Member Account Specialist
Local to Richmond, VA, only please
This is an on-site position
Hours: 8:00 am – 6:00 pm
Description:
- Hybrid customer service role supporting members in both a call center environment and in-person at designated branch locations
- Requires prior banking teller experience and financial call center experience
- Handles customer inquiries, account transactions, and problem resolution
- Requires strong communication skills, attention to detail, and the ability to multitask
- Focus on delivering excellent, professional member service
- Involves promoting credit union products and services based on member needs
Responsibilities
- Work in both a call center environment and in-person at designated branch locations
- Inform, educate, and advise members regardless of individual circumstances
- Process transactions, including transfers, withdrawals, loan payments, and advances from lines of credit
- Handle check orders, credit card payments, and other consumer loan payments
- Assist with transfer programs, payroll deductions, direct deposits, stop payments, and account inquiries
- Address consumer loan and credit card-related questions
- Promote credit union products and services through cross-selling aligned with member needs and departmental goals
- Perform cash handling and teller duties as needed
- Respond to member inquiries and resolve issues efficiently
- Complete additional duties as assigned by management
- Ensure compliance with all DECU and regulatory policies, including Risk Management policies
- Complete required enterprise training (e.g., BSA, OFAC, Information Security)
- Report any Risk Management policy violations in accordance with guidelines
Skills/Knowledge/Experience
- Strong work ethic
- Adaptability in a fast-paced environment
- Effective time management skills
- Strong organizational skills
- Ability to manage stress and maintain professionalism under pressure
Preferred Skills/Knowledge/Experience
- Experience in customer service and/or problem resolution roles
- Additional experience within financial institutions or credit unions
Required Skills/Knowledge/Experience
- Minimum 1+ years of banking experience as a front desk teller (back-office experience not applicable)
- Minimum 1+ years of call center experience within the finance industry, handling customer calls and account-related inquiries
- Proficiency in operating computers and standard office equipment
- Strong attention to detail, particularly with numbers and names
- Effective verbal and written communication skills
- Ability to consistently provide excellent, professional customer service
- Ability to multitask in a fast-paced environment
- Strong active listening and problem-solving skills, with patience and support during complex interactions
Education
- Minimum High School Diploma or GED
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