Member Relationship Specialist - Carthage

Northern Credit Union•Carthage, NY

7d•Hybrid

About The Position

The Member Relationship Specialist is responsible for delivering an exceptional member experience and providing personalized financial solutions to meet the needs of our members. Through Humble, Hungry, and People Smart attributes, this role develops towards becoming a trusted, world-class advisor. By developing strong relationships through needs-based conversations, the Member Relationship Specialist will open, close, and maintain new accounts and perform a variety of financial transactions, ensuring members receive convenient, seamless, and customized services that align with their financial goals and dreams in accordance with Northern’s mission, vision, and strategic direction.

Requirements

High School graduate or equivalent.
6 months to 2 years Customer Service Experience, Financial Services Experience is required.
Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures.
Ability to maintain the highest degree of professionalism, even under the most trying of situation.
Ability to work in a fast paced, relationship -building environment.
Ability to effectively present information one-on-one and in small group situations.
Ability to work independently, while working as part of the team.
Ability to calculate figures and amounts such as discounts, interest, percentages and to interpret reports.
Proficiency with a PC and PC software, demonstrated knowledge of and proficiency with MS Office Suite, Outlook, and various internet browser environments required.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment.
Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.
Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission Markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.
Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and make professional presentations.

Nice To Haves

NYS Notary Public commission is preferred.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
Lifting of coin bags as needed.

Responsibilities

Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy.
Establishes and retains relationships with members and potential members by providing trusted advice in every member service experience.
Accurately performing transactions, member servicing requests (i.e., ACH, Wires, Fraud Disputes, notaries, etc.) and the conversations of products and services that lead to the most successful relationships.
Promoting and expanding relationships by developing relationships and advising on the benefits of credit union services such as digital services, debit and credit cards, checking, savings and loans.
Initiating follow up and outbound calls with members based on Northern’s goal expectations and marketing promotions.
Accurately completing documentation, tracking, and updating member contact information, account records, and maintenance requests across all member accounts throughout the day, using Northern’s CRM 360 tool.
Building meaningful member relationships and positively impacting each interaction while supporting the department in achieving performance goals captured in scorecards, supporting business plans and service expectations.
Demonstrates commitment to continuous improvement by proactively requesting and integrating feedback from leadership, trainers and mentors.
Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.
Demonstrates increased member awareness usage of alternative and convenient service delivery channels.
Identifies and refers members to the appropriate teams for additional support: NFS for financial planning advice, Home Lending for mortgage referrals, Credit Solutions for concerns with late loan payments etc.
Supports relationship center operation needs through efficient processes.
Performing opening and closing Relationship Center processes, ATM cash replenishment, Peer balancing; and vault balancing.
Effectively orders the appropriate amounts of cash for the Relationship Center ensuring recyclers and ATMs are replenished to meet member service levels.
Maintains proper documentation of all currency received and disbursed for the Relationship Center vault and recyclers.
Completes periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine and vault fine counts.
Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.
Reports all suspected fraud activity immediately to the appropriate department and assists with the investigation of the fraud.
Through Ownership Pride, promotes Northern's Core Values throughout the organization.
Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
Maintains knowledge of responsibilities and functions of the departments within the credit union.
Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in member service.
Takes initiative for personal career development and seeks opportunities to learn new skills.