PERSONAL EXPERIENCE REPRESENTATIVE

At 7 17 Credit Union, we believe every member interaction is an opportunity to make a difference. As a Personal Experience Representative, you’ll provide exceptional, personalized service to members through video technology while helping them confidently navigate our PTMs and access the financial services they need.

If you enjoy helping people, solving problems, learning technology, and building relationships, we’d love to hear from you!

• Provide friendly, professional, and exceptional member service through PTM video technology from a centralized location serving multiple branch locations.
• Accurately and efficiently process member transactions using PTM teller software and member account information.
• Guide, educate, and demonstrate how to use PTMs while promoting the benefits of the technology and creating a positive member experience.
• Process a variety of member transactions, including deposits, withdrawals, loan payments, check cashing, transfers, and account maintenance.
• Answer member questions and assist with resolving account issues using advanced video technology.
• Identify members’ needs and proactively recommend appropriate Credit Union products, services, and solutions.
• Build strong member relationships and empower members to make informed financial decisions.
• Maintain a strong working knowledge of 7 17 Credit Union products, services, and solutions.
• Accurately balance virtual transactions on a daily basis.
• Follow all Credit Union policies, procedures, security requirements, and identification/endorsement guidelines.
• Maintain a professional and organized workstation.
• Protect the confidentiality of member information, transactions, and all Credit Union business.

The ideal candidate:

• Enjoys helping people and providing outstanding customer service.
• Communicates clearly and professionally.
• Is comfortable learning and using technology.
• Demonstrates accuracy and attention to detail when handling financial transactions.
• Can effectively troubleshoot questions and resolve member concerns.
• Has the ability to build relationships and identify opportunities to meet members’ financial needs.
• Demonstrates teamwork, integrity, empathy, honesty, trust, mutual respect, and partnership.
• Maintains a professional appearance and positive attitude.

At 7 17, our members are at the heart of everything we do. We’re looking for team members who share our commitment to mutual respect, honesty, trust, integrity, empathy, partnership, and teamwork and who want to make a positive impact on our members and our communities.

This job description is intended to describe the general nature and level of work performed. Employees may be assigned additional duties and responsibilities as business needs require.

Education & Experience

• High school diploma or equivalent required.
• At least six consecutive months of customer or member service experience within the last three years.
• Experience in a Credit Union, bank, or other financial services environment is preferred.

Skills & Qualifications

• Comfortable, professional, and engaging when interacting with members on camera.
• Excellent verbal and written communication skills, particularly in a video-based, face-to-face environment.
• Strong member service mindset with patience, enthusiasm, active listening, initiative, and a genuine desire to help others.
• Ability to work effectively as part of a team and build positive relationships with members and coworkers.
• Strong problem-solving, decision-making, organizational, and time-management skills.
• Ability to multitask and maintain accuracy while working in a high-volume, fast-paced video environment.
• Professional appearance, confidence, sound judgment, and appropriate demeanor.
• Strong attention to detail and the ability to follow established policies and procedures.
• Ability to maintain confidentiality and handle sensitive member information appropriately.
• Must be bondable throughout employment.
• Must adhere to Credit Union dress standards, including specified colors as determined by management.

This position requires extended periods of sitting and regular use of a computer, video technology, and other office equipment. The position may require occasional standing, walking, reaching, bending, lifting, and other physical activities associated with the work environment.

Employees may be required to lift items weighing 1–20 pounds periodically and may sit for extended periods during the workday.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.