Member Relationship Specialist Contact Center (Finance)
At Blue, we discover pathways to realize your possibilities! Our Membership Relationship Specialist is responsible for assisting managers with Member Relationship Contact Center activities to meet business objective and growth plans. This position troubleshoots and resolves member concerns by clarifying issues, researches, and explores alternative solutions and escalating unresolved problems to appropriate team member. The Member Relationship Specialist will support all facets of member development along with critical service objectives by motivating and helping train and develop team members. 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.
Major Duties and Responsibilities
- Supports management by assisting with team member development and guidance of the contact center employees. This will include training, responding to and resolving incoming requests.
- This position will lead in adding new services, supporting problem resolution, and operational functions. Promotes 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, promoting Blue's mission and value, meeting and/or exceeding goals and objectives. Open various new accounts, process necessary information and educate the customers as to services/products available as a result. Identify and execute upon cross sell opportunities to deepen member relationships. Meet or exceed all sales and service objectives.
- Utilizes advanced problem solving and decision-making skills. Aids the contact center leaders on an as needed basis. Duties would include leading huddles, providing leadership support while managers are away, and queue management.
- Lead and demonstrate robust member experiences through courteous, timely, and professional member engagements and communication. Promptly, accurately and efficiently process member financial 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 online service channels such as mobile banking, money mover, and Bill pay. 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.
Knowledge and Skills
Experience
A minimum of one year up to three years of similar or related experience, including preparatory experience.
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.
Interpersonal Skills
Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.
Other Skills
Excellent organizational, analytical and problem-solving skills. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet. Excellent verbal, written, telephone and interpersonal communication skills. Must possess a service orientation and be willing to sell products and services. Ability to manage multiple projects/priorities simultaneously in an effective manner. Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.) Has the focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role.
FULL TIME POSITION
Starting Range: $21.89 - $24.52
Full Range: $21.10 - $31.65
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
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At Blue Federal Credit Union, we don't just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
