Member Relationship Specialist - Lender
28 days ago
Watertown
Job Description:\n\nPosition Objective:\nThrough Humble, Hungry, and People Smart attributes, the Member Relationship Specialist serves as a trusted, world class advisor that is responsible for delivering an exceptional member experience and providing personalized financial solutions to meet the needs of our members. This position includes assisting members with unsecured lending needs by providing accurate information, guiding them through the application and closing process as applicable. By developing strong relationships through needs based conversations, this Member Relationship Specialist will proficiently open and service all business account services, special accounts, new general membership accounts and perform a variety of financial transactions, as well as serve as a resource and mentor for team members. This individual ensures our members receive convenient, seamless, and customized services that align with their financial goals and dreams in accordance with Northern’s mission, vision, and strategic direction.\nEssential Job Functions:\n\n Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by: \n \n Exhibiting high energy, a positive attitude, creativity, and passion for member service.\n Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.\n Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.\n Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements.\n Committing to improve our engagement with local communities within our chartered areas.\n \n\n Effectively provides efficient loan originations for all phases of unsecured loan activities by:\n \n Reviewing and conducting thorough, accurate and member-focused unsecured loan applications, ensuring all required information is entered and verified within Northern’s loan origination system.\n Effectively provide clear and comprehensive information to members regarding loan terms, rates, life and disability options, and qualification criteria to support informed borrowing decisions.\n Evaluating preliminary eligibility based on established Northern lending policy guidelines, referring applications to underwriting as appropriate.\n Communicating the status of loans to appropriate parties as required. Resolving or referring problems and questions courteously and promptly.\n Consistently executing loan closing documentation, ensuring compliance with regulatory requirements and department procedures.\n Partnering with other departments, including Loan Processing and Underwriting, to ensure a smooth decision and processing an efficient positive member experience from application through the loan closing.\n Completing appropriate documentation such as Subsequent Actions, Lien Releases, etc. on an as needed basis.\n Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.\n \n\n Demonstrates a high-level of member awareness usage of alternative and convenient service delivery channels by: \n \n Exhibiting advanced proficiency in recognizing opportunities to deepen member relationships through ensuring financial guidance aligns with their financial goals.\n Effectively tailoring each member interaction to identify financial needs and proactively submit referrals for members and non-members to appropriate business partners including, but not limited to, NFS for financial planning advice, Consumer Lending for unsecured and secured loans, Home Lending for mortgage referrals, Commercial Lending for Business Accounts, Business Development and Lending opportunities, Credit Solutions for concerns with late loan payments.\n Consistently promoting and educating members on the full suite of Northern’s digital and alternative delivery channels such an Online and Mobile Banking and live assist with Northern Advance ATMs to enhance convenience and engagement.\n Collaborating closely with business partners and other team members to ensure seamless handoff, consistent follow-up, and exceptional member experiences throughout the referral and service process.\n Demonstrating knowledge of Smart Office technology by ensuring all members are comfortable and understands the expectations of this process and next steps.\n Delivering on or exceeding established performance expectations by fostering meaningful member relationships and demonstrating the trusted advisor approach during member interactions.\n \n\n Provides mentorship to support the development of team members in all new accounts by:\n \n Effectively role modeling a trusted advisor level of member engagement and consultative member service techniques, displaying a standard for professionalism, accuracy, and relationship building during member interactions.\n Guiding and supporting team members through role playing and knowledge sharing, ensuring consistent understanding of account opening procedures, compliance requirements, and service delivery standards.\n Coaching team members by providing constructive feedback in identifying referral opportunities and strengthening financial relationships aligning with member needs.\n Partnering with leadership in providing regular feedback and progress updates on team members’ development sharing area of strength and growth opportunities to enhance performance and service consistency.\n \n\n Establishes and retains relationships with members and potential members by providing trusted advice in every member service experience by:\n \n Consistently welcoming and greeting all members and visitors professionally and courteously, identifying members personally, building rapport through personalized relationship building conversations.\n Consistently maintaining focus on members, practicing active listening, and avoiding interruptions.\n Proactively asking open-ended questions to understand member’s needs, altering their approach to member preferences, and ensuring accurate member applications.\n Accurately opening, closing and maintaining a wide range of business accounts, such as sole proprietorships, corporations, partnerships, and LLCs, tailoring products and services to meet the specific needs of each business member.\n Accurately recording beneficial ownership information and business account questionnaires, ensuring compliance with regulatory requirements and Northern’s policies and procedures.