MEMBER RELATIONSHIP SPECIALIST (Holland, MI Branch)

4Front Credit Union•Park Township, MI

12d•Onsite

About The Position

The Member Relationship Specialist is the first point of contact, problem resolution and responsible for creating a “wowing” first impression to existing and prospective members. Responsible for account openings, changes and closings, lending applications and support, and research and resolution of complex problems. Applies working knowledge to educate existing and prospective members on products and services to meet their current and future financial needs. Ensures members are promptly and professionally served.

Requirements

High school graduate or equivalent required.
A thorough knowledge of member service, cross-selling and branch operations.
Understanding of Credit Union operations, including opening and closing accounts, loans, IRA, HSA, and certificate procedures.
Understanding of Credit Union philosophy.
Knowledge of basic accounting.
Excellent communication, listening and problem-solving skills.
Professional appearance, dress, and attitude.
Solid math skills.
Ability to operate related computer software, and business equipment including 10-key, money counters, and telephone.

Nice To Haves

Training and leadership abilities preferred
Minimum of two years in member service or sales experience preferred, ideally in a financial institution

Responsibilities

Efficient, effective, and professional MRS operations.
Account maintenance, opening new accounts (consumer, defined, and business), closing accounts, originating loan applications, processing loan closings.
Answering questions and solving problems for members by active listening, collecting data, securing answers and delivering solutions to the member. Resolving member account reconciliation problems.
Assisting with complex transactions, cashier's checks, money orders, gift/travel cards, instant issue cards, and maintenance of certificate shares.
Maintaining an inventory of cashier's checks, money orders, gift/travel cards.
Balancing the vault, ITMs, coin machines.
Answering questions regarding IRAs and HSAs.
Acting as a liaison between members and the ITMs.
Supporting leadership to personnel through effective delegation and communication.
Sharing knowledge with team regarding policy, procedure, service and product offerings. Assisting new employees.
Providing support and suggestions for improvement in performance, process and efficiencies.
Assisting and supporting the team and peer departments, as needed.
Keeping management informed of area activities and of any significant problems. Providing suggestions for improved product, service or process.
Completing all required reports and related documents, including but not limited to branch audits, membership cards, CTRs, etc. Ensuring documents are completed accurately and promptly.
Attending meetings as required.
Responding to members in a courteous, professional and timely manner, providing prompt, accurate and efficient service.
Maintaining regular contact with other departments to obtain information and/or to correct transactions.
Assisting Deposit Operations personnel as needed.
Ensuring the Credit Union’s professional reputation is projected and maintained.
Keeping executive management informed of area activities and of any significant problems.
Ensuring work areas and equipment are clean and well maintained.
Performing procedures for opening and closing of operations, including vault, alarm, and door duties.
Providing replacement MRS coverage as needed.
Performing related administrative and lending functions as required.
Complying with the U.S. Patriot Act and the Credit Union’s Bank Secrecy and OFAC Policies and Procedures.
Complying with the Gramm-Leach Bliley Act and the Credit Union’s Information Security program, maintaining the privacy and security of information, Systems and locations.