Owner Solutions Professional

Northern Credit Union • Watertown, NY

8d • $20 - $25 • Remote

About The Position

Position Objective: Through Humble, Hungry and People Smart Virtues, the Owner Solutions Professional enhances the experience for members and internal owners by exhibiting versatile, professional, and efficient attributes as well as drive to deliver the “WOW” member service experience to become the Standard of Excellence. The Owner Solutions Professional will provide remote service delivery support to internal and external owners for member transactions, ACH processes, SEG payroll, debit and credit card practices, account maintenance and electronic services. This professional will improve overall service efficiencies by ensuring quality and accuracy of operations through quality control reviews, maintaining updated policies and procedures, effectively identifying opportunities to improve processes and proactively raising awareness of changes to Credit Union guidelines in support of Northern’s strategic direction, mission and vision. Essential Job Functions: Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: Exhibiting high energy, a positive attitude, creativity and passion for member service. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. Engaging in the recommendation of enhancements to further promote Northern’s Culture and the Standard of Excellence for member service. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements. Taking every opportunity to build or enhance member relationships and contributing to their financial well-being. Effectively and efficiently ensures quality service through convenient service delivery channels including but not limited to phone, Video Banking, Text or Chat programs by utilizing the Credit Union’s website and digital banking by : Services: Actively educating internal and external Owners through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels. Performing member transactions while ensuring accuracy. Efficiently educating, researching, resolving, and notifying members regarding inquiries including, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc. Reviewing, approving, and processing checks deposited through electronic service delivery channels up to and including ATMs, Mobile Banking, Remote Deposit Capture, etc. Performing account maintenance and collecting proper documentation for member request, such as, dividend adjustments, account conversions, linking accounts, deceased accounts (including closing if needed), etc. Performing maintenance and troubleshooting for, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc. Processing debit card charge-backs and adjustments, posting insufficient fund charges, sending related member communications, and maintaining the general ledger accounts monthly while following established policies and procedures. Overdraft Privilege: Demonstrating knowledge and understanding of the overdraft program, educating members on overdraft services and making recommendations on fee reversals. Responsibly refunding fees associated with Share Draft activity including ODP in accordance with Credit Union guidelines. Regularly pulls reports and verifies the quality and accuracy of member information in appropriate systems for: The debit/ATM and credit card set up including renewal dates, address, contact information, etc. ACH and Share Draft exceptions and annual audits. Ensures the Standard of Excellence in member relationships by ensuring the quality and accuracy of team operations in accordance with Northern’s practices, procedures, and guidelines through: Performing regular audits to verify the information is complete and accurate and recommending areas of opportunity. Coordinating and conversing with internal owners to retrieve necessary documents and identification for account opening or maintenance of accounts while effectively holding internal owners accountable to Credit Union standards. Reviewing, developing, and documenting processes, procedures and workflow manuals to establish overall consistency. Assisting with internal investigations when controls fail or are compromised, and the credit union experiences a loss, or potential loss, due to defalcation. Identifying risk and recommending changes to management to reduce overall risk. Other Job Functions: 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. Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis. Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners. Flexible hours including evenings as needed, and Saturdays as necessary to meet established goals. Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration. Obtains, maintains, and applies a thorough working knowledge of credit union history and philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products and services and delivery channels. Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in mortgage lending and customer service. Takes initiative for personal career development and seeks opportunities to learn new skills. Reports all suspected fraud activity immediately to the appropriate team. Telecommuting work environment, combined with occasional travel between relationship centers is required.

Requirements

• A two-year college degree or completion of a specialized course of study at a business or trade school.
• Six months to two years of similar or related experience, including time spent in preparatory positions.
• Clear communication with internal and external customers is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
• Ability to work within a team while working independently.
• Ability to multi-task and move quickly between priorities.
• Ability to prioritize a wide range of responsibilities and handle multiple tasks and projects accurately and completely while meeting conflicting deadlines.
• Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
• 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.
• 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.

Responsibilities

• Actively educating internal and external Owners through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels.
• Performing member transactions while ensuring accuracy.
• Efficiently educating, researching, resolving, and notifying members regarding inquiries including, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc.
• Reviewing, approving, and processing checks deposited through electronic service delivery channels up to and including ATMs, Mobile Banking, Remote Deposit Capture, etc.
• Performing account maintenance and collecting proper documentation for member request, such as, dividend adjustments, account conversions, linking accounts, deceased accounts (including closing if needed), etc.
• Performing maintenance and troubleshooting for, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc.
• Processing debit card charge-backs and adjustments, posting insufficient fund charges, sending related member communications, and maintaining the general ledger accounts monthly while following established policies and procedures.
• Demonstrating knowledge and understanding of the overdraft program, educating members on overdraft services and making recommendations on fee reversals.
• Responsibly refunding fees associated with Share Draft activity including ODP in accordance with Credit Union guidelines.
• Regularly pulls reports and verifies the quality and accuracy of member information in appropriate systems for: The debit/ATM and credit card set up including renewal dates, address, contact information, etc. ACH and Share Draft exceptions and annual audits.
• Performing regular audits to verify the information is complete and accurate and recommending areas of opportunity.
• Coordinating and conversing with internal owners to retrieve necessary documents and identification for account opening or maintenance of accounts while effectively holding internal owners accountable to Credit Union standards.
• Reviewing, developing, and documenting processes, procedures and workflow manuals to establish overall consistency.
• Assisting with internal investigations when controls fail or are compromised, and the credit union experiences a loss, or potential loss, due to defalcation.
• Identifying risk and recommending changes to management to reduce overall risk.
• Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
• Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
• Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
• Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
• Obtains, maintains, and applies a thorough working knowledge of credit union history and philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products and services and delivery channels.
• Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in mortgage lending and customer service.
• Takes initiative for personal career development and seeks opportunities to learn new skills.
• Reports all suspected fraud activity immediately to the appropriate team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree