Financial Resource Center Specialist

TITLE: DEL PASO HEIGHTS FINANCIAL RESOURCE CENTER - FINANCIAL RESOURCE CENTER SPECIALISTSTATUS: NON-EXEMPTREPORT TO: FINANCIAL RESOURCE CENTER ASSOCIATE MANAGERDEPARTMENT: BRANCH CHANNEL DELIVERYJOB CODE: 11421 PAY SCaLE: $20.70 - $23.00 Hourly   GENERAL DESCRIPTION: The Financial Resource Center Specialist is responsible for contributing to a professional and friendly environment that provides an exceptional service experience to community members, resulting in expansion of Golden 1 market share, wallet share, and increased revenue. Provides the Golden 1 community, both members and non-members, with the highest level of service available in an efficient and courteous manner. Proactively engage with community members to identify products and services designed to assist them in achieving their financial goals. Answer questions, and direct to appropriate department for specialized services. Must be an ambassador of the Credit Union’s digital transformation, comfortable with the ever-changing technology landscape, with the ability to easily navigate changes, and educate members on digital initiatives.   TASKS, DUTIES, FUNCTIONS: Provides Golden 1 services to both non-members and members, including but not limited to new accounts, non-cash teller transactions, credit card products, cashier’s checks, and money orders. Employees in this role will also be expected to provide hands-on education for any members needing support. Responsible for providing a welcoming, Golden Service experience to all by being an effective lobby leader and providing support and education for members and non-members alike. Assesses community member needs while processing transactions. Identifies opportunities to help community members relative to Golden 1 product or service offerings and documents in EnAct system. Identifies and reports fraudulent activity to the management and Financial Investigations dept., in accordance with current procedures to prevent potential loss to the credit union. Assists in the proper operation of the ATM and Teller Cash Dispenser Units including, but not limited to, replacing receipt cartridges, clearing blockages, etc. May be required to take the lead for open and closing responsibilities in the absence of Senior Financial Resource Center Specialist and above.  Activates alarm. Verify signature cards in ECM (Enterprise Content Management). Ensures confidentiality of all member and credit union information. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures for teller functions. Opens deposit and specialty accounts (e.g., Roth IRA) and identifies members’ financial service needs to ensure members are provided with meaningful financial solutions. Engages in consultative dialogue with both non-members and members to identify current and future financial needs and documents in EnAct system. Enroll members in the different channels that Golden 1 uses: online, mobile, etc. Refer non-member and member’s home lending/investment needs to the appropriate business partner through EnAct referrals. Process consumer loan applications and complete the fulfillment of loan when appropriate. Approves signature cards. Audits loan reports and provides coaching as needed to avoid future errors. Provide approvals based on authorized limits as assigned by the Financial Resource Center Manager.  Notarizes non-member and member documents (certification of trust, etc.). Collects medallion stamp request information and sends to Senior Financial Resource Center IV or above for approval. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.   COMMUNICATION & INTERACTIONS: Interacts professionally with community members. Communicates in a professional manner (proper grammar, punctuation, and tone) in both written and verbal communication.  Effective listener. Communicates with empathy. Associates community member needs based on conversation to G1 products and services. Overcomes basic objection or resistance through conversation.  Works as part of a team.  Accepts constructive feedback positively and utilizes it to help personal and professional development.  Ability to have a consultative dialogue by asking effective questions and connecting to answer to solutions offered by G1.  Communicates the ""why"", not just the ""how"" or ""what".  Overcomes member objections and resistance with a calming and reassuring presence".   Demonstrates polished presentation skills, e.g.: Speaks clearly and confidently; Communicates in a clear and concise manner; able to convey complicated information in an understandable manner to the audience. Demonstrates networking skills, e.g.:  Asks effective questions and processes answers; speaks with sincerity; uses positive language; makes friends—not contacts; follows-up on networking conversations.    ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL:  Participates in team meetings.  Frequent routine and complex verbal and written communication with the following departments:  Branch Network, Home Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Community Relations and Financial Education, Member Development Officers, Call Center (MSCC), Fraud Management, Loan Processing and Underwriting.  Internal conversations are more research focused (e.g., fraud avoidance and account research) EXTERNAL:  Frequent transaction related interactions and consultative conversations with members.  Follows-up and initiates conversation with potential members identified at marketing and table events.  May be required to sign-in with outside vendors and visitors as needed.   QUALIFICATIONS: EDUCATION: High School or GED required. EXPERIENCE: Minimum two plus year of prior experience in a banker role at another financial institution or customer relationship building role preferred, plus and 1 year as a Member Service Specialist II or Member Service Specialist I at Golden 1 or equivalent teller role at another financial institution preferred. BEHAVIORS: Fosters a positive and engaging work environment. Treating others with courtesy and respect.  Inspires others through words and actions and embracing G1's mission, vision, and core values. Displays a positive, outgoing, and empathetic attitude. Punctual and reliable. Results-orientated. Takes on any task required to meet or exceed all team objectives. Takes the initiative to identify, investigate and resolve member issues, including operational and support situations. Willingness and flexibility in taking on new responsibilities as business requires. Willingness to learn and master new and emerging banking technology. Presents Golden Services (Internal/External). Assumes Positive Intent in all communication. KNOWLEDGE/SKILLS:    Functional:  Excellent oral and written communication skills. Advanced knowledge in the following areas:  Federal Rules and Regulations as applied to credit unions, G1 products (consultative), deposit fulfillment (with Subshares) and Fulfillment, Deposit Services, Lending Services, employee handbook, Knowledge Base (G1 policies and procedures), teamwork, and customer service. Technical:Basic knowledge in the following systems/applications:  Microsoft Office (Word, Excel, Outlook and PowerPoint),eFunds,Bridger, Card @ Once,EnAct (referrals, uncovering opportunities and reviewing balances), ECM,Springboard,DSUI / TNav,Wire Exchange,SBO,HRIS (ADP), Concur,Relationship Manager. Proficient in adding profiles and updating tasks, activities, and notes in EnAct.  Proficientin Maestro and LPQ.    PHYSICAL REQUIREMENTS: Prolonged standing throughout the workday. A teller stool is provided as may be needed. Ability to lift up to thirty pounds. Ability to frequently move about the Financial Resource Center to accomplish tasks. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed. Corrected vision in the normal range. Possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including an adding machine and typewriter, if needed.   LICENSES/CERTIFICATIONS: Certified Notary Public preferred.      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. REV. 8.4.2023

Salary : $21 - $23