Member Relationship Specialist

Job Description

Job Description

About BrightStar: As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members.  We offer excellent benefits, advanced opportunities, and exceptional training.  Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida.  As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities.  BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging.  Our work environment is fun, fast-paced, and service-oriented.

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

About the Role:  The position’s primary purpose is to assist the members of our growing community in meeting their financial needs and goals by offering them superior products and services. This is done by providing outstanding service to both internal and external members.  Building relationships with members to help them save, borrow, and assist with teller transactions.  As a Member Relationship Specialist, you will introduce members to alternative and innovative ways of banking.

Essential Functions & Responsibilities:

• Provide members with a personalized rewarding experience by executing various defined member engagement strategies through the knowledge and use of sales skills measured by member experience surveys. Confidently build relationships with members by understanding their financial life priorities and connecting them to our solutions that meet their financial goals.  Assist with the month-end closing process, including variance analysis, posting monthly entries, and responsible for maintaining the month-end checklist.
• Process appropriate percentage of teller transactions for the branch as defined by branch management, with a high degree of accuracy within the limits of the over/short policy. 
• Process appropriate percentage of new account and account maintenance as defined by branch management, with a high degree of “Quality Assurance” accuracy within the limits of credit union policy. Use sales skills to uncover Member needs and provide credit union deposit and loan solutions. 
• Dependability – Accomplishes workload responsibilities promptly without prompting. Takes the initiative to manage and communicate absence and leave appropriately.
• Meet or exceed ancillary product sales referral goals.
• Attitude – Demonstrates positive attitude and behavior in support of organizational goals and management. Demonstrates professionalism, an optimistic and team-oriented approach to work, and the highest integrity. Maintains a professional business image and utilizes effective communication skills when representing BrightStar Credit Union.
• Complies with Credit Union policies and procedures (including BSA/US Patriots Act, OFAC, security policy, and confidentiality policy), government regulations, and other policies and procedures related to the position.
• Attend required training as directed by management. Proactively seek knowledge of the features and benefits of all credit union products and services.
• Maintain knowledge with B.S.A. Compliance training.
• At times, this position may require support and assistance in other branch locations based on business need.”
• Weekend hours may be required.
• Other job-related duties as assigned.

Performance Measurements:

• To provide outstanding service to internal and external members as defined by our service standards and promises.
• Identify the financial needs of each member and offer a credit union solution.
• Process an appropriate percentage of monthly transactions based on branch volume as determined by the manager.
• Do not exceed a total out-of-balance of $10 per month.
• To develop and improve knowledge and skills in sales and service areas.
• Engage partners for investment solutions.

Minimum Expectations of Knowledge and Skills:

• Experience: One to three years of similar or related experience.
• Education:   A high school education or GED.

Interpersonal Skills:

Should be an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the member's best interest. Displays passion, commitment, and drive to deliver an experience that improves our members’ financial lives. Work involves personal contact with others inside and outside the organization for first-level conflict resolution and building relationships. Discussions involve more confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

Must be physically able to perform all assigned duties as outlined by description and required to participate in the Saturday rotation schedule. Able to operate a 10-key calculator, typewriter, and computer keyboard.

Competencies:  

• Communication
• Decision Making/Judgement
• Customer Service
• Job Knowledge
• Initiative

Compliance 

• Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical Requirements:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: 

The work environmental characteristics described here represent those that employees encounter while performing the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace