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Client Services Specialist

2 months ago

Gig Harbor, Washington, United States Harborstone Credit Union Full time

Position Overview:

The successful Client Services Specialist serves as a reliable financial ally, assisting members in implementing effective financing strategies and establishing savings objectives to manage their daily banking needs, ultimately fostering financial wellness. By advocating for the success of our cooperative, the representative ensures that doing what is best for the member leads to financial prosperity for both the cooperative and its community. This role inherently recognizes the importance of promoting Harborstone products and services to both individual and business members, thereby contributing to the development of vibrant communities.

Compliance and Security:

This position requires adherence to legal, regulatory, and compliance standards specific to the role, including the Bank Secrecy Act, Anti-Money Laundering, OFAC, and Information Security policies. The representative is expected to complete all mandatory compliance and security awareness training as outlined by Harborstone Credit Union policies.

Building Trust:

By embodying and exemplifying the Core Values of the organization—Trust, Advocacy, Prosperity, Equity, Empathy, and Simplicity—the representative effectively builds trust with both members and internal staff.

Member Advocacy:

Consistently championing the interests of Harborstone's members, the representative provides opportunities for financial equity and prosperity, equipping them with the necessary tools to thrive. The role involves expertly informing the community about effective financial products, services, and solutions to help members reach their full potential.

Compensation:

Minimum: $21.47
Maximum: $30.67

Responsibilities:

  • Make informed recommendations and decisions regarding lending, deposits, and service charges that balance member needs with cooperative goals.
  • Communicate effectively through various channels, including in-person, phone, and email.
  • Handle incoming and outgoing calls related to member services.
  • Follow up with potential clients and encourage their business.
  • Participate in branch promotional activities as assigned.
  • Assist with branch operational tasks.
  • Conduct general account maintenance to ensure accurate member information.
  • Address basic transactional needs to enhance the member experience.
  • Manage member concerns and understand the escalation process when necessary.
  • Maintain a foundational knowledge of all consumer and business-related products and services to effectively refer members.
  • Perform teller transactions and manage cash drawer in accordance with established limits and balancing requirements.

Qualifications:

  • Demonstrate problem-solving and critical thinking skills by effectively utilizing resources to meet member needs.
  • Familiarity with credit cards and the ability to identify needs and process applications.
  • Knowledge of consumer loans and preapproval offers, with the capability to complete applications.
  • Understanding of mortgage products and services to appropriately refer members.
  • Exhibit Member Experience behavior expectations and utilize relevant tools.
  • Support training initiatives within branch teams as applicable.
  • Understand notary processes, medallion stamps, and signature guarantee services.
  • Utilize external financial educational resources.
  • Knowledge of Harborstone and its partnerships with Business Partners/Vendors/CUSOs.
  • Comprehend Harborstone's 5-Year Strategic Plan, annual Business Plan, and Thematic Goals, along with the strategies needed for cooperative success.
  • Actively work to cultivate a growth mindset.
  • Leverage key strengths to contribute to the overall success of the cooperative as part of ongoing personal and professional development.

Experience/Education:

  • Basic proficiency in Microsoft Office.
  • Possess or obtain a Notary license to provide services for members.
  • Complete NMLS training and maintain current knowledge of mortgage processes and products.
  • High school diploma or equivalent.
  • Any combination of education and experience that provides the necessary knowledge, skills, and abilities to perform the job.