Business Member Support Account Servicing Specialist

Business Member Support Account Servicing Specialist Job Description TITLE: Business Account Loan Servicing Specialist STATUS: Non-Exempt REPORT TO: SUP – Business Account and Loan Servicing DEPARTMENT: Business Member Support Account Servicing

JOB CODE: 11635

PAY RANGE: $28.00 - $30.00 hourly

GENERAL DESCRIPTION

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.

TASKS, DUTIES, FUNCTIONS

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. 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. 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. Review, analyze and report onboarding processes or challenges that require research, evaluation, and selection of alternatives. 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. Reaches out to members within three days of initiating their membership to begin the onboarding process, including system demonstrations. Process all complex requests submitted through the Business Member Support Account Servicing, email boxes and online banking platform. Review queue and ensure all workflows are in SLA. Expedite service requests as needed. Assist in compiling data to help complete periodic audits of business lending operations, documenting compliance with state and federal regulations and policies and procedures. Resolve business member issues relating to online banking, business deposit products, business lending products and money movement services products. Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures. Identify problems that create inefficiencies and recommend operational improvements within all areas of online account opening processes. Assist internal business partners in resolving inquiries or issues relating to Commercial and Business Lending servicing matters. Ensures confidentiality of all member and credit union information. Maintains current knowledge of all Golden 1 products and services, as well as of policies and procedures. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented. Perform general and complex loan maintenance, which may include rate changes and payment corrections. 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. Modifying or setting up ACH forms for Commercial Real Estate (CRE), loans, and credit cards. Perform complex operational and member support initiatives Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment. 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. Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals. Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals. Actively contributes to a collaborative team environment by mentoring peers, sharing knowledge, and supporting the professional development of others to strengthen overall team performance Perform additional duties as assigned. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK Must be able to effectively communicate both orally and in writing to discuss Golden 1 products and services with members and potential members and to resolve member concerns and conflicts. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

ORGANIZATIONAL CONTACTS & 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.

QUALIFICATIONS

EDUCATION: A bachelor’s degree or equivalent educational or professional experience within the financial industry is required. EXPERIENCE: A minimum of three years with professional experience in financial services, including roles within contact center environments or preferred small business banking experience.

KNOWLEDGE / SKILLS:

Knowledge on verifying the business's organizational structures. Excellent PC skills, with the ability to learn and train in new software. Excellent interpersonal skills with the ability to present a professional image to management, staff, and outside contacts. Demonstrates outstanding member service skills by consistently delivering exceptional support, fostering positive member experiences, and ensuring satisfaction through proactive and personalized service. Familiarity with business products, services and compliance preferred 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. 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. Excellent analytical, organizational skills and attention to detail. Ability to calculate figures and amounts. Ability to thrive in a fast‑paced environment while maintaining accuracy and attention to detail. Operate on standard Microsoft programs and other computer operations. Ability to effectively communicate policy/procedures to staff to assist the manager with training. Full‑time hours required, with additional hours as necessary. Including weekends

PHYSICAL REQUIREMENTS

Prolonged sitting throughout the workday with occasional mobility required. Corrected vision within normal range.

LICENSES / CERTIFICATIONS

None This job description provides an overview of the general scope and level of work expected to be performed, but it is not an exhaustive list of all duties or responsibilities associated with the position. The credit union reserves the right to modify, add, or remove duties as needed without advance notice. Employees may be required to perform additional tasks and duties as directed by their supervisor, provided such tasks are within the employee’s knowledge, skills, and abilities, or can be performed with reasonable training. Nothing in this job description alters the at‑will employment relationship or limits the credit union’s right to assign or reassign duties and responsibilities to this position at any time. #J-18808-Ljbffr Golden1