Business Member Support Account Servicing Specialist

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

THE DETAILS

Job Code:

11635

Grade:

18H

Status:

Non-exempt

POSITION AND PURPOSE

The Business Member Support Account Servicing Specialist provides support in providing exceptional service and support to our business members. The primary responsibility will be to assist business account holders with various inquiries related to their accounts and loans. Responsibilities include handling incoming calls and emails from business banking customers regarding account inquiries, and servicing requests. Including provide comprehensive assistance and guidance to members on account maintenance, loan options, repayment schedules, and other related topics. Engaging proactively in conversations centered around the specific credit, deposit, and servicing needs of business members, they contribute to a tailored and member-centric approach.

Additionally, The Business Account and Loan Servicing Specialist will communicate via phone and/or email with members, staff, vendors, and third parties to address complex issues. They also offer support to leadership as required.

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 committed to delivering exceptional support to business members through accurate account servicing and responsive problem solving. You excel at navigating complex requests, building trusted relationships, and identifying solutions that help businesses manage and grow their financial operations.

THE WORK

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Proactively identify and resolve member issues to ensure a seamless experience. Utilize problem-solving skills and company resources to troubleshoot and resolve member concerns efficiently.

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Foster a positive and engaging work communication skills, attention to detail, and a strong commitment to accuracy and compliance with laws and regulations related to credit union compliance.

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Assist business members with opening new accounts, ensuring a smooth onboarding experience while identifying opportunities to add value through tailored products, services, and financial solutions.

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Review, analyze and report onboarding processes or challenges that require research, evaluation, and selection of alternatives.

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Engage in conversations centered around business member’s needs, specifically focusing on credit, deposit, and servings process needs of the member assist in growing their business.

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Reaches out to members within three days of initiating their membership to begin the onboarding process, including system demonstrations.

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Process all complex requests submitted through the Business Member Support Account Servicing, email boxes and online banking platform.

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Review queue and ensure all workflows are in SLA. Expedite service requests as needed.

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Assist in compiling data to help complete periodic audits of business lending operations, documenting compliance with state and federal regulations and policies and procedures.

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Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products.

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Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.

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Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes.

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Assist internal business partners in resolving inquiries or issues relating to Commercial and Business Lending servicing matters.

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Ensures confidentiality of all member and credit union information.

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Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures.

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Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.

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Perform general and complex loan maintenance, which may include rate changes and payment corrections.

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Work, create and analyze reports necessary to ensure work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions. Field inbound calls and member inquires.

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Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards.

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Perform complex operational and member support initiatives

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Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment.

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Must demonstrate functional knowledge of all compliance courses on an annual basis and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies.

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Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.

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Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.

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Actively contributes to a collaborative team environment by mentoring peers, sharing knowledge, and supporting the professional development of others to strengthen overall team performance

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Perform additional duties as assigned.

QUALIFICATIONS

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Bachelor’s Degree or equivalent educational or professional experience within the financial industry required

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3+ years with professional experience in financial services, including roles within contact center environments or preferred small business banking experience required

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Knowledge on verifying the business’s organizational structures.

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Excellent PC skills, with the ability to learn and train in new software.

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Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts.

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Demonstrates outstanding member service skills by consistently delivering exceptional support, fostering positive member experiences, and ensuring satisfaction through proactive and personalized service.

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Familiarity with business products, services and compliance preferred

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Excellent organizational, time management and communication (verbal and written) skills. Ability to work independently and as a team member, while using discretion in decision making and sound judgment in problem solving.

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Ability to manage multiple tasks and demands, to work independently and as a team member, and to meet deadlines and effectively adjust to changing priorities.

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Excellent analytical, organizational skills and attention to detail. Ability to calculate figures and amounts.

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Ability to thrive in a fast-paced environment while maintaining accuracy and attention to detail.

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Operate on standard Microsoft programs and other computer operations.

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Ability to effectively communicate policy/procedures to staff to assist the manager with training.

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Full-time hours required, with additional hours as necessary. Including weekends

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None 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.