Member Relationship Specialist - Factory
$41,662–$52,707 year
On-siteWatertown, New York, United States
Job Summary
Greet members and potential members courteously, building rapport through personalized conversations while actively listening and paraphrasing concerns. Identify needs using open-ended questions, ensuring member applications are complete and accurate before interaction concludes. Explain benefits of credit union services including electronic tools, cards, and loans, then initiate follow-up calls based on goal expectations. Perform member transactions, document contact information in the 360 tool, and manage processes such as ATM fills and peer balancing. Assist with traffic flow by referring members to appropriate teams for financial planning, mortgage referrals, or late payment concerns. Utilize technology like Symitar and Synapsys to identify relationship opportunities, maintain confidentiality, and report suspected fraud immediately.
Required Qualifications
- High School graduate or equivalent
- 6 months to 2 years of professional customer service experience
- financial services experience preferred
- Exceptional member service skills
- Relationship focused approach
- product and service knowledge
- attention to detail
- adherence to operational policies and procedures
- Ability to maintain the highest degree of professionalism, even under the most trying of situation
- Ability to work in a fast paced, relationship -building environment
- Ability to effectively present information one-on-one and in small group situations
- Ability to work independently, while working as part of the team
- Ability to calculate figures and amounts such as discounts, interest, percentages and to interpret reports
- Proficiency with a PC and PC software
- demonstrated knowledge of and proficiency with MS Office Suite
- Outlook
- various internet browser environments
- Finger Dexterity
- Talking
- Average Hearing
- Repetitive Motions
- Average Visual Abilities
- Physical Strength
- Reasoning Ability
- Mathematics Ability
- Language Ability
- Ability to read a variety of books, magazines, instruction manuals, and online resources
- Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar
- Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses
- Must be able to lift 30 lbs. on occasion
Desired Qualifications
- Must be technologically savvy especially as it relates to self-service options
- keeps abreast of evolving consumer needs and trends
- Must adapt well to new or non-traditional environments
- display a commitment to the community
- commitment to increasing member engagement
- commitment to Northern's objectives
- Consistently communicates verbally and non-verbally with members as well as internal and external owners with a high degree of professionalism
- Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences
- continually develop greater knowledge and expertise in member service
- Takes initiative for personal career development
- seeks opportunities to learn new skills
- Maintains knowledge of responsibilities and functions of departments within the credit union
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