Member Relationship Specialist - Lender

Northern Credit Union•Watertown, NY

7d•Hybrid

About The Position

The Member Relationship Specialist serves as a trusted advisor responsible for delivering an exceptional member experience and providing personalized financial solutions. This role involves assisting members with unsecured lending needs, guiding them through the application and closing process, and opening/servicing various business and personal accounts. The specialist will perform financial transactions, act as a mentor to team members, and ensure members receive convenient, seamless, and customized services aligned with Northern's mission and strategic direction. This position requires a proactive approach to member service, engagement with the community, and a commitment to Northern's Ownership philosophy. The role also involves promoting digital and alternative delivery channels, collaborating with business partners, and ensuring members are comfortable with technology like Smart Office. Delivering on performance expectations through meaningful relationships and a trusted advisor approach is key. The specialist will also mentor team members on member engagement, consultative techniques, account opening procedures, compliance, and referral opportunities. They will establish and retain relationships by providing trusted advice, accurately opening/closing/maintaining various account types (business, specialty, general membership), and performing transactions and servicing requests. Promoting credit union services, initiating follow-up calls, and maintaining accurate member contact information are also responsibilities. A commitment to high-quality service, accuracy, professionalism, and confidentiality is essential. The role supports relationship center operations through efficient processes, including cash handling, balancing, ordering cash, and performing audits. A thorough understanding of credit union operations, products, services, policies, regulations, and lending philosophy is required. The position also involves reporting and assisting with fraud investigations. The ideal candidate must be technologically savvy, keep abreast of consumer trends, and provide informed, prompt, professional, and accurate communication. Continuous learning and personal career development are encouraged.

Requirements

2+ years of experience within the financial industry is required.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
The successful candidate will consistently demonstrate sound, independent judgment and have a proven track record for multi-tasking and performing duties in a fast-paced environment.
Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.
Proven ability to work under pressure and remain calm in tense situations with both internal and external owners.
Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
Must be a high-energy person who is self-motivated and results oriented and able to work independently and with groups in a fast-paced deadline driven environment.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.
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

Associate’s Degree from an accredited college or university in a related field is preferred.
Related unsecured lending experience is preferred.
Certified Financial Counselor designation is required, or must be obtained within 18 months of hire.
NYS Notary Public commission is required or must be obtained within 12 months of hire.

Responsibilities

Serve as a trusted advisor, delivering exceptional member experiences and personalized financial solutions.
Assist members with unsecured lending needs, including guiding them through the application and closing process.
Open and service all business account services, special accounts, and new general membership accounts.
Perform a variety of financial transactions.
Serve as a resource and mentor for team members.
Proactively serve as a role model demonstrating 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 promote Northern’s Culture and 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.
Effectively provide efficient loan originations for all phases of unsecured loan activities.
Review and conduct thorough, accurate, and member-focused unsecured loan applications.
Provide clear and comprehensive information to members regarding loan terms, rates, and options.
Evaluate preliminary eligibility based on lending policy guidelines and refer applications to underwriting as appropriate.
Communicate the status of loans to appropriate parties.
Resolve or refer problems and questions courteously and promptly.
Consistently execute loan closing documentation, ensuring compliance with regulatory requirements and department procedures.
Partner with other departments to ensure a smooth decision and processing experience.
Complete appropriate documentation such as Subsequent Actions, Lien Releases, etc.
Maintain strict confidentiality.
Demonstrate advanced proficiency in recognizing opportunities to deepen member relationships.
Tailor each member interaction to identify financial needs and proactively submit referrals.
Promote and educate members on digital and alternative delivery channels.
Collaborate with business partners and team members to ensure seamless handoff and follow-up.
Ensure all members are comfortable with and understand Smart Office technology.
Deliver on or exceed established performance expectations.
Effectively role model a trusted advisor level of member engagement and consultative member service techniques.
Guide and support team members through role playing and knowledge sharing.
Coach team members by providing constructive feedback.
Partner with leadership in providing regular feedback and progress updates on team members’ development.
Consistently welcome and greet all members and visitors professionally and courteously.
Identify members personally and build rapport through personalized relationship building conversations.
Maintain focus on members, practice active listening, and avoid interruptions.
Proactively ask open-ended questions to understand member’s needs.
Accurately open, close, and maintain a wide range of business accounts.
Accurately record beneficial ownership information and business account questionnaires.
Proficiently open, close, and maintain all specialty accounts.
Demonstrate knowledge and understanding of all consumer lending products and services, new accounts, and business accounts.
Accurately perform transactions, member servicing requests, and conversations of products and services.
Promote and expand relationships by advising on the benefits of credit union services.
Initiate follow-up and outbound calls with members.
Accurately complete documentation, tracking, and updating member contact information.
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.
Maintain proper documentation of all currency received and disbursed.
Complete periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine, and vault fine counts.
Report all suspected fraud activity immediately and assist with investigations.
Promote Northern's Core Values throughout the organization.
Promote teamwork within the Credit Union and actively seek solutions.
Keep abreast of evolving consumer needs and trends.
Provide informed, prompt, professional, and accurate communication, service, and support.
Maintain knowledge of responsibilities and functions of departments within the credit union.
Obtain, maintain, and apply a thorough working knowledge of credit union history, lending philosophy, regulations, policies, and procedures.
Continually identify and participate in educational programs to develop greater knowledge and expertise.
Take initiative for personal career development and seek opportunities to learn new skills.