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Member Relationship Specialist

2 months ago

Berkeley, California, United States BluPeak Credit Union Full time
Job Summary

We are seeking a highly skilled Relationship Officer to join our team at BluPeak Credit Union. As a key member of our team, you will be responsible for establishing and maintaining strong relationships with our members, providing exceptional service, and driving business growth.

Key Responsibilities
  • Provide day-to-day member service excellence, ensuring member expectations are met and identifying opportunities to grow new and existing relationships.
  • Model leadership, service excellence, and cultural values, aligning responsibilities with the company's strategic roadmap and digital-first mindset.
  • Greets and welcomes members to the credit union in a courteous and professional manner, adhering to BluPeak's member service standard and Core Values.
  • Identifies, acquires, and grows new and existing consumer relationships, including deposit and loan portfolio, utilizing consultative conversations to meet each member's financial needs.
  • Initiates and participates in relationship-building events, including proactive activities that support BluPeak's purpose and attending community events.
  • Initiates proactive service calls to members, including internal lists, and establishes new memberships, checking, savings accounts, term investments, IRAs, and other products and services.
  • Performs file maintenance duties, including adding owners/signers, updating personal information, adding additional products, decedent accounts, trust certifications, and POAs as requested by members.
  • Coordinates the application process between the member and BluPeak's Loan Servicing department, ensuring a smooth process and extraordinary service for the member.
  • Manages credit card queues, including timely and proactive follow-up on approved cards, referrals to meet targeted referral ratios, and other product cross-sell ratios.
  • Ensures all new accounts are opened properly and verified timely for audit purposes.
  • Completes wire transactions and/or approvals, and ensures all projects/assignments are completed timely and accurately.
  • Cross-sells all products and services to meet member needs and achieve strategic objectives, cross-sell ratios, and member retention goals.
  • Maintains the required knowledge of products, services, policies, and procedures, laws, and regulations, and other compliance requirements that pertain to the deposit and lending functions.
  • Assists team members to ensure continuity of service and achievement of individual, team, and organizational business goals.
  • Protects the credit union member assets by identifying all members when transacting business and giving information, adhering to security and privacy practices.
Requirements
  • High school diploma or general education degree (GED); 3 or more years of experience in originating consumer loans preferred and three to five years related banking positions or equivalent; sales experience and/or training; or equivalent combination of education and experience.
  • Strong interpersonal skills, good phone and email etiquette, a professional presentation, and a high degree of personal initiative.
  • The ability to read, analyze, and interpret common and technical procedures, financial reports, and legal documents.
  • Experience with creating and writing reports, correspondence, and presentations that effectively present information to staff, top management, public groups, and Credit Union members.
  • The ability to use loan origination systems, contact management software, and other Microsoft Office application products, as well as the ability to learn new applications quickly.
  • Notary a Plus.
  • All Mortgage Loan Originators (MLO) must be actively registered with the National Mortgage Licensing Service (NMLS). Must renew and pass annually to maintain active status.
  • Must be able to work branch operational hours to include weekends, and to work occasional nights or weekends.