Member Relationship Specialist

About the role

The primary purpose of this position is to assist the members of our growing community in meeting their financial needs and goals within each of BrightStar’s branches by offering them superior consumer and business products and services. This is done by providing outstanding service and being perceived by our members as their Trusted Advisor.

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.
• Absorb and 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.
• Absorb and process an appropriate percentage of new accounts 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.
• Dependable—Accomplishes workload responsibilities promptly without prompting. Takes the initiative to manage and communicate absences 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.
• 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.
• Support each branch’s location as business dictates.
• 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 promise.
• To identify the financial needs of each member and offer a credit union solution.
• To process an appropriate percentage of monthly transactions based on branch volume as determined by the manager.
• To develop and improve knowledge and skills in sales and service areas.
• To 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/Judgment
• Customer Service
• Job Knowledge
• Initiative
• Compliance

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.

Additional Information

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