Business Experience Specialist

WECU•Bellingham, WA

14h•$29 - $40•Onsite

About The Position

WECU is seeking a Business Experience Specialist to join their Business Experience team in Bellingham, WA. This role is responsible for supporting Cash Management and business members by onboarding and maintaining cash management solutions. The specialist will also assist Business Banking and Retail teams with their Cash Management needs and support. The position aims to create a superior experience for members through attentive and knowledgeable support for Cash Management and related products and services, acting as the first point of contact for technical support and providing training on WECU business solutions and fraud prevention. The role requires maintaining high member satisfaction through timely responses, follow-up, and documentation, while also incorporating updates to procedures and collateral. Collaboration with internal teams and vendors is essential for escalating support requests. The specialist will also maintain an inventory of equipment and identify referral opportunities. Compliance with Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), Customer Due Diligence (CDD), NACHA, and card brand rules is a daily requirement, along with completing mandatory BSA/AML training.

Requirements

BS / BA degree in business management, finance, or related work experience.
2+ years’ work experience preferably within the financial services industry with a focus on member-facing product/services support.
Results-focused: You understand that the purpose of this position is to help grow business services for WECU members.
Strong communicator who couples great listening skills and empathy to support members in potentially stressful situations.
Strong and creative problem-solving ability.
Able to balance critical thinking and attention to detail.
Proven capability to manage and prioritize competing support and service demands both from members, staff, and the Business Experience Team.
Excellent written, verbal, and presentation skills.

Responsibilities

Maintains Cash Management and Business Account product knowledge to confidently support all offered services. Cash Management products include Merchant Services, Business Credit Cards, ACH Origination, Business RDC, Positive Pay, Debit Block, Sweep Management, Account Analysis and Business Online Banking.
Assists Business Experience Team (BXT) in collecting and processing new applications and service amendments.
Assists BXT and Business Banking team in updating or maintaining accounts and services as needed.
Responsible for working with internal and third-party vendors and systems to complete product and service boarding and prepare for installation, either self-performed or by team members.
Prepares new and existing member solutions and training.
Helps support and achieve department growth goals and member satisfaction metrics.
Create a superior experience for members through attentive and knowledgeable support for Cash Management and related products and services.
First point of contact for technical support to existing members related to cash management products and services.
Offer initial and ongoing training to business members and their employees in proper use of WECU business solutions.
Provide member and staff education and guidance in relation to fraud prevention for WECU solutions.
Maintain high member satisfaction through meeting set expectations, responding to support requests in a timely manner, regular follow-up, and documenting requests and resolutions.
Cultivate a proactive, responsive, empathetic, and efficient support structure.
Incorporate new support steps, version updates and solution changes to internal and member facing procedures and support collateral.
Work with BXT, vendors, and other WECU teams to escalate in-field support and service requests.
Maintain inventory of cash management and merchant equipment.
Identify opportunities for referrals to other products and departments through support requests and member and retail communications.
Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), Customer Due Diligence (CDD), National Automated Clearing House Association (NACHA), and card brand rules daily to ensure compliance with current regulations.
Completes mandatory BSA/AML annual training via online web course.
Follows WECU’s policies and all applicable laws and regulations.
Performs other duties as assigned and may also assist others to complete tasks and work assignments.