\n Proficiency opening, closing, and maintaining all specialty accounts, including but not limited to, Custodial, Amish, Living Trust, Representative Payee, and general membership, ensuring compliance and meeting members’ needs with attention to detail and precision.\n Demonstrating knowledge and understanding of all consumer lending products and services, all new accounts and business accounts, etc. ensuring all Credit Union policies, procedures and regulatory agency requirements are accurately completed.\n Accurately performing transactions, member servicing requests (i.e., ACH, Wires, Fraud Disputes, notaries, etc.) and the conversations of products and services that lead to the most successful relationships.\n Promoting and expanding relationships by developing relationships and advising on the benefits of credit union services such as, digital services, debit and credit cards, checking, savings and loans.\n Initiating follow up and outbound calls with members based on Northern’s goal expectations and marketing promotions.\n Accurately completing documentation, tracking, and updating member contact information across all member accounts throughout the day, using Northern’s CRM 360 tool.\n Demonstrating a commitment to high-quality service by ensuring accuracy, minimizing errors, and maintaining professionalism during all member interactions.\n Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy.\n \n\n Supports relationship center operation needs through efficient processes by:\n \n Performing opening and closing Relationship Center processes, ATM cash replenishment, Peer balancing; vault balancing.\n Effectively ordering the appropriate amounts of cash for the Relationship Center ensuring recyclers and ATMs are replenished to meet member service levels.\n Maintaining proper documentation of all currency received and disbursed for the Relationship Center vault and recyclers.\n Completing periodic audits of Relationship Center recyclers, ATMs, debit cards, coin machine and vault fine counts.\n Demonstrating knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.\n Reporting all suspected fraud activity immediately to the appropriate department and assists with the investigation of the fraud.\n \n\n \nOther Job Functions:\n\n \n Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.\n Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.\n Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners.\n Maintains knowledge of responsibilities and functions of the departments within the credit union.\n Obtains, maintains, and applies a thorough working knowledge of credit union history and lending philosophy, regulations, and policies and procedures of the credit union as well as all other credit union products, services and delivery channels.\n Must have a thorough understanding of the credit union’s consumer loan and new account documents, processes, procedures and regulations.\n Continually identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to develop greater knowledge and expertise in member service. Takes initiative for personal career development and seeks opportunities to learn new skills.\n Hybrid work environment with local travel to Northern’s Relationship Centers is required.\n All other duties as assigned\n \n\nQualifications, Skills and Experience: \n\n \n Associate’s Degree from an accredited college or university in a related field is preferred.\n 2+ years of experience within the financial industry is required. Related unsecured lending experience is preferred.\n Certified Financial Counselor designation is required, or must be obtained within 18 months of hire.\n NYS Notary Public commission is required or must be obtained within 12 months of hire.\n Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.\n The successful candidate will consistently demonstrate sound, independent judgment and have a proven track record for multi-tasking and performing duties in a fast-paced environment; must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.\n Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations.\n Proven ability to work under pressure and remain calm in tense situations with both internal and external owners.\n Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.\n Must be a high-energy person who is self-motivated and results oriented and able to work independently and with groups in a fast-paced deadline driven environment.\n A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.\n \n\n \n\n \n\n \nPhysical Activities and Requirements of this Position: \nFinger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.\nTalking: Especially where one must frequently convey detailed or important Instructions or ideas\naccurately, loudly, or quickly.\nAverage Hearing: Able to hear average or normal conversations and receive ordinary information.\nRepetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.\nAverage Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents\nor products or operate office equipment.\nPhysical Strength: Sedentary work; sitting most of the time (almost all office jobs). Lifting coin bags as needed.\nWorking Conditions: No hazardous or significantly unpleasant conditions. (Such as in a typical office)\nMental Activities and Requirements of this position: \n\n Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data,\n establish facts and draw conclusions.\n Able to interpret a variety of technical instructions and can deal with multiple variables.\n Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission\n Markup and selling price; and ratio, proportion, and percentage. Able to\n Perform very simple algebra.\n Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and\n encyclopedias.\n Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.\n Ability to conduct training, communicate at panel discussions, and make professional presentations.\n\n \nCompensation:\nThe base pay range for this position is $22.52 - $28.49 per hour. Exact offers will be determined based on job-related knowledge, skills, and experience
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