Universal Membership Specialist

4 weeks ago

Garden City, Michigan, United States Nassau Financial Federal Credit Union Full time
Job Title: Universal Membership Specialist

At Nassau Financial Federal Credit Union, we're seeking a highly skilled Universal Membership Specialist to join our team. As a key member of our staff, you will be responsible for developing and maintaining financial relationships with our members. Your primary goal will be to identify member inquiries and provide account resolution and solutions matched to member needs by building relationships to determine their needs.

Key Responsibilities:

  • Deliver service consistent with our Service Promises.
  • Strive for one call resolution and execute best practices in accordance with the call monitoring scoresheet.
  • Conduct profile assessments for cross-sell opportunities.
  • Recommend products that fulfill the financial requirements of members within lending and credit guidelines.
  • Register leads into Synapsys CRM tool for "next step" follow-up action.
  • Partner with internal departments to resolve member inquiries across all channels, i.e.; Lending, Auditing, OSS, Accounting, and Real Estate.

Requirements:

  • Cross-sell appropriate products suited to member's profile and confirmed through needs-based questions to attain sales goals covering member acquisition, new checking accounts, loan production, cross-sell, and insurance-related policies.
  • Participate in monthly contests to achieve new product goals and the ongoing goal of opening new checking accounts.
  • Possess proficient product knowledge as measured by the annual product knowledge certification assessment.
  • Identify Member's needs, clarify information, research every issue, and provide solutions and/or alternatives.
  • Accountable for the appropriate and timely response and resolution to member issues and concerns.
  • Responsible for properly maintaining and processing share and consumer loan applications from all delivery channels through our core processing software in an efficient and timely manner.
  • Responsible & accountable for remaining current on changes within the legal, regulatory, economic, competitive, and technology environments which may affect share, consumer lending, and Internet programs.
  • Provide technical expertise in the resolution of any problems related to internet-related products including but not limited to, mobile -t Banking, Bill Pay, and e-statements.
  • Effectively communicate with Members through various digital/electronic channels such as e-mail, e-chat, and mobile banking.
  • Process account inquiries, address changes, closing accounts, when necessary, account maintenance requests, reconciliation, and payroll requests.
  • Proactively modify performance based on Management coaching and/or feedback resulting from performance management tools.
  • Notify management or applicable personnel of any system issues in a timely manner.
  • Responsible for seeking out the appropriate training to further enhance expertise and professional development.
  • Handle Shared banking inquiries and transactions and members to the closest shared branch, if possible.
  • Individuals will be responsible and accountable for contributing to the credit union's goals.
  • Comply with Verafin guidelines, re: internal watch list, alerts for loan fraud, check disbursements, and wire transfer fraud.
  • Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures.
  • Accountable for knowledge of Credit Union Policies and Procedures and how to appropriately communicate to members.
  • BSA/AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization. This is achieved through annual training, reporting compliance issues to the attention of the Compliance Officer, and keeping aware of regulatory requirements.

Work Environment:

This role will be a hybrid of remote and in-branch work environment. The ideal candidate will be able to work effectively in a fast-paced environment and maintain a high level of productivity while working independently and as part of a team.

What We Offer:

Nassau Financial Federal Credit Union offers a competitive salary and benefits package, including medical, dental, 401K, vision, short-term disability, long-term disability, and paid time off. We also offer tuition reimbursement and opportunities for professional development.

How to Apply:

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

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