In this role, you will be responsible for processing new membership and depository account openings for products including checking/savings, certificates, UTMA, Guardianship, Organizational and Trust accounts that come in via multiple channels. You will report to the Manager of Member Care Expereince and will validate applicant's basis of eligibility and ensures requirements are met. Processes and follows up on applications that need manual review by determining what additional information and documentation is needed from the applicant.
Ensures service level agreements (SLAs) with regard to response time for product servicing and maintenance are met. Reviews, qualifies, opens and closes deposit accounts and ATM/debit cards. Processes new membership applications, validates applicant for basis of membership eligibility and identity requirements. Reviews mailed, faxed, and web application and necessary documentation to support eligibility for membership. Contacts applicant by phone, email or mail for additional information as appropriate. Verifies authorized signatures, listed information and address for fraud management. Participates in testing of software releases and enhancements making appropriate recommendations in the transacting system in partnership with other teams such as Information Systems. Provides support to management regarding departmental and organizational process improvement projects initiatives. Handles routine and complex membership inquiries with a goal of first point-of-contact resolution and limited escalation while maintaining member experience expectations. Assists management in identifying opportunities to increase service quality and escalate high-level member issues to other stakeholders. Assists management with identifying areas of business opportunities for effective and efficient process improvement and participates in the prioritization of process improvements. Acts as a member advocate making sure member experience remains at expected levels while supporting the credit union philosophy, SLA and NPS goals. Education: High School Diploma or Equivalent - Minimum Bachelors Degree - Business, Finance or Related - Preferred Experience: 2+ Years' Experience in Banking, customer service or related - Minimum 2+ Years' Experience in Financial institutions - Preferred You'll benefit from: Competitive medical, dental, and free vision benefits Paid parental leave Competitive compensation plan Gym memberships discounts Generous PTO and banking holidays off Tuition reimbursement 401k with immediate employer match and vesting Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives. The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
