreting a policy and/or procedure or assisting the branch to make an informed decision. 
15. Identify and report all Systemic or/and Procedural issues immediately for research and/or improvements.
16. Perform additional responsibilities essential to the operations of Enterprise Member Experience.

COMMUNICATION & INTERACTIONS:

Interacts professionally with all levels of staff. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication. Effective listener. Communicates with empathy.  Works as part of a team. Accepts constructive feedback positively and utilize it to help personal and professional development.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to constructively follow-up on inquires and concerns from the branches.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: Branch and back-office staff.

QUALIFICATIONS:

1. EDUCATION: Successful completion of High School curriculum is required. Some college courses in Business Administration desired.
2. EXPERIENCE: Three or more years at financial institution progressively performing additional members service/operation/lending duties support is required.
3. KNOWLEDGE / SKILLS: Strong oral and written communication skills, computer aptitude, knowledge of teller functions, cash counter, ATM operations, DataSafe, ten key, vault procedures, credit union rules, regulations, and policies. Sound knowledge of the principles and methods of business administration. Complete Teller, New Accounts and Loan classes.

PHYSICAL REQUIREMENTS:

1. Must be able to sit for prolonged periods and move frequently about the department.
2. Corrected hearing in the normal range. 
3. Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation.

LICENSES / CERTIFICATIONS: None.

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV. 3/27/2025