Member Experience Representative

Job Details: Job Location: Main Street - Mishawaka, IN, Salary Range: Undisclosed, Job Type: Full-time

Location: Main St. Branch – Mishawaka, Indiana

Schedule: Monday through Friday, with rotating Saturdays

Employees may occasionally be scheduled before opening or after closing to assist with branch operations.

Job Description

INOVA Federal Credit Union is seeking a friendly, personable, and member-focused Member Experience Representative to join our Branch Operations team.

The Member Experience Representative serves as one of the first points of contact for members and visitors entering the branch. This position plays an important role in creating a welcoming, professional, and positive branch experience while helping members navigate available services and connect with the appropriate team member.

In addition to providing exceptional member service, this position supports a variety of daily branch operations, including lobby management, Interactive Banking Kiosk assistance, shared branching transactions, business deposit processing, check scanning, and maintaining member hospitality areas.

This role is ideal for someone who enjoys interacting with people, creating positive experiences, staying busy, and being a helpful resource to both members and team members.

About Us

INOVA Federal Credit Union is committed to improving the financial well-being of our members through exceptional service, innovative financial solutions, and meaningful community involvement. Our employees are passionate about making a difference every day while fostering a workplace built on collaboration, integrity, innovation, and continuous growth.

If you're looking for an opportunity to grow your career in financial services while working in a people-focused environment, we'd love to meet you.

Essential Duties & Responsibilities

Welcome members and guests as they enter the branch and create a friendly, professional first impression.
Direct members to the appropriate team member, department, or service area based on their needs.
Manage lobby traffic and assist with maintaining an efficient member flow throughout the branch.
Check members into the lobby tracking system and help ensure timely service.
Assist members with eligible transactions using the Interactive Banking Kiosk (IBK) while encouraging and educating members on self-service solutions.
Process shared branching transactions accurately and efficiently while following established procedures and security standards.
Accept and process business deposits in accordance with credit union policies and procedures.
Complete check scanning and process checks through the appropriate systems, including CSF.
Maintain the coffee bar and other member hospitality areas to ensure a clean, comfortable, and welcoming branch environment.
Provide friendly, professional, and responsive service to members throughout their visit.
Answer basic member questions and assist with directing members to the appropriate resources or team members.
Support branch operations and assist team members with additional responsibilities as needed.
Maintain accuracy, confidentiality, and attention to detail while following all credit union policies, procedures, and security requirements.
Represent INOVA's core values of Trust, Respect, and Integrity in all interactions with members and employees.

Desired Skills & Experience

The ideal candidate is someone who enjoys helping others, communicates well, and creates a positive experience for everyone they interact with.

We're looking for someone who has:

High school diploma or equivalent required.
Previous customer service, retail, hospitality, or financial institution experience preferred.
Previous cash handling or transaction processing experience preferred.
Strong interpersonal and communication skills.
Friendly, professional, and member-focused attitude.
Ability to build positive relationships with members and team members.
Ability to multitask in a fast-paced environment while maintaining accuracy.
Strong attention to detail and organizational skills.
Basic computer proficiency and ability to learn credit union systems and technology.
Ability to work independently while contributing to a collaborative team environment.
Dependable, positive attitude and willingness to assist others.
Ability to maintain confidentiality and professionalism when handling member information.

Position Details

This is a full-time position located at INOVA Federal Credit Union's Main St. Branch in Mishawaka, Indiana

The Member Experience Representative will work closely with branch leadership and team members to provide an exceptional member experience while supporting daily branch operations.

Standard business hours are Monday through Friday, with rotating Saturdays as needed based on branch operations. Employees may occasionally be scheduled before opening or after closing to assist with branch operations.

This position provides an excellent opportunity for someone looking to build experience in financial services and develop their knowledge of credit union operations, member service, and financial products.

Why Join INOVA?

At INOVA, you'll have the opportunity to make a meaningful impact while building your career. You'll gain valuable experience in financial services, member relationships, branch operations, and financial education while working alongside a team committed to your success.

We offer:

Competitive compensation
Medical, dental, and vision insurance
401(k) with employer match
Paid time off and paid holidays
Tuition reimbursement
Professional development opportunities
Career advancement opportunities
A collaborative, people-first culture
The opportunity to make a meaningful impact on our members and organization

If you're passionate about helping people, enjoy working with others, and want to build a career in financial services, we encourage you to apply.

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.

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.
Qualifications: