Membership Services Specialist

Overview

The Membership Services Specialist is responsible for supporting the rapidly changing needs of day-to-day operations within Deposit Services and Electronic Funds Transfer (EFT). This individual will possess deep knowledge and aptitude to support deposit related requests, secondary review, and EFT transactions. The variety of responsibilities within this role requires the individual to be able to proficiently shift from one task to another between Deposit Services and EFT departments with ease and little direction.

Responsibilities

Cross-Departmental Operational Excellence and Delivery

• Be knowledgeable of Membership Services products and services to accurately support the processing of deposit related requests, secondary review, and EFT transactions. To include and not limited to: Form Requests, Electronic Payments (ACH, Wires, Mobile Deposit, ITM), Report: monitoring, investigation, and completion.
• Be effective in Membership Services processes, technically proficient, and compliance minded.
• Efficiently and accurately resolve member inquiries by troubleshooting issues through use of tools and resources.
• Be confident with working in the gray in creating solutions centered on member experience.
• Investigate and respond accordingly to requests in accordance with departmental service levels, including composing personalized, professional emails, letters, and other correspondence to internal and external members, and vendors, seeking out opportunities to exceed expectations.
• Take an active role in the development and review of policies, procedures, and best practices to streamline and enhance processes.

Cross-Functional Operational Support

• Be an organizational resource to research, troubleshoot, and resolve complex issues pertaining to Membership Services, including technical and procedural issues, by demonstrating sound judgment and creative problem solving to resolve concerns and issues.
• Provide direct phone and email support to Member Sales and Service and other internal partners in a consultative manner through delivering exceptional member service and personalized solutions.
• Utilize tracking methods to identify trends that require additional communication, training, feedback, or change.
• Share insights with Coordinators and Membership Services management.
• Collaborate with Member Service Operations, Member Sales and Service, and other departments in creating communications for internal partners.
• Develop internal resources, informative content, or other job aids to include regulatory, process, or system changes.

Development and Mentorship

• Assume ownership for personal development through dialogs, participation in group initiatives, projects, training, and Individual Development Plan (IDP).
• Engage as a resource and mentor to team members with passion and positive intentions.
• Provide team members with feedback as a peer coach with a personalized, supportive approach.
• Maintain a high degree of knowledge in the Membership Services Philosophy and consistently demonstrate the behaviors.
• Illustrate behaviors that support a top performing team, our mission, vision, values and effectively contribute to the ongoing success of the organization.
• Model behavior consistent with being a Champion of Change, adapting quickly and supporting the team on the changing needs of the organization and department.
• Dedicate to strengthening the team through positive, effective communication, focus on teamwork, business acumen, and inclusive excellence through exemplifying Core Values.

Qualifications

Education & Experience

• Associate’s degree is required.
• Bachelor’s degree is preferred.
• 4 – 5 years of financial institution experience is required.
• 2 – 3 years of customer service experience is required.

Skills

• Demonstrated ability to analyze, research, organize and compile data to influence change in the department and organization.
• Strong verbal and written skills including ability to convey technical and compliance concepts to various audiences.
• Ability to successfully prioritizes daily workload through agility, knowledge, and organizational need.

Working at UW Credit Union

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child