Member Relationship Specialist

Job Description:

The Member Relationship Specialist is responsible for delivering exceptional member service by providing a full range of financial services to members. This position combines transaction processing with member relationship responsibilities, including opening and servicing accounts, assisting with consumer lending, educating members on digital banking solutions, and identifying opportunities to recommend Credit Union products and services. The Member Relationship Specialist builds trusted member relationships by understanding individual financial needs and providing personalized solutions while ensuring compliance with Credit Union policies, procedures, and regulatory requirements. All while maintaining quality service standards set by the organization.

Essential Functions:

• Provide outstanding service by greeting members professionally, identifying their financial needs, and delivering accurate, timely, and personalized solutions.
• Process routine financial transactions, including deposits, withdrawals, transfers, loan payments, cashier’s checks, wire transfers, cash advances, night drop processing, and account closures.
• Open, maintain, and service consumer deposit accounts, including checking, savings, certificates, IRAs, and specialty accounts.
• Assist members with consumer loan applications, gather required documentation, communicate loan decisions, and complete loan closing documentation.
• Educate members on Credit Union products and services, identifying opportunities to recommend solutions that meet their financial goals.
• Assist members with digital banking services, including online banking, mobile banking, eStatements, debit cards, and electronic payment services.
• Resolve member concerns efficiently while maintaining a positive member experience and strengthening long-term relationships.
• Balance and reconcile assigned cash drawer and assist with branch balancing, vault balancing, ATM balancing, and other operational functions as assigned.
• Maintain complete knowledge of Credit Union products, services, lending programs, policies, procedures, and regulatory requirements.
• Actively engage in sales initiatives, referral programs, community outreach events, and branch promotions while accurately documenting referrals and production.
• Comply with all Credit Union policies, procedures, security standards, and internal controls.
• Complete required Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and other regulatory training. Identify and report suspicious activity in accordance with established procedures.
• Perform additional duties and special projects as assigned to support departmental and organizational goals.

Knowledge, Skills & Competencies:

• Demonstrate a commitment to the Credit Union’s Mission, Vision, and Core Values while delivering exceptional member service through professional verbal and written communication.
• Apply sound judgment, critical thinking, and analytical skills to accurately process transactions, solve problems, and make informed decisions.
• Demonstrate reliability, accountability, and exceptional attention to detail while maintaining accuracy in cash handling, data entry, financial transactions, and recordkeeping.
• Possess proficiency in basic mathematics, ten-key operation, and computer applications, with the ability to efficiently learn and apply new systems, products, services, policies, and regulatory requirements.
• Effectively prioritize and manage multiple responsibilities in a fast-paced environment, remain composed under pressure, and adapt to changing priorities, technologies, and business needs.
• Build positive relationships with members and coworkers through strong interpersonal, collaboration, and conflict-resolution skills while contributing to a positive team environment.

Physical Demands and Work Environment:

• Regularly use hands and fingers to operate office equipment, keyboards, calculators, cash-handling equipment, and other tools while communicating effectively with members and coworkers in person and by telephone.
• Frequently stand, reach, and move throughout the branch while assisting members and performing daily operational responsibilities; occasionally walk, sit, bend, stoop, kneel, crouch, climb, or maintain balance as required.
• Occasionally lift, carry, push, or move items weighing up to 25 pounds.
• Maintain the visual ability to read printed and electronic materials, distinguish colors, use peripheral and depth perception, and adjust focus as necessary to perform essential job functions.
• Work is performed primarily in an office or branch environment with a moderate noise level.

Qualifications/Experience Requirements:

• High school diploma or equivalent required.
• Minimum of one (1) year of customer service experience in a financial institution preferred.
• Demonstrated ability to identify member needs and successfully cross-sell, up-sell, or refer appropriate products and services.
• Strong interpersonal, verbal, and written communication skills with a commitment to providing exceptional member service.
• Professional appearance, positive attitude, and courteous demeanor.
• Willingness to learn new products, services, systems, and procedures while adapting to organizational changes.
• Ability to work effectively both independently and as part of a collaborative team.
• Bilingual language skills are preferred but not required.

Valley employees are rewarded, acknowledged and appreciated! We take care of our Members and Valley takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 401k matching and more! Base pay hourly is $19 – $26 an hour DOE

Send your resume to [email protected]