Member Solution Specialist Lead II

Summary: The primary function of this position is to assist Alltru Credit Union to achieve our mission of saving member’s money, making member’s money and saving member’s time. One of the primary means to achieve this end is to ensure that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

RESPONSIBILITIES:
1. Cultivates a team environment, leading the Member Solution Specialist team by example, encouraging team members, and celebrating individual and team successes.
2. Assists the Member Experience Manager by providing on-going training, support, guidance, and positive reinforcement to new and existing team members.
3. Regularly update the Member Experience Manager and team on progression towards monthly and quarterly goals.
4. Perform monthly team observations, provide coaching, and document progress as needed to support team growth.
5. Appropriately escalate issues and/or concerns to the Member Experience Manager.
6. Seek and suggest ways to enhance service quality, efficiency, and procedural accuracy while fostering personal and team development.
7. Responsible for delivering a high level of member service to internal and external members in alignment with the credit union’s Service Promises.
8. Consistently meets established sales and service Minimum Performance Standards.
9. Provides members a full-service banking experience by performing all aspects of retail banking activities from teller line transactions and account maintenance to consumer lending.
10. Processes financial transactions including deposits, withdrawals, loan payments, check cashing, transfers, cash advances, Money Orders, Official Checks, Skip A Pay, Coinstar, Voids, Vault, Check orders, Share Branch Transactions, offline transactions and other transactional activities as needed.
11. Performs financial transactions in an efficient and accurate manner by providing accurate account information using security procedures and recognizing account flags.
12. Provides information concerning credit union services and policies and cross-sells appropriate services.
13. Takes all actions to ensure that the safety of the member’s account(s) is not compromised by fraudulent transactions by using accurate account holds.
14. Identifies the financial needs of the member and recommend and counsel member on improving their credit score and financial well-being.
15. Assists members with questions or issues by providing accurate information, ensuring compliance with credit union policies and legal requirements, researching and providing follow up to resolution.
16. Builds and enhances member relationships, by referring members to business partners (Investments Services, insurance providers, etc.) based on their financial needs.
17. Opens and closes deposit accounts, obtaining appropriate verifications and supporting documentation.
18. Performs membership functions such as ATM/Debit cards, loan calculations /payment, ownership changes, death claims, notary, etc.
19. Performs consumer loan functions by conducting member interviews, processing the application, gathering supporting documentation, submitting to underwriting and closing the loan.
20. Handles business accounts, Power of Attorney, Representative Payee, and Trust Accounts.
21. Process IRA products including certificates and Health Savings Accounts.
22. Process new account/loan audits daily, logging errors, and communicates errors along with a follow up on outstanding errors.
23. Attain a Certified Credit Union Financial Counselor (CCUFC) designation.
24. Performs budget and credit counseling with the membership.
25. Cross trains and provides support on InvoSolutions Video Banking platform.
26. Participates in various business development and community activities within the branch membership base to increase sales and market share of all products and services.
27. Serves as a Subject Matter Expert in troubleshooting Alkami, Ascensus, BillPay, and all other programs used by frontline retail employees.
28. Responsible for inbound and outbound calling during business hours and scheduled times.
29. Complies with current compliance rules and regulations.
30. Attends and participates in Credit Union trainings and meetings.
31. Demonstrates initiative along with problem solving skills whenever an opportunity is presented both with members and co-workers.
32. Exercises independent judgment and critical thinking to resolve issues, suggest improvements, and embrace new ideas.
33. Other duties and special projects as assigned by management.

QUALIFICATIONS:
Education/Experience
Member Solution Specialist II Lead
High School diploma or equivalent is required. Minimum of 2 or more years of experience in banking/financial services or sales is required. Candidate must be a minimum of 18 years of age.

Knowledge/Skills/Abilities
1. Knowledge of sales fundamentals – interview techniques, conveying features, benefits, relationship building, and closing.
2. Understanding and practice of exceptional member service; consistently meeting, and often exceeding, member expectations.
3. Strong knowledge of credit union products and services, including working knowledge of CDs, IRAs, and loan products.
4. Excellent math skills and accuracy required.
5. Strong interpersonal and communications skills, both written and verbal.
6. Knowledge of applicable regulations, including BSA and Patriot Act.
7. Must be detail oriented and be able to handle multiple projects/priorities simultaneously.
8. Ability to handle confidential information.
9. Ability to work independently as well as with others as part of a team.
10. Ability to resolve interpersonal conflict and miscommunications.
11. Experience with technology platforms including Jack Henry – Symitar and Synapsys, Meridian Link – Loans PQ and Express Accounts, Ascensus, Better Lobby and DocuSign preferred.
12. PC proficient, including Microsoft Office (Word, Excel, Access, Outlook) and the Internet.

OTHER REQUIREMENTS:
Schedule: Position is regularly scheduled 40 hours a week including Saturdays as scheduled
Quality: Able to meet company requirements and standards. Accuracy is a must.
Attendance: Adheres to company policy.
Performance: Meets pre-established goals and deadlines.
Other: Incumbent must become a member of OPEIU Local 13 (union) upon hire.
Incumbent must have satisfactory credit and background check and must be able to be bonded.