Member Relationship Specialist

Job Description

Job Description

Description :

The Member Relationship Specialist serves as a vital liaison between members and the credit union, ensuring professional handling of members' financial needs. This role requires the ability to provide accurate account information, address inquiries, and assist with transactions while fostering a positive member experience. Additionally, the MRS is responsible for verifying loan collateral lien filings, ensuring accuracy in General Ledger (GL) balances, and maintaining complete and accurate records for loans and related documentation.

Duties and Responsibilities :

• Display passion, commitment and drive to deliver an experience that improves our members’ financial lives.
• Engage with members as they enter the branch by welcoming them and making them feel appreciated including managing lobby traffic and scheduling member appointments.
• Build relationships with members to meet financial needs.
• Maintain a working knowledge of the many aspects of the credit union to better serve members including knowledge of all FSFCU products.
• Answer telephone account inquiries from members and process their requests including; funds and transfers between accounts, check reorders, order check copies, payroll allocations, stop payment orders, credit and debit transactions and membership file updates.
• Perform outbound calls and send outbound emails as assigned and by set due date. Provide proactive member outreach to gauge success and offer new tools to help them meet their financial goals.
• Proficient in check ordering, credit / debit card ordering, processing simple adjustments to members’ accounts, researching member disputes and problem resolution. Respond promptly to members’ requests and / or concerns.
• Maintain equipment and files necessary to keep accurate records of member accounts, including membership forms and account change forms. Scan information into the computer system.
• Cross-sell and process IRA and CD account transfers, rollovers and withdrawals. Prepare and process direct deposit forms and payroll allocations. Proficient in IRA products and procedures, including IRA Direct.
• Close accounts according to procedures and attempt to retain member relationship.
• Seek ways to acquire new memberships via referrals and lobby engagement.
• Able to accurately open new member accounts in a timely manner while cross selling products and services.
• Identify member needs through building rapport and asking open-ended questions and strive to meet those needs. Present, promote, and recommend products and services to meet member needs and to contribute to overall branch performance goals.
• Acquire and retain member relationships through relationship building, financial goal planning and overcoming objections.
• Educate members on how to use alternate channels / digital platforms to bank on the go.
• New account duties include interviewing potential members to obtain information and explain available financial services. Verify potential members for field of membership qualifications, complete and obtain signature in workflow, prepare temporary checks, open accounts for members. Accurately run Chex Systems / ID Verify. Review military status according to procedure.
• Understand lending guidelines to assist members regarding lending services. Accurately input loan information, create and process loan documents as needed. Able to review completed applications and fees.
• Track loans in process and identify what is needed to complete and fund.
• Understand loan disbursing; proficient in checking and closing loans.

20. Thorough understanding of Motor Vehicles processing. Able to process title work to perfect credit union liens in a timely manner.

21. Accurately perform routine transactions, including processing deposits, withdrawals, loan payments, transfers, domestic and international wires, issuing and cashing checks, receiving credit card payments and processing cash advances.

22. Maintain at or below branch specific MRS transaction limit.

23. Receive payments for installment and share secured loans, ensuring that payments equal amount due including any late charges.

24. Operate, maintain, and balance coin machine. Tend to ATM duties if applicable.

25. Balance to system generated proof to verify no cash on hand in drawer. Review, verify and consolidate checks within teller capture. Report any discrepancies to supervisor.

26. Sell travel cards nd other “sale” items and maintain logs and inventories.

27. Perform vault operation duties as needed, including but not limited to : order branch cash and load / audit branch cash dispensers.

28. Receive share drafts / checks and cash for deposit to accounts, verify amounts, examine checks for proper endorsement, negotiability and / or fraud, and enter deposits into computer records. Adhere to check hold policy.

29. Process stop payments on checking accounts and on official checks.

30. Knowledge of back office procedures including advanced account research and daily routines.

31. Maintain a working knowledge of procedures and may have the authority to override to provide overrides for other FSR’s.

32. May be required to open and / or close branch.

33. Ensure station is properly stocked with forms, supplies, etc.

34. Assist FSR’s in cross-sell of CU products by answering inquires, informing members of new services and product promotions, determining member needs and recommending alternate channels when applicable in cross selling products and services and ensure their understanding of sales techniques.

35. Represent FSFCU in a courteous, efficient and professional manner at all times. Maintain positive attitude when dealing with members and co-workers. Work cooperatively in a team environment with other staff members.

36. Maintain professional appearance and good attendance.

37. Ensure highest level of accuracy and confidentiality in all credit union business.

38. Comply with BSA and Fair Lending regulations when performing all job requirements, and stay abreast of updates / requirements of BSA / OFAC / CIP through the completion of training courses assigned annually by trainer as well as meetings discussing BSA compliance activities. Complete all require training programs.

Requirements : Skills :

This position requires exceptional interpersonal, communication, and relationship-building skills to work effectively with others and foster positive interactions. Strong attention to detail and problem-solving abilities are essential to ensure accuracy and resolve member issues efficiently. The associate must demonstrate proficiency in digital banking tools and the ability to educate members on their usage, enhancing their overall experience. A solid understanding of computer systems, including Microsoft Word, Excel, is required. The ability to interpret policies, procedures, and regulations is necessary to assist members effectively. Additionally, excellent phone etiquette, professional manners, and competency in 10-key by touch are expected.

Education :

High school diploma, equivalent, or an equivalent combination of education and experience are required.

Physical Demands / Work Environment :

Duties of this job frequently require associate to talk, hear, stand, sit, write and type. Associate is occasionally required to walk or bend. Associate is frequently required to use hands and fingers, handle and feel objects, tools, or controls. Associate may be required to occasionally lift and / or move up to 50 pounds. Job requires close vision for computer work and ability to adjust focus from computer to member interface. The work environment is an office setting. Noise level is usually moderate. While safety precautions are in place, due to the nature of the industry, robbery is possible. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Remote Work :

Remote work is not available due to the nature of the job.

This job description is not a complete list of all the duties and responsibilities, nor does it constitute an employment contract. Duties and responsibilities may be added, deleted, or changed at any time at management’s discretion.