Business Member Support Account Servicing - Business Member Support Account Servicing Specialist

Golden 1 Credit Union • Sacramento, CA

11d • Hybrid

About The Position

The Business Member Support Account Servicing Specialist provides accurate, responsive support to business members by resolving account servicing issues, supporting onboarding, and helping members navigate business deposit, lending, online banking, and money movement services. The role handles complex requests across service queues, email, and online banking, and coordinates with internal business partners on commercial and business lending matters. It also supports operational quality and compliance through research, reporting, audits, and process improvement. The position is hybrid in Sacramento, California, is non-exempt, and reports to the Supervisor - Business Member Support Servicing. The stated pay range is $28.00–$30.00 hourly.

Requirements

• Bachelor’s degree or equivalent educational or professional experience within the financial industry.
• At least three years of professional experience in financial services, including contact center roles; small business banking experience is preferred.
• Strong problem-solving and communication skills, attention to detail, and commitment to accuracy and compliance.
• Ability to organize, prioritize, and manage multiple tasks while meeting production deadlines in a fast-paced environment.
• Ability to complete required annual compliance courses and regulatory tests.

Nice To Haves

• Small business banking experience.

Responsibilities

• Identify and resolve member issues, troubleshoot concerns using available resources, and provide responsive support.
• Assist business members with opening new accounts and onboarding, including contacting members within three days of membership initiation and providing system demonstrations.
• Discuss business members’ credit, deposit, and servicing needs and identify relevant products, services, and financial solutions.
• Review, analyze, and report on onboarding processes and challenges, researching issues and evaluating alternatives.
• Process complex requests submitted through the Business Member Support Account Servicing email boxes and online banking platform.
• Review service queues, ensure workflows are completed within service-level agreements, and expedite requests as needed.
• Assist with compiling data for periodic audits of business lending operations and document compliance with regulations, policies, and procedures.
• Resolve business member issues related to online banking, business deposit products, business lending products, and money movement services.
• Maintain and apply knowledge of business deposit and loan policies and procedures, products, services, and applicable compliance requirements.
• Identify operational inefficiencies and recommend improvements to online account opening processes.
• Assist internal business partners with inquiries or issues related to commercial and business lending servicing.
• Maintain the confidentiality of member and credit union information.
• Organize, prioritize, and perform multiple tasks simultaneously with attention to detail.
• Perform general and complex loan maintenance, including rate changes and payment corrections.
• Create and analyze reports to ensure work is completed within required timelines and in accordance with procedures and regulations; 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 and meet daily production deadlines while maintaining quality and quantity in a fast-paced environment.
• Complete annual compliance courses and required regulatory tests, including internal credit union policies.
• Communicate effectively with credit union employees to coordinate and exchange information in support of credit union goals.
• Contribute to a positive, collaborative team environment, including mentoring peers, sharing knowledge, and supporting others’ professional development.
• Perform additional duties as assigned.

Benefits

• The company describes a total rewards package that includes comprehensive compensation, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to diversity, equity, and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level