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Client Engagement Specialist

2 months 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.

  • Warmly welcome members as they enter the branch, serving as a representative of the Empeople experience. Acknowledge all members in line with company standards, proactively address their service needs, assist individuals with disabilities, and express genuine gratitude to members.
  • Identify opportunities to inform members about products and services that could enhance their financial well-being. Provide education on Credit Union self-service technologies, including Digital Banking, Bill Payment, remote deposit capture (eDeposit), debit cards, e-statements, ATMs, and alerts.
  • Recognize members who may benefit from our Financial Wellness Programs and refer them through the appropriate channels.
  • Manage all account servicing requests from members. Execute deposit and member services functions in accordance with established policies and procedures.
  • Respond to inquiries regarding products and services, resolving issues within your authority. For more complex problems, refer them to the Branch Operations Manager, along 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.
  • Utilize cash recycler and investigate any discrepancies or balancing issues.
  • Support remote team members by assisting with cash advances, packaging sensitive member documents, and the instant issuance of debit and credit cards.
  • Uphold a professional image for Empeople, ensuring the office environment reflects a secure financial institution that maintains high standards of cleanliness, safety, and member privacy.
  • Foster positive working relationships with colleagues, collaborating to achieve common goals and addressing the concerns of fellow employees.
  • Embrace the credit union philosophy and operational principles, actively promoting the Core Values: We Care, We Serve, We Teach, and We Learn in daily activities.
  • Adhere to quality assurance standards and expectations.
  • Cross-train and provide backup for all areas of member services, including eServices and Phones teams.
  • Offer Notary services to members.
  • 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 potential members.

ADDITIONAL DUTIES:

This job description is not intended to be an exhaustive list of all responsibilities, duties, or activities 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 other PC software.
  • Ability to operate the Credit Union's financial software systems for member account transactions and inquiries.
  • Capable of identifying and analyzing member and employee needs to create effective solutions.
  • Strong verbal and written communication skills with co-workers, employees, and members.
  • Willingness to work weekends.

EDUCATION AND EXPERIENCE:

High School diploma or GED with two years of relevant customer service experience.

Licenses or Certifications:

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

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