Job Summary:

The Financial Specialist will engage with members in a blended Video/-Call Center environment consisting of telephone, interactive video, web chat, secure email, and online credit union interactions. Member interactions will be handled through interactive video, phone, email, live chat, and other electronic forms of communication.  The Financial Specialist will work as part of a team under the direction of the Financial Specialist Manager. This representative will support department objectives through direct member interactions, adhere to quality standards, and perform administrative tasks.

Essential Functions/Responsibilities:

·         Provide exceptional member service through quality conversations and timely communications.

·         Conducts work in a Video/Call Center environment and in a variety of computer programs.

·         Ethically conducts operational tasks related to protecting members and credit union assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining, and ensuring the accuracy of all regulatory and procedural documentation.

·         Protects all member information and credit union trade secrets and business records as confidential and follows all credit union policies for communication with members, vendors, and associates.

·         Provide front-line member support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat, or other Digital Channels.

·         Process member support requests and inquiries including, but not limited to Reg E Inquires, Stop Payments, ACH inquiries, and Account Information. Close accounts, Password Reset, etc.

·         Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, deliver fulfillment materials, and upload approved accounts.

·         Maintain a personally professional and presentable appearance in all internal and external member interactions.

·         Be fully proficient with the video/phone system and online credit union tasks.

·         Engage with members in a professional and friendly manner while providing a positive brand experience during each member’s interaction.

·         Maintains current knowledge and consistent compliance with regulations and credit union policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee Handbook policies; and Operations, Audit, and Security policies, through regular and thorough training.

·         Assist with troubleshooting and issue resolution tasks associated with the Video Banking or Telephone System and liaise appropriately with the Financial Specialist Manager, Branch, Operations, and/or IT staff in problem identification and resolution.

·         Work with individuals in other departments (retail branches, deposit operations, online credit union, and member relations) to address Video/Call Center Department issues and escalations.

·         Regular attendance is required, working at the worksite during regular Video/Call Center business hours.

·         Must have the ability to effectively cross-sell credit union products and services.

·         Collaborates with team members during times of excess workload to pick up overflow tasks.

·         Utilizes communication skills to identify and address members’ needs while representing the Credit union in a positive way.

·         Contributes to building profitable, long-term relationships with our members to reach our business objectives.

·         Works harmoniously with others with exemplary interpersonal skills.

·         Works on strict deadlines which require prompt attention to detail and reliable attendance.

Required Skills/Abilities:

·         Ability to communicate effectively in person, on-screen, over the phone, and in writing.

·         Ability to solve problems while working directly with external and/or internal members.

·         Familiarity and high comfort level with a variety of electronic forms of communication phone, video, social media, email, etc.

·         Strong attention to detail and ability to complete work accurately.

·         Proficient in basic office skills/equipment, including computer, email, ten-key calculator, copier, scanner/fax, typing, telephone, organization systems, and Microsoft Office suite of products.

·         Ability to think logically in order to analyze situations, resolve problems, and make sound decisions.

·         Ability to handle multiple tasks simultaneously. Proficient at working with multiple computer and software systems.

·         Strong employee coaching skills.

·         Good organization and time management skills.

·         Ability to listen, develop/suggest solutions to problems and retain confidential information.

Education and Experience:

·         High School Diploma or equivalent.

·         1-year member service, retail credit union, or equivalent experience.

·         Knowledge of credit union products and services (preferred).