Member Business Relations Specialist

 SUMMARY:

In accordance with existing procedures and systems, provides a variety of member service functions including specific operational and member related duties and services as delegated by the Member Business Relations Manager. 

Primarily responsible for the servicing and support of member businesses with all member business service functions including, but not limited to, new memberships, new share accounts, enrollment and support of merchant and online electronic services, and coordination and assistance with member business loans. Support of online electronic services to include participation of testing of online business platforms during system upgrades and troubleshooting of member business online services

This high contact person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following job functions. Other job functions may be assigned from time to time. The job functions contained hereafter are intended to be supplemented by “Task Lists” which describe various individual tasks associated with each job function. 

• Pro-actively develops and maintains a detailed understanding of member businesses and needs and actively offering the Credit Union’s full range of business services to meet the identified needs.
• Receives and processes all member business inquiries and applications for online banking services including electronic payment and merchant services.
• Analyzes credit reports, financial statements, and other related documents for member business electronic merchant services requests.
• Ensures member business files and agreements contain appropriate documents with appropriate signatures, dates, and other relevant data.
• Updates and maintains new and existing member business files for the credit union on a regular basis.
• Performs credit reviews for all member businesses requesting merchant and/or online banking services with access to electronic payment systems; i.e. wire transfers and ACH services.
• Works closely with the Member Business Credit team to coordinate credit reviews and ensure requests are actively addressed and overall expectations are appropriately managed.
• Collaborates and works closely with the Contact Center management team in support of online banking initiatives related to the business platform.
• Maintains monthly member business activity reports.
• Reviews daily negative share account reports and collects on negative share accounts, returned deposit items or other member business related returns including returned mail and notices.
• Prepares assigned daily, weekly and monthly center operational reports.
• Participates in the development and/or updates of Retail Service Department standard operating procedures as assigned.
• Participates in assigned Retail Service Department projects for the division.
• Process and review merchant services application.
• Reconciles monthly OLB ACH billing.
• Reconciles quarterly merchant services commissions.
• Credit review for merchant services.
• Credit review for online banking for ACH and Wire.
• Processes Member Business Line of Credit drawdown requests.
• Boards and funds new Member Business Loans.
• Establishes the Collateral Manager for Member Business Loans.
• Conducts periodic outreach efforts to businesses for business development and portfolio growth.
• Conducts training for Retail Service Department staff as assigned and in line with the overall Operations Training Plans.
• Works closely with the Member Education Coordinator in the planning and coordination of Member Business Educational Workshops as required.
• Performs due diligence and prepares BSA-related correspondence to assist with Compliance’s review.
• Performs other duties as may be assigned from time to time.

SUPERVISORY RESPONSIBILITIES:

None.

PERFORMANCE STANDARDS:

Knowledge of all credit union products and services.  Ability to work with different levels of the organization, maintains confidentiality of records and information, diplomacy, tact, and professionalism in actions and appearance. A cooperative, positive attitude towards members and fellow employees. Displays sound interpersonal skills. The ability to service members or visitors in person and by telephone. Utilizes interpersonal skills effectively in a team environment.  Displays professional attitude and appearance at all times. Fully competent in using a personal computer and contemporary software and office equipment customarily used in an office environment.  Utilizes interpersonal skills effectively in a team environment.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

A high school diploma or general equivalency diploma (GED) is required; plus two to three years related progressive experience in member/customer service and cash handling in a full service financial institution, or any equivalent combination of formal training and/or experience which provide the necessary knowledge, skills, and abilities thereof.

LANGUAGE SKILLS:

Ability to read and interpret forms, savings account and loan account entries and transactions, as well as general banking documents such as operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate account information to members.  Ability to speak effectively by telephone with members or other employees.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percentages.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.  In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

CERTIFICATES, LICENSES, REGISTRATIONS:

Notary Public Certification

OTHER SKILLS AND ABILITIES:

Knowledge in the operation of the credit union’s electronic data processing system as applicable to the member service function; input, output, account summary, member record maintenance, balancing function, and related functions.

Ability to operate standard office equipment and tools such as postage machine, fax machine, telephones, photocopier, typewriter, and utilize appropriate versions of current computer software (e.g., Microsoft Office).

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

MENTAL DEMANDS:

The mental characteristics for this position include the need to be very alert to the member’s needs, to be very resourceful in solving member’s problems, and to be very precise when updating member’s accounts.  The Member Relations Officer will need to be able to respond to an ever-changing volume and variety of work during the workday.