Business Member Support Service Center Representative

Hybrid position located in Sacramento, CA.

About the role

The Business Member Support Service Center Representative is a dynamic, service-driven professional who serves as the primary point of contact for business members. This role focuses on delivering outstanding service, resolving inquiries, and providing ongoing support and guidance. The representative collaborates with internal teams—including lending, treasury management, and other business partners—to deliver comprehensive solutions tailored to business members' needs.

Responsibilities

• Meet and achieve performance standards for phone efficiency and quality in a fast-paced environment.
• Resolve business member issues related to online banking, business deposit products, business lending products, and money movement services.
• Maintain thorough knowledge of Golden 1 Credit Union’s business deposit and loan policies and procedures.
• Engage in conversations centered on business members’ needs, focusing on credit, deposit, and servicing processes to support their growth.
• Initiate contact with new members within 3 days of membership initiation.
• Provide support for inquiries and requests received through phone queues and email inboxes.
• Demonstrate advanced credit union knowledge, resolve issues, provide digital support, and handle escalations with minimal guidance.
• Foster a positive and engaging work environment, inspiring others through words and actions.
• Navigate software applications and work on multiple screens simultaneously while resolving member concerns.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance.
• Handle general inquiries by demonstrating understanding, care, and an appropriate sense of urgency.
• Perform multiple internal queues while maintaining service levels and regulatory requirements.
• Conduct comprehensive needs assessments for business members to identify tailored financial products and services.
• Deliver exceptional member service through active listening, efficient information gathering, and issue resolution.
• Educate members about products to foster loyalty and retention, and identify opportunities to assist with Golden 1 offerings.
• Document interactions in the internal ticketing system.
• Perform routine tasks such as handling inquiries, resolving problems, and maintaining high-quality customer experiences within work guidelines.
• Identify and implement process efficiencies, escalating procedural updates for approval.
• Resolve issues outside the normal course of business.
• Organize, prioritize, and perform multiple tasks simultaneously with attention to detail.
• Improve standard processes to anticipate and prevent problems.
• Perform general account maintenance, including payment corrections.
• Handle post-funding services such as payoff requests and prepayment penalty calculations.
• Meet daily production deadlines while balancing quality and quantity.
• Demonstrate functional knowledge of compliance courses annually and pass regulatory tests and courses related to job functions.
• Assist business members with opening new accounts, ensuring a smooth onboarding experience while identifying opportunities to add value.
• Maintain effective communication with all credit union employees to coordinate and exchange information.
• Contribute to a positive teamwork environment, aligning with corporate, division, and departmental goals.
• Perform additional duties as assigned.

Qualifications

• A bachelor’s degree or equivalent educational or professional experience within the financial industry.
• Minimum two years of professional experience in financial services, preferably in contact center environments.
• Familiarity with business products, services, and compliance requirements preferred.

Skills

• Excellent PC skills, with the ability to learn and train in new software.
• Strong interpersonal skills and the ability to present a professional image.
• Excellent organizational, time management, and communication (verbal and written) skills.
• Ability to share knowledge freely and proactively contribute ideas and solutions in meetings.
• Ability to work independently and as a team member, using discretion in decision-making and problem-solving.
• Positive adaptability to changes in role and environment, helping others do the same.
• Ability to manage multiple tasks, meet deadlines, and adjust to changing priorities.
• Ability to thrive in a fast-paced environment while maintaining accuracy and attention to detail.
• Reliable work attendance, with availability for additional hours, including weekends, as necessary.
• Basic knowledge of Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within normal range.
• Effective oral and written communication skills to interact with staff and members.
• Sufficient manual dexterity to operate an online computer terminal and standard office equipment.

Pay

$25.40 - $26.50 hourly.

Internal & External Relationships

• Internal: Regular engagement with departments such as ACH, Wire, BMS, Business Relationship Officers, 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.
• External: Professional and consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, email, and telephone.