Member Experience Representative

## Description
## **Pay**
Starting at $20.00 per hour
## **Job Type**

Full-time

## **Schedule**
Monday through Friday, with rotating Saturdays
### **Branch Hours**

• **Monday-Friday:** 9:00 AM – 5:00 PM
• **Saturday:** 9:00 AM – 12:00 PM

*Employees may occasionally be scheduled to arrive before opening or remain after closing to support branch operations.*
## **Work Setting**

In-person

# **Job Description**

At INOVA Federal Credit Union, our mission is **improving our members' financial well-being**, and every interaction matters.

We're looking for a friendly, energetic, and relationship-focused **Member Experience Representative (MER)** to be the welcoming face of our branches. As one of the first people our members interact with, you'll create exceptional first impressions while helping members navigate their financial journey.

In this role, you'll greet members, answer questions, assist with everyday banking needs, educate members on available products and services, and connect them with the right financial experts when needed. If you enjoy helping people, building relationships, and creating memorable service experiences, we'd love to meet you.

# **About Us**

INOVA Federal Credit Union is committed to helping our members achieve financial success through exceptional service, innovative financial solutions, and meaningful community involvement.

Our culture is built around our Core Values

• **Trust** – Competently serving the best interests of others in a responsible and truthful way.
• **Respect** – Honoring the dignity of every individual.
• **Integrity** – Doing the right thing with honesty and accountability.

At INOVA, we believe our employees are our greatest asset. We invest in our people, celebrate teamwork, and provide opportunities for professional growth and advancement.
# **Essential Duties & Responsibilities**

• Welcome members and create a positive, friendly first impression as they enter the branch.
• Deliver exceptional member service both in person and over the phone.
• Process member transactions accurately and efficiently.
• Assist members with routine account services, including deposits, withdrawals, debit card requests, account maintenance, and general account inquiries.
• Answer questions regarding credit union products, services, and digital banking tools.
• Assist members in using Interactive Banking Kiosks (IBKs) and other self-service technology.
• Manage lobby traffic and coordinate member appointments with Advocates and other specialists.
• Listen carefully to members' financial needs and identify opportunities to recommend products or services that support their financial goals.
• Introduce members to Mortgage Lenders, Financial Advisors, Business Services, or other specialists when appropriate.
• Build lasting relationships through outstanding service and meaningful conversations.
• Maintain knowledge of current products, services, promotions, and credit union policies.
• Support teammates and contribute to a positive, collaborative branch environment.
• Perform other duties as assigned.

# **Desired Skills & Experience**

• High school diploma or equivalent required.
• Previous customer service, retail, hospitality, banking, or cash handling experience preferred.
• Outstanding interpersonal and communication skills.
• Passion for helping others and building lasting relationships.
• Strong attention to detail and commitment to accuracy.
• Comfortable learning new technology and financial systems.
• Ability to multitask while maintaining exceptional member service.
• Strong organizational and problem-solving skills.
• Positive attitude with a willingness to learn and grow.
• Ability to work independently and as part of a team.
• Sales or referral experience is a plus, but not required.

# **Position Details**

This full-time position is based in one of INOVA Federal Credit Union's branch locations.

The Member Experience Representative serves as the first point of contact for members, creating welcoming experiences while supporting everyday banking needs and connecting members with financial solutions that improve their financial well-being.

This role offers excellent opportunities for career growth within the credit union and serves as a strong foundation for advancement into lending, branch operations, member advocacy, leadership, and other financial services careers.

# **Why Join INOVA?**

At INOVA, you'll do more than process transactions—you'll make a difference in people's lives every day.

We offer

• Comprehensive benefits package
• Paid holidays and paid time off
• Retirement savings opportunities
• Ongoing training and professional development
• Career advancement opportunities
• Supportive and collaborative team environment
• Opportunity to help members improve their financial well-being

If you're passionate about serving others, building relationships, and creating exceptional member experiences, we'd love to have you join our team.

# **Work Authorization & Equal Opportunity Employer**

Applicants must be legally authorized to work in the United States. INOVA Federal Credit Union is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.

## Qualifications

*As part of joining our team, employees are expected to maintain eligibility for membership with the credit union, including opening and maintaining the required membership savings account.*