Being a Senior Member Relationship Specialist starts by building relationships that are founded on people, cooperation, service and trust - and it is fundamental in how we distinguish ourselves in the financial services industry.
THE JOB (THE BIG STUFF):
- Provide exceptional Member service to all Members, volunteers, employees, and service providers.
- Open accounts and match Member needs to RCU products and services with a focus on specialist in Trusts, businesses, deceased Member accounts, all loans.
- Support both Branch Relationship Manager and Branch Operations Specialist and serves as interim supervisor in their absence.
- Determine the appropriate loan product(s) to meet the Member(s) needs.
- Assist and direct/mentor newer platform staff by providing sales and service training, mentorship and coaching.
- Conduct sales meetings with the assistance of branch management.
- Complete loan-funding process and recommend additional products or services to meet Member needs.
- Research and troubleshoot Member questions, problems, and complaints and respond with accurate information.
Required Skills
WHAT’S NEEDED IN THE ROLE:
- Makes sense of highly complex, high quantity, and sometimes contradictory information to effectively solve problems and needs of members.
- Expert in financial services body of knowledge (all relevant policies, procedures, products, services in the FS industry).
- Operates with high degree of autonomy and ambiguity.
- Strong communication skills and the drive to build relationships with both Members and staff.
- Natural sales and service orientation; understand organizational goals, while identifying needs of Members and aligning to available products and services.
- Ability to respond to and adjust in evolving situations.
Required Experience
WHAT WOULD MAKE YOU STAND OUT:
- 18+ months of leadership and coaching experience in a fast-pace, highly complex work environment.
- 18+ months experience in a retail sales environment
- 12+ months of exceptional (5 STAR review worthy) customer service experience.
- Extraordinary people skills and the ability to navigate any conversation with a diverse mix of people.
SERVICE ~ TRUST ~ PEOPLE ~ COOPERATION
We are an Equal Opportunity Employer