Business Member Support Account Servicing - Business Member Support Account Servicing Specialist
About The Position
Golden 1 Credit Union is hiring a Business Member Support Account Servicing Specialist to provide accurate, responsive account servicing and problem resolution for business members. The role supports business account onboarding and servicing across online banking, deposit, lending, and money movement products, while maintaining compliance with applicable laws, regulations, and credit union policies. It is hybrid in Sacramento, California, and reports to the Supervisor - Business Member Support Servicing. The specialist handles complex service requests, assists members with opening accounts and onboarding, conducts outreach and system demonstrations, and works with internal partners on commercial and business lending servicing matters. The role also reviews workflows and reports, supports audits, identifies process improvements, and contributes to a collaborative team environment. The position is non-exempt and pays $28.00–$30.00 per hour.
Requirements
- Bachelor’s degree or equivalent educational or professional experience within the financial industry.
- At least 3 years of professional experience in financial services, including contact center experience; small business banking experience is preferred.
- Functional knowledge of applicable compliance courses, regulatory requirements, and internal credit union policies.
Nice To Haves
- Small business banking experience.
Responsibilities
- Proactively identify and resolve business member issues using problem-solving skills and available company resources.
- Communicate effectively and accurately, with attention to detail and compliance with credit union laws and regulations.
- Assist business members with opening accounts and provide a smooth onboarding experience, identifying relevant products, services, and financial solutions.
- Review, analyze, and report on onboarding processes and challenges; research issues and evaluate alternatives.
- Discuss business members’ needs related to credit, deposits, and servicing processes to help support their business operations.
- Contact members within three days of starting membership to begin onboarding, including system demonstrations.
- Process complex requests submitted through the Business Member Support Account Servicing email boxes and online banking platform.
- Review queues to ensure workflows meet service-level agreements and expedite requests when needed.
- Help compile data for periodic audits of business lending operations and document compliance with applicable regulations, policies, and procedures.
- Resolve issues involving online banking, business deposit products, business lending products, and money movement services.
- Maintain and apply knowledge of business deposit and loan policies and procedures.
- Identify inefficiencies and recommend operational improvements to online account-opening processes.
- Assist internal business partners with inquiries or issues related to commercial and business lending servicing.
- Protect confidential member and credit union information.
- Maintain current knowledge of Golden 1 products, services, policies, and procedures.
- Organize and prioritize multiple tasks while maintaining attention to detail.
- Perform general and complex loan maintenance, including rate changes and payment corrections.
- Create and analyze reports to monitor timely completion of work; research findings, take appropriate action, and notify management of status, issues, and proposed resolutions.
- Handle inbound calls and member inquiries.
- Modify or set up ACH forms for Commercial Real Estate loans and credit cards.
- Perform complex operational and member-support initiatives.
- Meet daily production deadlines while maintaining quality and quantity in a fast-paced environment.
- Complete annual compliance courses and applicable regulatory tests and training on internal credit union policies.
- Communicate with credit union employees to coordinate work and exchange information in support of credit union goals.
- Contribute to a positive, collaborative team environment and support corporate, division, and departmental goals.
- Mentor peers, share knowledge, and support colleagues’ professional development.
- Perform additional duties as assigned.
Benefits
- Comprehensive compensation package
- Well-being and work-life balance programs
- Career development and growth
- Rewards and recognition
- Commitment to Diversity, Equity and Inclusion
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
