Northern Credit Union · 6 days ago
Member Relationship Specialist
Watertown, NY
Full-time
Onsite
New Grad, Entry Level
$20.03/hr - $25.34/hr
0+ years expNorthern Credit Union is dedicated to delivering excellence in member relationship building and account services. The Member Relationship Specialist is responsible for establishing and maintaining relationships with members, ensuring their needs are met through efficient service and support with financial goals.
Financial Services
Responsibilities
Establishes and retains relationships with members and potential members by providing a Standard of Excellence in every member service experience:
Acknowledges and greet all visitors in a courteous, friendly, timely, and professional manner while:
Identifying members by using personal information
Builds rapport by using personalized conversation
Maintains focus on the member
Avoids interrupting, letting members deliver their full message before offering solutions
Applies active listening skills; paraphrasing and empathizing with member concerns
Asks open ended questions to better understand the members’ needs
Adapts to the member’s way of being treated
Consistently ensuring member applications are complete and accurate prior to completion of the interaction
Demonstrates knowledge and understanding of new account openings and the conversations of products and services that lead to the most successful relationships
Promotes and expands relationships by explaining benefits of credit union services such as electronic services, debit and credit cards, checking, savings and loans
Initiates follow up and outbound calls with members based on Northern’s goal expectations
Demonstrates increased member awareness and usage of alternative, convenient service delivery channels, such as Debit and ATM programs, the Credit Union’s website, Virtual Relationship Center utilization and our 24/7 lending service:
As a team, assists with managing traffic flow by referring members to appropriate Member Relations staff when necessary. Identifies and refers members to the appropriate teams for additional support: NFS for financial planning advice, Home Lending for mortgage referrals, Credit Solutions for concerns with late loan payments etc
Demonstrates knowledge of Smart Office technology by introducing all consumer loan applicants to the Consumer Lending team for completion of all consumer lending applications
Ensures the member is comfortable and understands the expectations of this process and next steps
Enhances the member’s knowledge of services by demonstrating, educating, and explaining the use and benefits of alternative solutions such as the AIT
Supports relationship center needs through efficient processes:
Completes documentation, tracking, and follow up on member service needs throughout the day
Ensures Member contact information is documented or updated, including all member accounts. (360 tool)
Performs member transactions while ensuring accuracy
Performs Opening Relationship Center processes, ATM Fills, Peer balancing; assisting with Vault Responsibilities – Dual Control
Develops relationships; follows up with members to ensure satisfaction with present products and services and inquiries about the status of future member needs
Makes membership calls required for marketing promotions
Demonstrates knowledge in all areas of Credit Union operations, products, services, policies, guidelines, procedures, and both federal and state regulations
Maintains confidentiality of credit union, internal and external owners’ information
Utilizes technology and demonstrates knowledge of Episys, Synapsis, Opening Act, Docu-sign; uses screens such as Relationship Profile or Relationship Summary to identify opportunities and deepen member relationships
Demonstrates knowledge of organizational security procedures such as Cash Control Policy, Currency Handling Procedures, Managing Teller Differences, BSA policy etc
Reports all suspected fraud activity immediately to the appropriate department and assists with the investigation of the fraud
Through Ownership Pride promotes Northern's Core Values throughout the organization. Actively seeks solutions to issues related to member and staff expectations. Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration
Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends
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
Consistently communicates verbally and non-verbally with members as well as internal and external owners with a high degree of professionalism
Identifies and participates in educational programs such as Cornerstone online training resources, schools and/or conferences to continually develop greater knowledge and expertise in member service. Takes initiative for personal career development and seeks opportunities to learn new skills
Maintains knowledge of responsibilities and functions of departments within the credit union
Qualification
Required
High School graduate or equivalent
6 months to 2 years of professional customer service experience, financial services experience preferred
Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures
Ability to maintain the highest degree of professionalism, even under the most trying of situation
Ability to work in a fast paced, relationship -building environment
Ability to effectively present information one-on-one and in small group situations
Ability to work independently, while working as part of the team
Ability to calculate figures and amounts such as discounts, interest, percentages and to interpret reports
Proficiency with a PC and PC software, demonstrated knowledge of and proficiency with MS Office Suite, Outlook, and various internet browser environments required
Company
Northern Credit Union
Northern Credit Union is a finance company which provides Banking, Mortgages, Credit, Insurance, RRSP, TFSA, Loans, and Commercial Services.
201-500 employees
Funding
Current Stage
Growth StageRecent News
2025-11-18
2022-02-15
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