Business Member Support Service Center Representative

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

THE DETAILS

Job Code:

11737

Grade:

17H

Status:

Non-exempt

POSITION AND PURPOSE

The role of a Business Member Support Service Center Representative requires a dynamic and driven individual with a strong commitment to service excellence. This individual excels in delivering outstanding service, employing effective call handling methods to ensure a positive and memorable member experience. As a Business Member Support Service Center Representative, they hold a vital position in strengthening the Business Member Support Center. Their responsibilities are to be primary point of contact for business members, responding promptly to inquiries, resolving issues, and providing ongoing support and guidance. Additionally, collaborate with internal teams, including lending, treasury management, and other business partners, to deliver comprehensive solutions to business members.

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 passionate about helping business members succeed through responsive service, thoughtful problem solving, and trusted financial guidance. You thrive in a fast-paced environment where relationship building, operational expertise, and a commitment to service excellence drive meaningful results.

THE WORK

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Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment.

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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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Engage in conversations centered around business members needs, specifically focusing on credit, deposit, and servicing process needs to assist in growing their business.

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Initiate contact with new members within 3 days of their membership initiation.

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Provide support for all inquiries and requests received through the Business Member Support Center phone queues and email inboxes.

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Demonstrate advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance.

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Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.

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Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.

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Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position.

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Handle general inquiries and questions from members by demonstrating understanding of member needs, concerns, and/or frustrations. Respond by demonstrating care, concern, and an appropriate sense of urgency.

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Perform multiple internal queues and maintain service levels and regulatory requirements.

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Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success.

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Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues. ng issues effectively.

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Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty.

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Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system.

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Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations.

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Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business.

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

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Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur.

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Perform general account maintenance, which may include payment corrections.

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Perform post funding services, such as payoff requests and prepayment penalty calculations.

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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 annually and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies.

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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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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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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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2+ years professional experience in financial services, preferably in in contact center environments required

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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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Familiarity of business products, services and compliance requirements preferred

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Excellent organizational, time management and communication (verbal and written) skills.

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Shares knowledge freely to help others succeed.

* Fully participates in meetings, proactively bringing forward relevant information, ideas and potential solutions.

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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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Positively adapts to changes in Golden 1 and/or changes in own role and helps others to do the same.

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

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Reliable work attendance

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

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Basic knowledge of the following systems: Microsoft Office (Word, Excel and Outlook)

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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.