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Senior Member Relations Specialist

2 months ago

Charlotte, North Carolina, United States Truliant Federal Credit Union Full time

At Truliant Federal Credit Union, our mission is to enhance the lives of our members by prioritizing their needs, delivering exceptional service, and offering clear financial solutions. Our foundational values—Member Focus, Service, Guidance, Relationships, and Community—shape our interactions with members as we strive to fulfill our mission.

Commitment to Our Team: We aim to create a workplace where all team members feel appreciated, empowered, and recognized for their contributions.

Role Overview:

The Senior Member Relations Specialist plays a crucial role in addressing the financial requirements of our member-owners with precision and care, fostering strong relationships that align with the Credit Union's goal of enhancing our members' financial well-being and establishing ourselves as their trusted financial partner. This position encompasses various responsibilities within the Branch, including processing transactions, lending, account management, and operational duties, alongside leadership tasks. The Senior Member Relations Specialist will guide members from their initial inquiry through to the successful completion of their financial transactions or service needs. Daily responsibilities will vary based on member interactions, requiring seamless transitions between teller services and platform assistance. This role also serves as a positive example for all staff, upholding the organization's mission to meet the financial needs of our member-owners. Additionally, the Senior Member Relations Specialist will provide leadership and oversight in the absence of a Manager.

Key Responsibilities:

  • Engages with members and mentors Relationship Bankers to assess current and future financial objectives through comprehensive guidance and credit evaluations, ensuring adherence to Credit Union service standards in every interaction, including basic issue resolution. Identifies quality referrals to other departments such as Business Services, Mortgage, and Financial Advisory Services.
  • Maintains confidentiality and integrity while managing member accounts.
  • Complies with all Credit Union policies and security protocols, assisting the Branch Manager in ensuring staff effectively manage loan and fraud risks.
  • Handles all teller transactions as needed and is capable of balancing cash dispensing machines, transaction currency recyclers, ATMs, and vaults.
  • Conducts all member service operations, including initiating new accounts and establishing relationships through knowledge of products and services beneficial to members.
  • Provides comprehensive information on all deposit and loan offerings to member-owners, including mortgages, service agreements, and business service inquiries.
  • Oversees the loan and deposit pipeline to ensure timely follow-ups and converts leads into successful outcomes.
  • Understands and manages IRA processes and products, including account openings and maintenance.
  • Conducts proactive outreach to member-owners.
  • Represents the Credit Union through visits to business partners and participation in various functions.
  • Implements the Branch's strategic plan to achieve objectives, including member service metrics, loan and deposit production, new member acquisition, and referrals to partner services.
  • Investigates and resolves member account issues while maintaining discretion and confidentiality in challenging situations.
  • Assists management in ensuring efficient and accurate completion of all Branch cash audits.
  • Supports the Branch Manager in ensuring staff effectively manage loan and fraud risks, verifying adherence to Credit Union balancing standards.
  • Ensures team compliance with all Credit Union policies and procedures, communicating any operational changes.
  • Schedules operations to guarantee adequate staff coverage during service hours, assigning projects and confirming task completion.
  • Balances and audits ATMs, vaults, cash dispensing machines, and transaction currency recyclers in accordance with Credit Union policy, ensuring daily processing and management of night depository activities.
  • Establishes clear objectives and expectations for each team member, providing regular coaching and monitoring progress.
  • Assists management in evaluating performance standards and expectations for team members to ensure effectiveness and accountability.
  • Responds to security and audit findings, monitoring operations for compliance.
  • Actively participates in the recruitment, hiring, and training of employees, assisting in work planning, performance appraisal, and conflict resolution.

Additional Responsibilities:

  • Assists with various tasks and projects as assigned.

Qualifications:

  • Flexibility to assist members with diverse needs throughout the day.
  • Strong understanding of standard concepts, practices, procedures, regulations, and compliance within the financial services sector.
  • Exceptional interpersonal and coaching abilities; adept at engaging with diverse personalities; tactful, mature, flexible, and compassionate.
  • Excellent verbal and written communication skills in English.
  • Proficient arithmetic skills.
  • Basic personal computer proficiency.
  • Knowledge of advanced products and services.
  • Skilled in service recovery techniques to enhance member satisfaction.
  • Understanding of basic credit underwriting principles.
  • Must obtain Notary status within three months of hire.
  • Trained in Branch Lending.
  • Ability to comprehend all business processes within the Credit Union.
  • Detail-oriented and well-organized.
  • Capable of working in a general office environment.
  • Adaptable to shifting resources and priorities as necessary.
  • Able to resolve member complaints and coach others effectively.
  • Ability to perform well under pressure in a goal-oriented setting.
  • Strong commitment to delivering excellent service to Truliant's members.

Physical Requirements:

  • Frequent standing, walking, and bending.
  • Ability to sit at a desk for extended periods and use a computer.
  • Ability to lift or move up to 5 pounds frequently and up to 10 pounds occasionally.

Education and Experience:

  • High School Diploma or equivalent required.
  • Strong interpersonal skills are essential.
  • College Degree preferred.
  • A minimum of 5+ years of relevant experience in retail or financial services is required.
  • Previous sales experience is necessary.
  • Prior lending experience is required.
  • Leadership experience is preferred.
  • Sales experience is preferred.

Join us at Truliant Federal Credit Union, where you can contribute to a meaningful career with opportunities for professional growth.

As a valued member of the Truliant team, you will enjoy a comprehensive benefits package, including:

  • No-cost employee medical, dental, and vision coverage.
  • Prescription benefits (including mail order).
  • Paid holidays and Paid Time Off (PTO).
  • 401(k) plan with contribution matching.
  • Retirement/pension plan.
  • Paid community involvement volunteer hours.
  • Paid group life insurance.
  • Teammate loan discounts.
  • Tuition reimbursement.
  • Short and long-term disability coverage.
  • Health & Wellness program.
  • Telehealth services.
  • Onsite fitness facilities or health club reimbursement.
  • Employee Assistance Program (EAP).
  • Medical flexible spending account.
  • Dependent care flexible spending account.