Senior Member Relationship Specialist

ABOUT REDWOOD CREDIT UNION (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all. 

Why work for Redwood Credit Union?

•         37th largest credit union in the U.S. and the largest financial institution based in the North Bay

•         Awarded a 5-Star Rating based on 6/30/24 financial data by Bauer Financial

•         Recognized by Newsweek as one of "America's Best Credit Unions 2024"

•         Recognized by Forbes as one of “America’s Best Small Employers 2023" 

•         Voted Best Places to Work in the North Bay 19 years in a row

•         World-class Employee Engagement scores

•         Rated Superior in Service by more than 90% of Members, surveyed by SF Gate

•         Industry leading Net Promoter Scores across the U.S.                                                                                                                                                                                                                                                

Join us and discover why you'll love working at Redwood Credit Union! 

Redwood Credit Union is looking for a Full Time Senior Member Relationship Specialist, who will be responsible for performing operational duties, provides excellent Member service, and contributes to the success of the branch by selling and referring Credit Union products. As the face of the organization, you serve a critical role by providing exceptional service to all credit union and community members, volunteers, team members, and service providers.

Essential Functions

Sales and Service

• Provide excellent service to all Members, volunteers, internal employees, and service providers.

• Cross-sell RCU and RCUSG products and services.

• Open accounts and match Member needs to RCU and RCUSG products and services.

• Research Member problems and respond verbally and/or in writing or direct them to the appropriate person, or department.

• Determine the appropriate loan product(s) to meet the Member(s) needs.

• Obtain information from Member to complete loan application; examine and collect proper loan documents.

• Complete loan-funding process and recommend additional products or services to meet Member(s) needs.

• Safeguard Member information and ensure confidentiality by following established policy and procedures.

• Provide sales and service leadership to Member Service Associate, Member Relationship Specialist and Senior Member Relationship Specialist staff.

• Conduct sales huddles.

• Conduct sales meetings with the assistance of branch management.

Transactions

• Perform teller transactions when needed and reconcile cash nightly.

• Comply with all safety and security regulations.

Operations Management

• Balance vault and CDMs.

• Order, receive, and prepare cash shipments.

• May conduct weekly, monthly and quarterly branch audits.

• Assist in branch staff scheduling.

• Oversee branch operations and staff in the absence of branch management.

• Act as a team lead for Member Relationship Specialist and Senior Member Relationship Specialist staff.

• Conduct audits of Credit Union documents and files.

• Perform branch opening and closing duties.

• Assist the Branch Experience Manager and/or Branch Service Manager with the preparation of sales reports.

Teamwork

• Coordinate and review work of others as needed.

• Provide feedback to branch management on the performance of Member Service Associate, Member Relationship Specialist and Senior Member Relationship Specialist staff.

• Conduct branch staff training.

• Ensure open communication between all positions, i.e.: Senior Member Relationship Specialist, Member Relationship Specialist and Member Service Associate, providing feedback to branch management.

• Demonstrate a sense of urgency in assisting Members and ensuring branch staff is promptly assisting Members.

• Direct and assist in a variety of branch functions in operations or loan areas, as requested by Branch Experience Manager and/or Branch Service Manager.

• Thorough knowledge of financial institution products and services, including loans.
• Thorough knowledge of branch operations policies and procedures.
• Skilled in the operation of office equipment including personal computers with Internet and intranet access.

• Skilled in counting and balancing cash.
• Ability to identify errors and make corrections.
• Ability and desire to work in a team environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group ofpeople.

• Ability to effectively cross-sell products and services using a needs-based sales approach.
• Ability to analyze situations and recommend solutions.
• Ability to act independently in the absence of branch management.
• Ability to make sound business decisions, using the principles of our Vision, Mission and Values.

• Ability to act as a team lead.
• Ability to coach and train others.
• Ability to act as a sales coach.

• Ability to work a rotating schedule which will include working on rotating Saturdays

• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 30 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent standing or sitting at a workstation.

• Ability to obtain and maintain registration with the National Mortgage Licensing System and
• Registry in compliance with the requirements of Federal Law, including the SAFE ACT and NCUA part 761

The ideal candidate has a combination of education and experience equivalent to a high school diploma, and three years

experience in retail sales and/or financial institution experience, including prior team leadership.

Compensation: base starting range $26.00 to $34.00 per hour commensurate with experience.

Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

Redwood Credit Union offers a robust benefits package to our eligible employees including:

•  Competitive medical, dental, and vision insurance, mental health offerings

•  Employee performance incentive plan

• Salary Advancement– Merit increase based on performance

• 401(k) program with employer match

• Time Off- Competitive PTO accrual plus 11 paid company holidays and your birthday off!

 RCU Discounts and Perks:

•  RCU employees are eligible for a .75% discount off RCU standard collateral auto loans

•  RCU employees are eligible for a 1% discount on all recreational or boat loan products

• 2% discount off Visas and LOC Loans through RCU

• 0% interest loan to support employees with various immigration related expenses such as visa application fees and relocation costs. Loan amount up to $1,000.

• 0% interest loan to support employees with expenses associated with the naturalization process. Loan amount up to $15,000.

• 0% interest on garment, fitness, or home office equipment loan of up to $500

• 100% financing for employee purchased homes!

                                        We are an Equal Opportunity Employer

Salary : $26 - $34