MRCC Member Relationship Officer

At Blue, we discover pathways to realize your possibilities. Our Contact Center Member Relationship Officer (Banker) is responsible for leading and directing efforts to build and strengthen relationships with current members and prospects within our communities and assisting members through electronic channels. This position is accountable for designing robust member experiences and engagement by delivering appropriate service solutions, while supporting needs of the member base. Accountable for improving wallet share through proactive inbound and outbound efforts, and ensuring a quality member experience through our service delivery. This position is primarily responsible for handling service requests, balancing problem resolution inquiries, and supporting online and mobile banking, member escalations, and any outage issues. Strong support required for secure messaging, chat, and text banking along with providing guidance for online services and functions.

 

Major Duties and Responsibilities

• Lead in adding new services, supporting problem resolution, and operational functions. It is a secondary role to account opening processes for consumer accounts, and availability for ad hoc business accounts, and private client account opening functions, while also supporting lending applications, as needed. Also supports a backup capacity for email, secure platforms in online banking , Chat, or text applications. Promote the best solutions to support the identified needs of the member, through interactions in all electronic channels, outbound calling efforts, and/or management of referrals from credit union partners. Responsible for proactive lead generation and appointments, establishing centers of influence to engage with prospective members inside/outside the credit union, promoting Blue’s mission and value, meeting and/or exceeding goals and objectives.
• Lead and demonstrate robust member experiences through courteous, timely, and professional member engagements and communication. Promptly, accurately and efficiently process member financial transactions.. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality. Meet onboarding and retention goals for loans and accounts by creating benefits for the member and resolving issues. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members’ needs and takes ownership over issues within your authority for thee-Branch online service channels such as mobile banking, money mover, and Billpay. Proactively identify issues and communicate solution to members and employees quickly and effectively.
• Explain and expedite the opening, closing, transfer , and rollover of loan and deposit products and services. Support onboarding and re-boarding functions to manage consistent and proactive experience levels for members.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

 

Knowledge and Skills

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience. Demonstrate confidence in educating members with holistic banking solutions to meet current and future needs, with strong commitment to mobile and digital strategies. Applies critical thinking and problem-solving skills to meet member needs. Familiarity in time management techniques to prioritize workflow to create a dynamic experience for the member, and work with efficiency delivering consistent productivity. 1-3 years with a proven track record in a sales environment, consistently meeting or exceeding goals and objectives, operating in a consultative framework or related experience in a financial organization. Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Excellent organi