Client Solutions Specialist I

2 weeks ago

Ayer, Massachusetts, United States IC Federal Credit Union Full time
Job Overview

POSITION SUMMARY

Under the supervision of the Solutions Manager, the Client Solutions Specialist I plays a vital role in delivering outstanding service to credit union members and potential members within the designated branch and surrounding community.

As an integral part of the branch banking team, the Client Solutions Specialist I is tasked with efficiently and accurately handling banking transactions, including account inquiries, deposits, withdrawals, and payments, adhering to IC's member service standards.

KEY RESPONSIBILITIES

  • Delivering prompt, precise, and friendly service while executing a variety of transactions, such as processing deposits, withdrawals, payments, cashing checks, and addressing member inquiries.
  • Keeping abreast of the credit union's offerings and proactively suggesting suitable solutions based on member requirements. Aiding the branch in expanding IC's membership and enhancing existing member relationships.
  • Engaging members with IC's digital banking services, including online and mobile banking, digital wallet setups, and other digital solutions (e.g., bill payment, e-statements, card controls, P2P tools). Encouraging the use of self-service channels by emphasizing the convenience and advantages of an omni-channel member experience.
  • Executing all responsibilities in compliance with established regulatory guidelines and credit union policies. Employing defined protocols to ensure security and privacy are upheld at all times.
  • Acting as a passionate advocate for the brand and corporate culture. Supporting the implementation of IC's Mission, Vision, and Core Values, with an emphasis on team member engagement and member experience. Representing the credit union in community activities aligned with evolving market and community engagement strategies.

ADDITIONAL RESPONSIBILITIES

  • Assisting the branch team with balancing ATM, Vault, and Cash Recyclers.
  • Participating in cross-departmental teams to test and roll out new technologies.
  • Identifying and proposing enhancements to IC culture, focusing on improving efficiencies and delivering a positive member-first experience.

OTHER DUTIES

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

JOB COMPETENCIES

  • Sales Initiative - The extent to which sales goals, including lead generation and follow-up activities, are achieved.
  • Knowledge Base - The level of knowledge, skills, and education necessary to perform job functions effectively.
  • Collaboration - The ability to foster positive working relationships with colleagues and supervisors, demonstrating problem-solving, communication, and cooperation.
  • Effective Communication - The capacity to converse and listen attentively regarding company matters, ensuring all parties are informed.
  • Customer Service - The degree to which member service is exemplified in daily operations.

EDUCATION AND EXPERIENCE REQUIREMENTS

  • High School diploma or equivalent, with at least one (1) year of experience in a cash handling, sales, or service-oriented role.
  • Strong written and verbal communication skills, along with basic computer and technology proficiency.
  • Ability to effectively engage with and support the financial needs of members and prospective members, prioritizing an exceptional member-first experience.

WORK ENVIRONMENT

This position is conducted in a professional office setting, utilizing standard office equipment such as computers, phones, and email.

PHYSICAL REQUIREMENTS

Physical demands include general office activities, the ability to move between floors, travel between branches, and work flexible hours as needed.

COMPLIANCE TRAINING

Must satisfactorily complete all required compliance training and adhere to all applicable regulations within the scope of the position.

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