Business Experience Specialist

Job Description:

WECU is seeking a Business Experience Specialist to join our Business Banking team located in Bellingham, WA. In this role will be responsible for supporting business members and the Business Banking Team in boarding and maintaining cash management solutions.

KEY RESPONSIBILITIES INCLUDE:
-Maintains Cash Management and Business Account product knowledge to confidently support all offered services. Cash Management products include Merchant Services, ACH Origination, Business RDC, Positive Pay, Debit Block, Sweep Management, Account Analysis and Business Online Banking.
-Assists Business Experience Team (BXT) in collecting and processing new applications and service amendments
-Assists BXT and Business Banking team in updating or maintaining accounts and services as needed
-Responsible for working with internal and third-party vendors to complete product and service boarding and prepare for installation and setup by team members and BBT
-Prepares new member solution deployment and assists with any needed initial training
-Helps support and achieve department growth goals and member satisfaction metrics
-Create an experience for members through attentive and knowledgeable support
-First point of contact for technical support to existing members related to cash management products and services
-Offer initial and ongoing training to business members and their employees in proper use of WECU business solutions
-Provide education and guidance in relation to fraud prevention for WECU solutions
-Maintain high member satisfaction through meeting set expectations, responding to support requests in a timely manner and documenting requests and resolutions within provided internal systems
-Cultivate a proactive, responsive, empathetic, and efficient support structure
-Incorporate new support steps, version updates and solution changes to internal and member facing procedures and support collateral
-Work with BXT, vendors, and other WECU teams to escalate in-field support and service requests
-Maintain inventory of cash management and merchant equipment
-Identify opportunities for referrals to other products and departments
-Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), Customer Due Diligence (CDD), National Automated Clearing House Association (NACHA), and card brand rules daily to ensure compliance with current regulations. Completes mandatory BSA/AML annual training via online web course.
-Other duties as assigned by management.

REQUIRED SKILLS, EXPERIENCE, AND EDUCATION:
-2+ years’ work experience preferably within the financial services industry with a focus on member-facing product/services support
-Results-focused: You understand that the purpose of this position is to help grow business services for WECU members.
-Strong communicator who couples great listening skills and empathy to support members in potentially stressful situations.
-Able to balance critical thinking and attention to detail.
-Proven capability to manage and prioritize competing support and service demands both from members and the Business Experience Team.
-Excellent written, verbal, and presentation skills