Client Engagement Specialist

1 week ago

Moline, Illinois, United States Empeople Credit Union Full time
Position Overview

KEY RESPONSIBILITIES:

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

  • Greet clients warmly as they enter the branch, serving as a welcoming presence that embodies the Empeople experience. Acknowledge all clients in line with company standards, proactively addressing their service needs, assisting those with disabilities, and expressing gratitude to clients sincerely.
  • Identify opportunities to inform clients about products and services that can enhance their financial well-being. Provide education on self-service technology offered by the Credit Union, including Digital Banking, Bill Payment, remote deposit capture (eDeposit), debit cards, e-statements, ATMs, and alerts.
  • Recognize clients who may benefit from our Financial Wellness Programs and direct them through the appropriate channels.
  • Manage all account servicing requests from clients. Execute deposit and member services tasks in accordance with established policies and procedures.
  • Respond to inquiries regarding products and services, resolving issues within your authority. Escalate complex problems to the Branch Operations Manager with suggested solutions.
  • Oversee daily operations of the credit union, including record retention, cash management, inventory, daily reconciliations, and branch security. Ensure all necessary documentation is completed accurately, adhering to the Credit Union's policies.
  • Operate cash recycling equipment and investigate any discrepancies or balancing issues.
  • Support remote team members by assisting with cash advances, packaging sensitive documents, and the instant issuance of debit and credit cards.
  • Represent Empeople with professionalism, ensuring the office environment reflects a secure financial institution that maintains high standards of cleanliness, safety, and member comfort, including privacy and confidentiality.
  • Foster positive working relationships with colleagues, collaborating to achieve common objectives and responding appropriately to the concerns of fellow employees.
  • Embrace the credit union philosophy and operating principles, actively promoting the organization's Core Values: We Care, We Serve, We Teach, and We Learn, in all work processes and service delivery.
  • Adhere to quality assurance standards and expectations.
  • Cross-train and provide backup for all areas of member services, including eServices and phone support.
  • Offer Notary services to clients.
  • Perform additional related duties as assigned.
  • Comply with all relevant laws, regulations, policies, and procedures, including but not limited to: Regulation CC, the Bank Secrecy Act, OFAC and USA Patriot Act, and the Customer Identification Act (CIP).
  • Maintain confidentiality regarding current, past, and prospective members.

ADDITIONAL DUTIES:

This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee. Responsibilities may change at any time with or without notice.

SUPERVISORY ROLE:

None

QUALIFICATIONS:

Knowledge Required:

  • Customer Service
  • Credit Union policies and procedures

Skills Required:

  • Proficient in Microsoft Office and related software.
  • Ability to navigate the Credit Union's financial software systems for member account transactions and inquiries.
  • Capable of identifying and addressing member and employee needs with effective solutions.
  • Strong verbal and written communication skills for professional interactions with co-workers, employees, and members.
  • Willingness to work weekends as needed.

EDUCATION AND EXPERIENCE:

A high school diploma or GED with two years of relevant customer service experience.

Licenses and Certifications:

  • Notary Public
  • Bondable
  • Acceptable Credit History
  • Compliance with SAFE Act requirements

CORE COMPETENCIES:

  • Customer Service
  • Communication Skills
  • Mathematical Skills
  • Reasoning Ability

COMPENSATION & BENEFITS:

  • Salary Range: $38,800 to $58,100
  • Health, Dental & Vision Benefits
  • Bonus opportunities
  • 401(k) with matching and profit sharing
  • Flexible Time Off

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