Business Member Support - Business Member Support Service Center Representative

TITLE: BUSINESS MEMBER SUPPORT SERVICE CENTER REPRESENTATIVE

STATUS: NON-EXEMPT

REPORT TO: SUP - BUSINESS MEMBER SUPPORT SERVICE CENTER

DEPARTMENT: BUSINESS MEMBER SUPPORT CENTER

JOB CODE: 11737

PAY RANGE: $25.02 - $26.50 HOURLY

GENERAL DESCRIPTION:

The role of a Business Member Support Service Center Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual excels in delivering outstanding service, employing effective call handling methods to ensure a positive and memorable member experience. As a Business Member Support Service Center Representative, they hold a vital position in strengthening the Business Member Support Center. Their responsibilities are to be primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. Additionally, collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.

TASKS, DUTIES, FUNCTIONS:

1.  Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment.
2. Resolve business member issues relating to online banking, business deposit products, business lending products, and money movement services products.
3. Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.
4. Engage in conversations centered around business members’ needs, specifically focusing on credit, deposit, and servicing process needs to assist in growing their business.
5. Initiate contact with new members within 3 days of their membership initiation.
6. Provide support for all inquiries and requests received through the Business Member Support Center phone queues and email inboxes.
7. Demonstrate advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance.
8. Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.
9. Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.
10. Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position.
11. Handle general inquiries and questions from members by demonstrating understanding of member needs, concerns, and/or frustrations. Respond by demonstrating care, concern, and an appropriate sense of urgency.
12. Perform multiple internal queues and maintain service levels and regulatory requirements.
13. Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success.
14. Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues. ng issues effectively.
15. Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty.
16. Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system.
17. Perform routine tasks such as handling inquiries, resolving problems, and maintaining high-quality customer experience within the bounds of work guidelines, policies, and regulations.
18. Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business.
19. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
20. Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur.
21. Perform general account maintenance, which may include payment corrections.
22. Perform post funding services, such as payoff requests and prepayment penalty calculations.
23. Meet production deadlines daily while cognizant with quality and quantity in a fast- paced environment.
24. Must demonstrate functional knowledge of all compliance courses annually and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies.
25. Assist business members with opening new accounts, ensuring a smooth onboarding experience while identifying opportunities to add value through tailored products, services, and financial solutions.
26. Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.
27. Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.
28. Perform additional duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1.   Effective oral and written communication skills required to interact with staff and members to perform follow-up on research requests, inquiries, and concerns.

2.   Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment such as a personal computer, facsimile machine,

and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

INTERNAL: Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics.

EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, e-mail and telephone.

QUALIFICATIONS:

1.   EDUCATION: A bachelor’s degree or equivalent educational or professional experience within the financial industry.

2.   EXPERIENCE: Minimum two years of professional experience in financial services, preferably in in contact center environments

3.   KNOWLEDGE / SKILLS:

• Excellent PC skills, with the ability to learn and train in new software.
• Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts.
• Familiarity of business products, services and compliance requirements preferred
• Excellent organizational, time management and communication (verbal and written) skills.
• Share knowledge freely to help others succeed. Fully participates in meetings, proactively bringing forward relevant information, ideas and potential solutions.
• Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving.
• Positively adapts to changes in Golden 1 and/or changes in own role and helps others to do the same.
• Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities.
• Ability to thrive in a fast-paced environment while maintaining accuracy and attention to detail.
• Reliable work attendance
• Full-time hours required, with additional hours as necessary including weekends.
• Basic knowledge of the following systems: Microsoft Office (Word, Excel and Outlook),

PHYSICAL REQUIREMENTS:

1.   Prolonged sitting throughout the workday with occasional mobility required.

2.   Corrected vision within normal range.

LICENSES / CERTIFICATIONS:

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL, AND ABILITY

AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

Salary : $25 - $27