Regional Member Service Specialist

Truliant Federal Credit Union

Date: 2 weeks ago
City: Charlotte, NC
Contract type: Full time
Truliant Federal Credit Union
Job Description:

Purpose of the Job

The Regional Member Service Specialist I is responsible for serving the financial needs of our member-owners accurately and efficiently, and developing a strong rapport with the member which supports the Credit Union's mission of enhancing our member-owners’ financial lives and becoming their preferred financial partner. This position performs tasks related to all facets of the Member Financial Center, which includes processing teller transactions, lending, account opening and account maintenance, opening savings & investment products, along with other account services. The Regional Member Service Specialist I will assist with providing coverage to an area of assigned MFC locations within a defined market but not always limited to the assigned market based on business need and may require overtime hours. The duties that the Regional Member Service Specialist I will perform each day will depend on the need of the MFC that is being covered. The Regional Member Service Specialist I will also work with the Training dept. to serve as the back-up MSR trainer for part-time staff as needed. The Regional Member Service Specialist I must be flexible with the ability to work a variety of shift schedules at various assigned locations.

Essential Functions and Responsibilities

  • Assists members with their current and future financial goals through conducting quality guidance and credit reviews to provide solutions with Credit Union deposit, loan and ancillary products and services, ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution. Identifies quality referrals to other business units such as but not limited to: Business Services, Mortgage, Truliant Financial Advisors.

  • Interacts professionally with other departments within the Credit Union.

  • Maintains integrity and confidentiality when handling member’s accounts.

  • Performs all teller transactions as requested and has capability to balance CDMs, TCRs, ATMs and vault.

  • Performs all member service operations, including new accounts opened for contact and initializing start of relationship building with knowledge, products and services that will benefit the member.

  • Researches and resolves account issues, elevating to problem resolution team as necessary.

  • Provides information on all deposit and loan products to member-owners, including mortgages, service agreements and insurance.

  • Processes Business Services requests accurately and efficiently including business service loan requests and processing.

  • Manages loan and deposit pipeline to ensure timely follow-up and cultivates leads into successes.

  • Understands IRA process and products offered. Opens and provides maintenance for all IRA accounts.

  • Processes all loan requests and reviews credit needs for further loan opportunities to benefit the member.

  • Processes and opens all specialty accounts when needed.

  • Develops leads for Business Development, Business Services and Truliant at Work.

  • Collaborates with Training dept. to prepare and conduct impactful MSR training for part-time employees unable to attend MSR new hire training program in Winston-Salem.

  • Represents the Credit Union by visitations to Business Partners and other Credit Union functions.

  • Performs comparative analysis periodically to share with manager and staff.

  • Evaluates all loan reports and new member reports for accuracy and cultivating relationships.

  • Actively participates in staff meetings regularly to enhance overall staff knowledge.

  • Takes a leadership role in market development for the MFC by participating in community events and identifying name recognition opportunities.

Other Duties and Responsibilities

  • Provides assistance with member service when needed on the MSR line.

  • Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

    • Must be flexible to work in different MFC locations on different days during the week, as priorities change

    • Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment

    • Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate

    • Must have excellent communication skills in English, both verbal and written

    • Must understand audit procedures and the importance of maintaining the integrity of audit guidelines

    • Strong interpersonal skills required

    • Previous sales experience preferred

    • Must have good arithmetic skills

    • Must have basic personal computer skills

    • Must have knowledge of advanced products and services

    • Must be proficient in service recovery concepts as a vehicle to enhance member satisfaction

    • Must understand basic concepts and principles of credit underwriting

    • Must have Notary appointment, or attain Notary status within 3 months of hire

    • Must be trained in Branch Lending

    • Must have ability to understand all business processes within the credit union

    • Must be detail oriented and well organized

    • Must be able to work in a general office environment

    • Must be flexible and able to shift resources and priorities as required

    • Must be able to complete all assignments with minimal supervision

    • Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

  • Frequent standing, walking, and bending required

  • Must be able to sit at a desk for moderate periods of time and use a computer

  • Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

  • High School Diploma or equivalent required

  • College Degree preferred

  • A minimum of 3+ years related experience in the retail industry or financial services preferred

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