Branch Business Member Support Specialist

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

11886

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

The Business Member Support Specialist serves as the primary point of contact for business members in the branch, providing exceptional service and expert guidance on business deposit products, lending solutions, and money movement services. This role proactively engages with business members to assess their financial needs, resolve inquiries, and deliver tailored solutions. When not working on business accounts, the specialist functions as an MSS III, assisting with branch platform operations, consumer transactions, and member financial consultations.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a relationship-focused financial professional who is passionate about helping business members succeed. You combine strong business banking knowledge with exceptional service skills, providing tailored solutions for deposits, lending, and digital banking needs. You are proactive, detail-oriented, and collaborative, building trusted relationships while ensuring compliance, accuracy, and operational excellence. Whether supporting business accounts or assisting with branch operations, you thrive in a fast-paced environment and are committed to delivering an outstanding member experience.

THE WORK

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Serve as the main resource for business members, handling inquiries, account servicing, loan processing, and escalations.

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Assist business members with online banking, ACH setups, credit solutions, and financial products tailored to their needs.

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Conduct proactive outreach to new business members to enhance engagement and foster lasting relationships.

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Process commercial loan servicing requests, including payment corrections, amortizations, and payoff calculations.

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Collaborate with internal teams (lending, treasury management, account servicing) to provide comprehensive financial solutions.

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Provide consultation on business deposit accounts, lending options, and digital services, ensuring members are enrolled in the appropriate channels.

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Effectively navigate software applications while maintaining accuracy and compliance with state and federal regulations.

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Identify fraudulent activity and escalate issues in accordance with established protocols.

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When not assisting business accounts, fulfill MSS III duties, including consumer transaction processing, financial advising, loan applications, account openings, and platform operations.

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Maintain proficiency in Golden 1 products, services, policies, and compliance regulations.

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Approve financial transactions and signature cards within authorized limits.

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Mentor and coach junior team members to promote a strong service culture.

QUALIFICATIONS

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Bachelor’s Degree or equivalent work or educational experience in banking, preferably servicing business and commercial loans preferred

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2+ years year of prior experience in a banker role at another financial institution or customer relationship building role required

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1+ years as a Member Service Specialist II, teller role or business product banking role at Golden 1 or another financial institution preferred

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Advanced understanding of federal rules and regulations related to Credit Unions, compliance and financial services.

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Solid grasp of commercial loan products, business deposit accounts, and lending services.

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Strong consultative skills for identifying business member needs and recommending tailored financial solutions.

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Experience in deposit fulfillment, cash handling, account servicing, and customer engagement.

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Ability to independently resolve member inquiries and conduct proactive financial assessments.

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Effective oral and written communication skills with an ability to present a professional image to management, staff, and business members.

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Excellent organization, time management, and problem-solving abilities in fast-paced environments.

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Ability to work independently and collaboratively while exercising sound judgement in decision-making

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Strong adaptability to changes in responsibilities, processes, and industry standards.

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Skilled in Microsoft Office Suite and other financial applications.

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Proficient in business and banking systems.

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Certified Notary Public, if required for specific branch required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics.

EXTERNAL:

Corresponds effectively and professionally in consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, e-mail and telephone.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.