This position is responsible for going beyond processing transactions by responding to member requests with an enthusiastic and investigative mindset. The Member Solutions Specialist will help establish relationships with members to understand their financial goals, identify solutions, and connect them to the appropriate teammate who can provide education and solutions to help fulfill their financial well-being. Maintaining composure with a positive attitude in a high production and changing environment will be critical in contributing to a positive member experience within a dynamic team setting.

 

 

What You'll Do

• Cultivate relationships with teammates and specialists to assist members with inquiries and/or problem resolution

• Accept incoming calls and provide appropriate solutions to members inquiries/requests in a timely and professional manner

• Provide outstanding, personalized service to all members by building rapport and providing timely solutions and/or alternatives

• Verify member identity based on department guidelines/procedures prior to releasing account specific information

• Proactively identify members needs by providing additional product and service opportunities which may help improve their financial well-being

• Identify, research, and resolve member issues using the proper service channels including but not limited to: LGE Internal Department Resources, Symitar, CATS ,VISA DPS, Verafin, Alkami Admin, TRANSACT, Sync1, E-payments, Interaction Desktop

• Handle and resolve member requests, and if necessary escalate to Member Solutions Team Lead

• Inform and educate members on how to conduct simple transactions through convenient banking options (i.e. online banking, mobile banking, ATM/PTM) that benefit them

• Troubleshoot basic level online banking issues including but not limited to registration, navigating the site, and Bill Pay issues

• Sort, review, and process mailed deposits, payments, and incoming member correspondence

• Accurately process members' financial transactions to include but not limited to: Deposits, Withdrawals, Transfers, Payments, Maintain negotiable items and balance daily

• Process new membership applications and ensure completed applications and supporting documents have been received prior to funding new memberships

• Open sub-share accounts or other products as needed

• Manage Member Solutions administrative workgroups, including but not limited to: Secure message, Email ,Chat, DocuSign

• Maintain awareness and report suspicious activity; proactively identify potentially fraudulent activity to prevent credit union losses

• Seek opportunities to meet or exceed established sales and service goals for member/LGE financial well-being

• Remain knowledgeable of all LGE products, services, and procedures

• Be familiar with and follow all policies, procedures and processes which have been established to meet compliance requirements of all applicable federal regulations. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act.

Who You Are

• Required: High School Diploma or equivalent

• Required: Flexibility to work weekends and/or extended hours as needed

• Required: Ability to cross-sell products and services

• Preferred: 1+ years experience offering solutions and services based on the members needs within a results driven environment

• Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals

• Ability to effectively communicate in oral and written form

• Ability to gather, interpret, and solve complex problems

• Basic understanding of computer operation and programs