Part-Time Member Solutions Specialist I Job category: Contact Center Requisition number: PARTT004885 Part-time Corporate 2480 N Arcadia Ave Tucson, AZ 85712, USA Description GENERAL SUMMARY: Works with prospective and existing Members in a high-volume contact center environment to provide assistance to routine inquiries. Works inbound calls leveraging multiple systems and applications. Exceptional Member experience is expected and achieved by skillfully aligning product and service solutions that result in loan sales, deposit growth, and Member engagement. Maintains knowledge on all related products, services, and promotions to effectively create cross-sale opportunities based on Member needs. This role is eligible for a language stipend of $200/monthly after 90 days of employment Salary range is $19.00 - $22.72/hr. Job Grade, NE 8. Final salary is dependent on a candidate’s experience and qualifications. QUALIFICATIONS: Minimum Education & Experience Requirements: - High School diploma or equivalent - Three (3) years of customer service/sales experience. - To include (1) one year of banking or contact center experience - Availability: Mon, Tues, Fri 11am to 3pm, Thursday 8am to 12pm and every Saturday 9am-1pm. - Spanish speaking skills are a plus but not required Minimum Knowledge & Skill Requirements: · Ability to work independently and in a team environment · Active listening, organization, and time management skills to accurately and effectively service Members · Ability to communicate clearly and effectively · Must be customer service oriented with the ability to identify and meet Member needs · Ability to multitask in a fast-paced and changing environment · Skilled in navigating multiple screens and applications and adapting to new technologies · Ability to exercise initiative and use good judgement · Knowledge of credit union products and services · Knowledge of credit union policies and procedures and state and federal regulations COMPETENCIES: · Composure · Customer Focus · Conflict Management · Approachability · Learning on the Fly · Functional/Technical Skills WORKING CONDITIONS/ENVIRONMENT: Job requires sitting for extended periods of time. No heavy lifting required. OTHER REQUIREMENTS: Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to work a flexible schedule Monday through Saturday as needed. MAJOR ACCOUNTABILITIES AND TASKS: 1. Responds via phone, email, or secure message to routine Member inquiries regarding account(s). This includes, but not limited to account inquiries (Consumer, Business, Trusts, etc.), transfers, loan payments, loan applications, plastic card issues, online banking technical support, overdrafts, fee reversals, research, etc., while navigating through various systems. 2. Approaches Member requests with a professional, positive attitude and executes transactions with high-level of security, accuracy, and attention to detail. 3. Partners with external departments as a Member advocate to ensure inquiries are resolved in a timely manner. 4. Builds, develops, and maintains relationships with Members to ensure a positive Member experience. 5. Acts as the voice of the Member and recommends process improvements. 6. Determines Member’s financial needs and recommends appropriate products and services. Creates cross-selling opportunities to meet department and individual sales goals, while promoting teamwork. 7. Remains familiar with available resources to respond to Members' requests, questions, and issues. 8. Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules, and regulations. 9. Performs other duties as assigned. About Us: At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive. Benefits And Perks: · Health Coverage – We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services). · Paid Time Off and Holidays – Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave. · Retirement Savings – Generous 401k Plan. · Development Activities – We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate. · Tuition Reimbursement – We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor’s or Master’s Degree.

• You will drive product activation during the renewal and expansion cycle by providing an excellent experience to our existing customers • Support existing during trials/proof of concepts (POC) of the platform • Identifying existing customer pain points and challenges during trials/POCs of additional products, while also defining their goals and influencing their requirements • Be the technical point of contact for any support queries during the renewal and expansion cycle • Assist with customer security assessments, RFPs, and business cases as required • Work collaboratively with the team to improve the trial/POC experience for our customers by identifying key insights, trends, and areas of improvement in the trial process and developing solutions to mitigate them

• Provide hands-on leadership in accounting and financial reporting • Direct the company’s accounting processes, periodic forecasting, and job costing process • Identify and pursue new business opportunities through research, cold outreach, networking, and industry events • Conduct customer visits to explore growth potential and increase sales • Assess customer needs and propose customized product solutions • Prepare and deliver technical and commercial proposals • Serve as the main point of contact for distributors and end users • Resolve customer inquiries and complaints efficiently and professionally • Assist with logistics, customs processes, order tracking, and delivery coordination • Guide customers in the design, installation, and setup of transverse jaws for packaging machines • Troubleshoot sealing issues and recommend performance improvements • Collaborate with the internal engineering team for product modifications and design approvals • Communicate customer feedback to engineering and production to ensure timely deliveries • Assist with administrative duties such as invoicing and documentation • Coordinate with logistics to meet customer-specific shipping and delivery requirements

• Deliver a project scope that directly supports the key business drivers. • Define the overall architecture, including presales considerations. • Define technical requirements, technical and data architectures, with a focus on presales solutions. • Design and direct the migration process, including data engineering, incorporating presales insights. • Create SOW’s and work with sales team to get deal to the finish line • Act as a technical liaison between customers, service engineering teams, and support, especially in presales contexts.