Hourly Wage:
$19.28-$21.59

(candidates with significant related experience may be higher)

Description:
A Member Account Representative is responsible for promptly welcoming Members and others to the office. They will accurately process Member transactions as requested. Open new accounts, unsecured loans, credit cards and Kwik cash loans. This position may also require working at other office locations. Responsible for actively building relationships by meeting Member needs with Royal's products and services, providing electronic service demonstrations, and resolving any Member inquiries in an efficient, accurate and friendly manner. Support NPS (Net Promoter Score) initiatives in the office by providing exceptional service, guided by Royal’s Core Values, creating loyal Members.
 
Work Schedule:
Part-time, working approximately 24 hours per week. Variable hours between 7:45am - 5:45pm Monday through Friday and a Saturday rotation from 8:45am – 12:15pm. 

Training:

Prior to starting a normal work schedule, new Royal team members must attend Foundation Training at our Corporate Center in Eau Claire, WI from 9:00am - 4:30pm on Monday and Tuesday during their first week of employment. Out of town learners will be reimbursed costs related to travel and lodging. 

• Foundation Training covers fundamental information about Royal’s culture and core values which sets the stage for team members to be successful within our organization.

After Foundation training is completed, Member Account Representatives will participate in an additional 9 days of training split between Learning Center and Tactical Branch locations prior to serving Members independently at your ‘Home’ Branch.

• 
  Learning Center: Held at one of three locations (Eau Claire, White Bear Lake, or Somerset), this classroom style training is conducted via Zoom by a live facilitator and covers the fundamental aspects of your role. You will be supported by an in-person content matter expert alongside you to assist your learning.  Training will run from 9:00am – 4:30pm on these days.

• 
  Tactical Branch: This hands-on training experience will provide you the opportunity to work 1:1 with a dedicated OJT (on the job trainer) for six days to practice the things you learned at the Learning Center in a live branch environment prior to getting in front of Members. 

Required Experience:
•  Previous customer service experience.

•  Experience working in financial services with a strong knowledge of deposit and consumer loan products.   
•  Knowledge of modern office procedures and methods including telephone communications, office systems and record keeping   
•  Strong sense of customer service

•  Strong interviewing and listening skills   
•  Ability to learn, retain and recall information very quickly   
•  Work productively in a team environment with high levels of interruption   
•  Must be compassionate and truly enjoy assisting people with problems and finding solutions to their needs   
•  Ability to produce accurate and high-quality materials, data entry and transactions

•  Proficient in Microsoft Office Products and have basic computer skills using various software packages

•  Basic skills using smartphones/tablets and the ability to demonstrate use of current technology   
•  Communicate and live Royal Credit Union's core purpose, values and organizational culture daily   

Preferred Experience:   
•  Experience working in financial services which includes new accounts, loans and loan processing, or equivalent loan related experience.   
•  Cash handling experience.

•  Associate degree in Business related field.