Member Solutions Specialist

What You'll Do

• Cultivate relationships with teammates and specialists to assist members with inquiries and/or problem resolution
• Accept incoming calls and provide appropriate solutions to members inquiries/requests in a timely and professional manner
• Provide outstanding, personalized service to all members by building rapport and providing timely solutions and/or alternatives
• Verify member identity based on department guidelines/procedures prior to releasing account specific information
• Proactively identify members needs by providing additional product and service opportunities which may help improve their financial well-being
• Identify, research, and resolve member issues using the proper service channels including but not limited to: LGE Internal Department Resources, Symitar, CATS ,VISA DPS, Verafin, Alkami Admin, TRANSACT, Sync1, E-payments, Interaction Desktop
• Handle and resolve member requests, and if necessary escalate to Member Solutions Team Lead
• Inform and educate members on how to conduct simple transactions through convenient banking options (i.e. online banking, mobile banking, ATM/PTM) that benefit them
• Troubleshoot basic level online banking issues including but not limited to registration, navigating the site, and Bill Pay issues
• Sort, review, and process mailed deposits, payments, and incoming member correspondence
• Accurately process members' financial transactions to include but not limited to: Deposits, Withdrawals, Transfers, Payments, Maintain negotiable items and balance daily
• Process new membership applications and ensure completed applications and supporting documents have been received prior to funding new memberships
• Manage Member Solutions administrative workgroups, including but not limited to: Secure message, Email ,Chat, DocuSign
• Maintain awareness and report suspicious activity; proactively identify potentially fraudulent activity to prevent credit union losses
• Seek opportunities to meet or exceed established sales and service goals for member/LGE financial well-being
• Remain knowledgeable of all LGE products, services, and procedures
• Be familiar with and follow all policies, procedures and processes which have been established to meet compliance requirements of all applicable federal regulations

Who You Are

• Required: High School Diploma or equivalent
• Required: Flexibility to work weekends and/or extended hours as needed
• Required: Ability to cross-sell products and services
• PREFERRED: 1+ years experience offering solutions and services based on the members needs within a results driven environment
• PREFERRED: Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals
• PREFERRED: Ability to effectively communicate in oral and written form
• PREFERRED: Basic understanding of computer operation and programs