What are the responsibilities and job description for the Member Relationship Specialist position at Together Credit Union?
Job Summary
Are you passionate about helping people reach their financial goals? We’re looking for a Member Relationship Specialist to join our Lending Center team at Together Credit Union! In this role, you'll have meaningful conversations with current and potential members to learn about their financial needs and match them with the right loan products and services. This role is about building real connections, understanding credit, and helping people move forward with confidence.
Reports To: Manager, Lending Center
Positions Supervised: Not Applicable
FLSA Status: Non-Exempt
Job Summary
The member relationship specialist is responsible for reaching out to current and potential members through outbound efforts. This role involves leading in-depth conversations to understand each member's unique financial situation and identify suitable loan products and other financial services that align with the members' goals. This position focuses on building strong relationships with members by understanding their financial needs and offering financial solutions.
Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.
- Conduct thorough interviews with members and potential members to assess their financial needs and goals, providing personalized recommendations based on their unique situation.
- Evaluate loan opportunities by analyzing credit reports and applying essential calculations for creditworthiness: payment history, debt-to-income ratio (DTI), payment-to-income ratio (PTI), and credit utilization.
- Responsible for enhancing member engagement by promoting and facilitating the addition of new loans, accounts, and other shared products. Demonstrates in-depth knowledge of all Credit Union products, services, policies, and procedures to effectively support and guide members in their financial decisions and ensure a seamless experience.
- Supports Credit Union initiatives to promote member retention and strategic relationship growth by demonstrating strong relationship skills and ability to meet department objectives.
- Promotes a positive relationship between members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority. Continual focus on NPS goals and service standards.
Required Qualifications
An equivalent combination of education, training, and experience will be considered.
- High school diploma or equivalent
- Minimum 1 year of member service experience, in a contact center or financial services
Preferred Qualifications
- Three years member service experience, preferably in a contact center or financial services
Knowledge, Skills, and Abilities (KSA’s)
A representation of the knowledge, skills, and abilities necessary to perform this job competently.
- Knowledge of applicable regulatory environments to include the Patriot Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act, etc.
- Strong communication skills, with the ability to effectively convey information to employees and members in verbal and written formats.
- Proficiency with office software and credit union systems.
- Analyze credit reports
- Strong problem-solving and critical thinking skills for handling member issues.
- Attention to detail and ensuring compliance with policies and regulations.
- Commitment to high-quality member service.
- Knowledge of credit union services and financial products.
- Strong multitasking and time management skills.
- Regular and consistent attendance required.
Work Environment
Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
- Hybrid remote and in-office setting based on business needs; general office environment when in-office
Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work at a computer in a stationary manner up to 8 hours daily.
Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.
