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Senior Member Relations Specialist

2 months ago

Clinton, Massachusetts, United States Leominster Credit Union Full time
Job Overview

The Senior Member Relations Specialist is responsible for setting the operational benchmarks within the branch. This role exemplifies leadership by guiding the team towards operational excellence, enhancing member experiences, engaging in needs-based dialogues, and providing tailored financial solutions to fulfill our members' requirements.

This position executes functions within the scope of authority and expertise to ensure the highest level of service and responsiveness to our valued members.

Key Responsibilities:
  1. Oversees branch functions, including cash management, safeguarding negotiable instruments, fraud prevention, expense management, and upholding integrity, member confidentiality, and employee safety while executing all operational tasks.
  2. Collaborates with the management team to mentor and develop branch personnel, fostering their skills and potential; offers continuous training and motivation to the team.
  3. Consistently embodies behaviors that align with LCU's core values and member service standards to provide an outstanding member experience.
  4. Proactively engages with members to strengthen relationships through needs-based discussions.
  5. Exhibits comprehensive knowledge of the credit union's offerings and services. Suggests suitable solutions to address member needs and, when necessary, refers to product specialists for specific requirements such as wealth management, IRAs, real estate, and commercial lending.
  6. Handles all member requests, including account openings, loan applications, servicing requests, and routine banking transactions.
  7. Supervises teller operations, ensuring accurate cash management and adherence to Teller Balancing Policies. Verifies cash drawers and rectifies any discrepancies.
  8. Manages branch operational duties such as audits, cash settlements, daily recaps, ATMs, cash recyclers, and vault operations, along with preparing daily, weekly, and monthly reports.
  9. Orders, verifies, and distributes cash shipments as needed.
  10. In collaboration with the Branch Manager and Assistant Branch Manager, ensures all security systems are functioning correctly. Responsible for opening and closing the branch to maintain system integrity and responding to alarms as necessary.
  11. Administers supervisor overrides for restricted transactions within designated limits, taking responsibility for the transactions.
  12. Continuously enhances knowledge and skills through self-directed learning, formal education, seminars, and in-house training.
  13. Aims to meet all assigned member service and sales objectives.
  14. Adheres to all LCU policies and procedures, ensuring compliance with regulations such as BSA, OFAC, and others as required.
  15. Acts as a secondary supervisor within the branch, supporting the Branch Manager and Assistant Manager in coaching and training staff and new hires.
  16. Participates in designated projects or committees within the credit union.
  17. Logs service requests for transactional equipment and coordinates with IT for system issues, overseeing the reentry of items as necessary.

Work-Life Balance, Benefits & Compensation:

We recognize the significance of work-life balance, and our programs are designed to provide employees with peace of mind. Employees at Leominster Credit Union enjoy a comprehensive, competitive benefits package, including a robust 401K plan featuring a 100% match on the first 5% contribution and a 3% Safe Harbor contribution. For a detailed overview of our benefits package, please refer to our resources.

The salary range for this position is $28.51 per hour. Actual compensation will be determined based on experience and other permissible factors.

Qualifications:

High school diploma or equivalent required. A minimum of three years of banking experience with responsibilities in teller and member services, along with demonstrated supervisory capabilities. Strong knowledge of banking products, services, and branch operations is essential. Excellent member service skills, coupled with strong organizational, communication, and interpersonal abilities, are necessary. Candidates must be adept problem solvers, proactive in addressing member concerns, and comfortable with technology. Proficiency in Microsoft Outlook, Word, and Excel is required. Ability to work a rotating schedule from Monday to Saturday. Registration with NMLS is mandatory.

Employees are expected to embody LCU's core values: You're Somebody, Own It, Work Together, Be Caring, in all interactions with both internal and external members to achieve the Credit Union's objectives and foster a culture of inclusion.