At Blue, we discover pathways to realize your possibilities. Our Contact Center Member Relationship Officer (Banker) is responsible for leading and directing efforts to build and strengthen relationships with current members and prospects within our communities and assisting members through electronic channels. This position is accountable for designing robust member experiences and engagement by delivering appropriate service solutions, while supporting needs of the member base. Accountable for improving wallet share through proactive inbound and outbound efforts, and ensuring a quality member experience through our service delivery. This position is primarily responsible for handling service requests, balancing problem resolution inquiries, and supporting online and mobile banking, member escalations, and any outage issues. Strong support required for secure messaging, chat, and text banking along with providing guidance for online services and functions.

• Lead in adding new services, supporting problem resolution, and operational functions. It is a secondary role to account opening processes for consumer accounts, and availability for ad hoc business accounts, and private client account opening functions, while also supporting lending applications, as needed. Also supports a backup capacity for email, secure platforms in online banking , Chat, or text applications. Promote the best solutions to support the identified needs of the member, through interactions in all electronic channels, outbound calling efforts, and/or management of referrals from credit union partners. Responsible for proactive lead generation and appointments, establishing centers of influence to engage with prospective members inside/outside the credit union, promoting Blue’s mission and value, meeting and/or exceeding goals and objectives.
• Lead and demonstrate robust member experiences through courteous, timely, and professional member engagements and communication. Promptly, accurately and efficiently process member financial transactions.. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality. Meet onboarding and retention goals for loans and accounts by creating benefits for the member and resolving issues. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members’ needs and takes ownership over issues within your authority for thee-Branch online service channels such as mobile banking, money mover, and Billpay. Proactively identify issues and communicate solution to members and employees quickly and effectively.
• Explain and expedite the opening, closing, transfer , and rollover of loan and deposit products and services. Support onboarding and re-boarding functions to manage consistent and proactive experience levels for members.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Experience: A minimum of one year up to three years of similar or related experience, including preparatory experience. 1-3 years in a sales environment and experience operating in a consultative framework or related experience in a financial organization.

Education/Certifications/Licenses: A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Required Skills:

• Consistently meeting or exceeding goals and objectives
• A significant level of trust, credibility and diplomacy is required
• Excellent organizational, analytical and problem solving
• PC proficient, including Microsoft Office and Internet
• Excellent verbal, written, telephone and interpersonal communication
• service orientation and be willing to sell products and services
• Manage multiple projects/priorities simultaneously in an effective manner
• Ability to function in a financial institution branch or contact center environment
• Demonstrates focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role

Full Time Position

Compensation Range: $21.08 - $28.75

Eligibility for employment is dependent on bondability, background and credit check.

For more information about the Blue culture, please check out these links for a glimpse at the culture we strive to exceed for our employees and members: Culture BluePrint and Working at Blue

Education

• Associates or better