Member Relationship Specialist - Croghan

Northern Credit Union•Croghan, NY

4d•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. This role involves developing strong relationships through needs-based conversations, opening, closing, and maintaining new accounts, and performing a variety of financial transactions. The goal is to ensure 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. The position also involves promoting the Ownership philosophy, engaging in community outreach, and supporting the department in achieving performance goals.

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 situations.
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.
Physical Strength: Sedentary work; sitting most of the time (almost all office jobs). Lifting of coin bags as needed.
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.
Hybrid work environment available following new account certification.

Responsibilities

Proactively serve as a role model and demonstrate individual commitment to Northern’s Ownership philosophy.
Maintain an active, positive, professional image and reputation for Northern in the community.
Engage in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.
Keep open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.
Commit to improving engagement with local communities within chartered areas.
Establish and retain relationships with members and potential members by providing trusted advice in every member service experience.
Consistently welcome and greet all members and visitors professionally and courteously, identifying members personally, and building rapport through personalized relationship building conversations.
Consistently maintain focus on members, practice active listening, and avoid interruptions.
Proactively ask open-ended questions to understand member needs, alter approach to member preferences, and ensure accurate member applications and account opening documentation.
Demonstrate knowledge and understanding of all new membership and account types, ensuring account opening and maintenance requirements are accurately completed in accordance with Credit Union policies, procedures, and regulatory agency requirements.
Accurately perform transactions, member servicing requests (i.e., ACH, Wires, Fraud Disputes, notaries, etc.) and conversations of products and services that lead to the most successful relationships.
Promote and expand 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.
Initiate follow-up and outbound calls with members based on Northern’s goal expectations and marketing promotions.
Accurately complete documentation, track, and update member contact information, account records, and maintenance requests across all member accounts throughout the day, using Northern’s CRM 360 tool.
Build meaningful member relationships and positively impact each interaction while supporting the department in achieving performance goals captured in scorecards, supporting business plans and service expectations.
Demonstrate commitment to continuous improvement by proactively requesting and integrating feedback from leadership, trainers, and mentors.
Maintain strict confidentiality in accordance with Northern’s Confidentiality Policy.
Effectively tailor approach in assisting with managing traffic flow by referring members to appropriate Member Relations staff based on the member’s preferred delivery channel.
Identify and refer members to the appropriate teams for additional support (e.g., NFS for financial planning advice, Home Lending for mortgage referrals, Credit Solutions for concerns with late loan payments).
Demonstrate knowledge of Smart Office technology by ensuring all members are comfortable and understand the expectations of this process and next steps.
Enhance the member’s knowledge of services by demonstrating, educating, and explaining the use and benefits of alternative solutions such as live assist with Northern Advance ATMs and video banking.
Perform opening and closing Relationship Center processes, ATM cash replenishment, Peer balancing, and vault balancing.
Effectively order the appropriate amounts of cash for the Relationship Center ensuring recyclers and ATMs are replenished to meet member service levels.
Maintain proper documentation of all currency received and disbursed for the Relationship Center vault and recyclers.
Complete periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine, and vault fine counts.
Demonstrate knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.
Report all suspected fraud activity immediately to the appropriate department and assist with the investigation of the fraud.
Promote Northern's Core Values throughout the organization.
Promote teamwork within the Credit Union and actively seek solutions to issues related to member and internal owner expectations.
Provide informed, prompt, professional, and accurate communication, service, and support to all members and internal owners.
Maintain knowledge of responsibilities and functions of the departments within the credit union.
Continually identify and participate in educational programs such as Cornerstone online training resources, schools, and/or conferences to develop greater knowledge and expertise in member service.
Take initiative for personal career development and seek opportunities to learn new skills.