Member Solutions Specialist
What You'll Do:
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.
Essential Functions:
Cultivate relationships with teammates and specialists to assist members with inquiries and/or problem resolutionAccept incoming calls and provide appropriate solutions to members inquiries/requests in a timely and professional mannerProvide outstanding, personalized service to all members by building rapport and providing timely solutions and/or alternativesVerify member identity based on department guidelines/procedures prior to releasing account specific informationProactively identify members needs by providing additional product and service opportunities which may help improve their financial well-beingIdentify, 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 DesktopHandle and resolve member requests, and if necessary escalate to Member Solutions Team LeadInform and educate members on how to conduct simple transactions through convenient banking options (i.
e.
online banking, mobile banking, ATM/PTM) that benefit themTroubleshoot basic level online banking issues including but not limited to registration, navigating the site, and Bill Pay issuesSort, review, and process mailed deposits, payments, and incoming member correspondenceAccurately 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 membershipsOpen sub-share accounts or other products as neededManage Member Solutions administrative workgroups, including but not limited to:
Secure message, Email ,Chat, DocuSignMaintain awareness and report suspicious activity; proactively identify potentially fraudulent activity to prevent credit union lossesSeek opportunities to meet or exceed established sales and service goals for member/LGE financial well-beingRemain knowledgeable of all LGE products, services, and proceduresBe 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 equivalentRequired:
Flexibility to work weekends and/or extended hours as needed Required:
Ability to cross-sell products and servicesPreferred:
1
years experience offering solutions and services based on the members needs within a results driven environmentAbility to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goalsAbility to effectively communicate in oral and written formAbility to gather, interpret, and solve complex problemsBasic understanding of computer operation and programsSalary:
$12 per hour.
Estimated Salary: $20 to $28 per hour based on qualifications.
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.
Essential Functions:
Cultivate relationships with teammates and specialists to assist members with inquiries and/or problem resolutionAccept incoming calls and provide appropriate solutions to members inquiries/requests in a timely and professional mannerProvide outstanding, personalized service to all members by building rapport and providing timely solutions and/or alternativesVerify member identity based on department guidelines/procedures prior to releasing account specific informationProactively identify members needs by providing additional product and service opportunities which may help improve their financial well-beingIdentify, 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 DesktopHandle and resolve member requests, and if necessary escalate to Member Solutions Team LeadInform and educate members on how to conduct simple transactions through convenient banking options (i.
e.
online banking, mobile banking, ATM/PTM) that benefit themTroubleshoot basic level online banking issues including but not limited to registration, navigating the site, and Bill Pay issuesSort, review, and process mailed deposits, payments, and incoming member correspondenceAccurately 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 membershipsOpen sub-share accounts or other products as neededManage Member Solutions administrative workgroups, including but not limited to:
Secure message, Email ,Chat, DocuSignMaintain awareness and report suspicious activity; proactively identify potentially fraudulent activity to prevent credit union lossesSeek opportunities to meet or exceed established sales and service goals for member/LGE financial well-beingRemain knowledgeable of all LGE products, services, and proceduresBe 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 equivalentRequired:
Flexibility to work weekends and/or extended hours as needed Required:
Ability to cross-sell products and servicesPreferred:
1
years experience offering solutions and services based on the members needs within a results driven environmentAbility to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goalsAbility to effectively communicate in oral and written formAbility to gather, interpret, and solve complex problemsBasic understanding of computer operation and programsSalary:
$12 per hour.
Estimated Salary: $20 to $28 per hour based on qualifications.
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