Member Relationship Specialist- Commerce

Published: 6/14/2022

Job Description

Position Objective:

Through Humble, Hungry, and People Smart attributes, the Member Relationship Specialist develops towards becoming a trusted, world class advisor that is responsible for delivering an exceptional member experience and providing personalized financial solutions to meet the needs of our members. By developing strong relationships through needs-based conversations, the Member Relationship Specialist will open, close and maintain new accounts and perform a variety of financial transactions ensuring our 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.

Essential Job Functions:

1. Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by:

a. Exhibiting high energy, a positive attitude, creativity, and passion for member service.

b. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.

c. Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.

d. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.

e. Committing to improve our engagement with local communities within our chartered areas.

2. Establishes and retains relationships with members and potential members by providing trusted advice in every member service experience by:

a. Consistency welcoming and greeting all members and visitors professionally and courteously, identifying members personally, building rapport through personalized relationship building conversations.

b. Consistently maintaining focus on members, practicing active listening, and avoiding interruptions.

c. Proactively asking open-ended questions to understand member needs, altering their approach to member preferences, and ensuring accurate member applications and account opening documentation.

d. Demonstrating knowledge and understanding of all new membership and account types including custodial/minor accounts, living trusts, representative payees, and business accounts, etc., ensuring account opening and maintenance requirements are accurately completed in accordance with Credit Union policies, procedures, and regulatory agency requirements.

e. Accurately performing transactions, member servicing requests (i.e., ACH, Wires, Fraud Disputes, notaries, etc.) and the conversations of products and services that lead to the most successful relationships.

f. Promoting and expanding 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.

g. Initiating follow up and outbound calls with members based on Northern’s goal expectations and marketing promotions.

h. Accurately completing documentation, tracking, and updating member contact information, account records, and maintenance requests across all member accounts throughout the day, using Northern’s CRM 360 tool.

i. Building meaningful member relationships and positively impacting each interaction while supporting the department in achieving performance goals captured in scorecards, supporting business plans and service expectations.

j. Demonstrates commitment to continuous improvement by proactively requesting and integrating feedback from leadership, trainers and mentors.

k. Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.

3. Demonstrates increased member awareness usage of alternative and convenient service delivery channels by:

a. Effectively tailoring approach in assisting with managing traffic flow by referring members to appropriate Member Relations staff based on the member’s preferred delivery channel.

b. Identifies and refers members to the appropriate teams for additional support: NFS for financial planning advice, Home Lending for mortgage referrals, Credit Solutions for concerns with late loan payments etc.

c. Demonstrates knowledge of Smart Office technology by ensuring all members are comfortable and understands the expectations of this process and next steps.

d. Enhances 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.

4. Supports relationship center operation needs through efficient processes by:

a. Performing opening and closing Relationship Center processes, ATM cash b. replenishment, Peer balancing; and vault balancing.

b. Effectively orders the appropriate amounts of cash for the Relationship Center ensuring recyclers and ATMs are replenished to meet member service levels.

c. Maintains proper documentation of all currency received and disbursed for the Relationship Center vault and recyclers.

d. Completes periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine and vault fine counts.

e. Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.

f. Reports all suspected fraud activity immediately to the appropriate department and assists with the investigation of the fraud.

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.
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.
Maintains knowledge of responsibilities and functions of the departments within the credit union.
Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in member service. Takes initiative for personal career development and seeks opportunities to learn new skills.
Hybrid work environment available following new account certification.
All other duties as assigned

Qualifications, Skills and Experience:

High School graduate or equivalent.
6 months to 2 years Customer Service Experience, Financial Services Experience is required.
NYS Notary Public commission is preferred.
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 situation.
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.

Physical Activities and Requirements of this Position:

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.

Working Conditions: No hazardous or significantly unpleasant conditions. (Such as in a typical office)

Mental Activities and Requirements of this position:

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.

Compensation:

The base pay range for this position is $20.03 - $25.34 per hour. Exact offers will be determined based on job-related knowledge, skills, and experience.