Member Relations Specialist

2 weeks ago

Alexandria, Virginia, United States CommonWealth One Federal Credit Union Full time

Are you dedicated to providing outstanding service and building lasting connections? At CommonWealth One Federal Credit Union, we prioritize an exceptional member experience and are seeking a proactive Member Relations Specialist to enhance our enthusiastic team. In this position, you will play a crucial role in establishing strong relationships with our members, understanding their requirements, and guiding them towards achieving their financial aspirations. If you are a motivated problem-solver with a sincere desire to make a positive impact, we would be excited to connect with you.


Employment Type: Full-Time


Hours of Operation: Monday-Friday: 9 am - 5:30 pm; Saturday 9 am - 12:30 pm.


Key Responsibilities:

  • Respond to inquiries, warmly welcoming members in a professional and timely manner while efficiently managing member transactions.
  • Deliver product and service information to both existing and potential members. Proactively identify and address member concerns, complaints, or issues, facilitating effective resolutions.
  • Recognize cross-selling opportunities and promote products and services to members.
  • Support departmental promotional objectives, including referrals for First Mortgages and Investments.
  • Execute administrative tasks to finalize member transactions and follow up with members and internal teams as necessary.
  • Conduct outreach calls to follow up on new member accounts and/or generate new member loan business.
  • Ensure adherence to all relevant federal regulations, including the Bank Secrecy Act, Security, OFAC, and the SAFE Act.

Performance Expectations:

  • Achieve assigned goals and recommend Credit Union products and service solutions that enhance our members' financial well-being.
  • Perform tasks efficiently, effectively, and accurately in line with established policies, standards, and security protocols.
  • Maintain accurate, complete, and timely reports and records.
  • Exhibit a cooperative and positive attitude towards members and team members.
  • Keep supervisors appropriately informed of departmental activities.
  • Uphold the Credit Union's professional reputation and maintain a professional appearance and demeanor.
  • Demonstrate reliable attendance and punctuality.
  • Embody the Credit Union's Core Values and Cultural Beliefs.

Education & Experience:

  • One to three years of relevant experience in a Call Center, retail sales, or financial services environment.
  • High school diploma or GED is required.
  • Branch experience in a financial institution is preferred.

Skills & Abilities:

  • Consistently excellent customer service skills.
  • Strong written, verbal, and interpersonal communication abilities.
  • Effective problem-solving and conflict resolution skills.
  • Proficient in PC skills, including Microsoft Office and banking platforms.

Additional Information:

  • Regular and satisfactory attendance is required.
  • Maintain an acceptable personal credit history and be bondable.

CommonWealth One Federal Credit Union values, encourages, and implements diversity in the workplace. As an equal opportunity employer, we do not discriminate in employment based on race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status, or any other characteristic protected by law. All selected candidates will undergo credit and background checks to determine employment eligibility.

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