Member Relationship Specialist

Job Location:

Lawton, OK 73507

Job Description:

The Member Relationship Specialist serves as a vital liaison between members and the credit union, ensuring professional handling of members' financial needs. This role requires the ability to provide accurate account information, address inquiries, and assist with transactions while fostering a positive member experience. Additionally, the MRS is responsible for verifying loan collateral lien filings, ensuring accuracy in General Ledger (GL) balances, and maintaining complete and accurate records for loans and related documentation.

• Display passion, commitment and drive to deliver an experience that improves our members’ financial lives.
• Engage with members as they enter the branch by welcoming them and making them feel appreciated including managing lobby traffic and scheduling member appointments.
• Build relationships with members to meet financial needs.
• Maintain a working knowledge of the many aspects of the credit union to better serve members including knowledge of all FSFCU products.
• Answer telephone account inquiries from members and process their requests including; funds and transfers between accounts, check reorders, order check copies, payroll allocations, stop payment orders, credit and debit transactions and membership file updates.
• Perform outbound calls and send outbound emails as assigned and by set due date. Provide proactive member outreach to gauge success and offer new tools to help them meet their financial goals.
• Proficient in check ordering, credit/debit card ordering, processing simple adjustments to members’ accounts, researching member disputes and problem resolution. Respond promptly to members’ requests and/or concerns.
• Maintain equipment and files necessary to keep accurate records of member accounts, including membership forms and account change forms. Scan information into the computer system.
• Cross-sell and process IRA and CD account transfers, rollovers and withdrawals. Prepare and process direct deposit forms and payroll allocations. Proficient in IRA products and procedures, including IRA Direct.
• Close accounts according to procedures and attempt to retain member relationship.
• Seek ways to acquire new memberships via referrals and lobby engagement.
• Able to accurately open new member accounts in a timely manner while cross selling products and services.
• Identify member needs through building rapport and asking open-ended questions and strive to meet those needs. Present, promote, and recommend products and services to meet member needs and to contribute to overall branch performance goals.
• Acquire and retain member relationships through relationship building, financial goal planning and overcoming objections.
• Educate members on how to use alternate channels/digital platforms to bank on the go.
• New account duties include interviewing potential members to obtain information and explain available financial services. Verify potential members for field of membership qualifications, complete and obtain signature in workflow, prepare temporary checks, open accounts for members. Accurately run Chex Systems/y. Review military status according to procedure.
• Understand lending guidelines to assist members regarding lending services. Accurately input loan information, create and process loan documents as needed. Able to review completed applications and fees.
• Track loans in process and identify what is needed to complete and fund.
• Understand loan disbursing; proficient in checking and closing loans.
• Thorough understanding of Motor Vehicles processing. Able to process title work to perfect credit union liens in a timely manner.
• Accurately perform routine transactions, including processing deposits, withdrawals, loan payments, transfers, domestic and international wires, issuing and cashing checks, receiving credit card payments and processing cash advances.
• Maintain at or below branch specific MRS transaction limit.
• Receive payments for installment and share secured loans, ensuring that payments equal amount due including any late charges.
• Operate, maintain, and balance coin machine. Tend to ATM duties if applicable.
• Bala…