Business Relationship Specialist - Service Business Customers

About the role

The primary purpose of this position is to assist Center Parc Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Business Relationship Specialist proactively engages in providing quality-driven member services to existing and potential business members of the Credit Union.

Responsibilities

• Adhere to and deliver on Center Parc’s core values: Serve Exceptionally, Commit to Better, Find the Fun, Invest in Integrity, Follow the Numbers, Go Forth and Conquer, Protect with Passion
• Process a variety of business member transactions including, but not limited to, onboarding, transactions, maintenance requests, disputes, and escalations from the branch network and other service areas of the credit union
• Receive inbound calls in a call center environment and provide business member services in accordance with all guidance, processes, and procedures of the call center
• Respond to all service and sales inquiries received through various channels (email, online inquiries, in-bound calls, branch referrals)
• Complete a variety of service requests, clerical duties, and research associated with the resolution of business member inquiries and concerns
• Take initiative for appropriate internal interactions for resolution of member issues and assume ownership for follow-up and update to the business member regarding resolution details
• Complete business member relationship-building assignments, such as follow up calls, pre-determined business member contact intervals, incentive announcements
• Engage in needs-based dialogue with business members to fully understand the members’ financial needs
• Recommend and position credit union products and services that meet the business member’s needs
• Make referrals to internal partners for product delivery of additional products and services
• Engage in communication with the business member, or designated parties, to ensure proper training, set up and understanding of the features and benefits of digital banking channels
• Maintain up to date knowledge of all business banking products, services, and account opening procedures; Follows all practices that are in place to mitigate fraudulent activity and unnecessary risks
• Maintain up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union
• Effectively use written and oral communication skills in daily correspondence and completion of tasks, interactions with members, staff, vendors, and regulators
• Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position

Qualifications

• Requires a level of knowledge normally gained with a high school diploma or equivalent
• 2 years consultative customer service work experience in banking, financial services, or a credit union
• Prior experience in a bank, credit union, or other financial services environment cross-selling and recommending products and services based on needs-based conversations with the end-user
• 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software