Nassau Financial Federal Credit Union is dedicated to improving the financial well-being of its members and the communities it serves. The Universal Membership Specialist will develop and maintain financial relationships with members, providing solutions tailored to their needs while ensuring outstanding service is delivered. This role involves a mix of remote and in-branch responsibilities, focusing on member inquiries and account resolutions.
Responsibilities
- To deliver service consistent with our Service Promises
- Strive for one call resolution and execute best practices in accordance with the call monitoring scoresheet
- Conduct profile assessments for cross-sell opportunities
- Recommend products that fulfill the financial requirements of members within lending and credit guidelines
- Register leads into Synapsys CRM tool for 'next step' follow-up action
- Partner with internal departments to resolve member inquiries across all channels, i.e.; Lending, Auditing, OSS, Accounting, and Real Estate
- Cross-sell appropriate products suited to member’s profile and confirmed through needs-based questions to attain sales goals covering member acquisition, new checking accounts, loan production, cross-sell, and insurance-related policies
- Build multi-product relationships with each member to increase the loyalty factor
- Participate in monthly contests to achieve new product goals and the ongoing goal of opening new checking accounts
- Possess proficient product knowledge as measured by the annual product knowledge certification assessment
- Identify Member’s needs, clarify information, research every issue, and provide solutions and/or alternatives
- Utilize effective listening and questioning techniques to identify the primary needs of members
- Accountable for the appropriate and timely response and resolution to member issues and concerns
- Responsible for properly maintaining and processing share and consumer loan applications from all delivery channels through our core processing software in an efficient and timely manner
- Responsible & accountable for remaining current on changes within the legal, regulatory, economic, competitive, and technology environments which may affect share, consumer lending, and Internet programs
- Provide technical expertise in the resolution of any problems related to internet-related products including but not limited to, mobile -t Banking, Bill Pay, and e-statements
- Effectively communicate with Members through various digital/electronic channels such as e-mail, e-chat, and mobile banking
- Process account inquiries, address changes, closing accounts, when necessary, account maintenance requests, reconciliation, and payroll requests
- Proactively modify performance based on Management coaching and/or feedback resulting from performance management tools
- Notify management or applicable personnel of any system issues in a timely manner
- Responsible for seeking out the appropriate training to further enhance expertise and professional development
- Handle Shared banking inquiries and transactions and members to the closest shared branch, if possible
- Individuals will be responsible and accountable for contributing to the credit union's goals
- Comply with Verafin guidelines, re: internal watch list, alerts for loan fraud, check disbursements, and wire transfer fraud
- Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures
- Accountable for knowledge of Credit Union Policies and Procedures and how to appropriately communicate to members
- BSA/AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization. This is achieved through annual training, reporting compliance issues to the attention of the Compliance Officer, and keeping aware of regulatory requirements
- Responsible for facilitating account opening inquiries & the opening of new accounts to existing members, verifying and obtaining proper documentation
- Distribution of the appropriate disclosures through the mail or electronic mail in order to comply with regulatory guidelines
- Conduct interviews to develop information concerning a member’s financial need and cross-sell all products and /or services including those of credit union-affiliated partners
- Responsible for all IRA opening, processing, and completion of all documents
- Process member death claims and follow-up documentation
- Conduct account transactions that are unable to be performed at the ITM or at peak times, such as but not limited to: Account closures. Transfers. Check Disbursals. Check Deposits
- At the direction of, or in the absence of, the Manager: balance and perform daily maintenance of ITM, Coin Machine
- Performs functions related to the ITM Teller when necessary to meet the needs of the Credit Union and its members
- Possess knowledge in Lending and Home Equities
- Work Schedule requires the ability to work flexible hours and Saturdays
- May be assigned to other branches/departments as business dictates
- Working remotely (from home) may be required
- The ability to capture and scan loan documentation
- Effectively participate in department meetings, training, credit union promotions, community events, and business development efforts
- Perform other duties as assigned
Skills
- High school diploma or equivalent
- Proficient product knowledge as measured by the annual product knowledge certification assessment
- Ability to effectively communicate with Members through various digital/electronic channels such as e-mail, e-chat, and mobile banking
- Knowledge of Credit Union Policies and Procedures and how to appropriately communicate to members
- Ability to work flexible hours and Saturdays
- Ability to capture and scan loan documentation
- Experience in Lending and Home Equities
- Accountable for BSA/AML compliance and compliance with the Office of Foreign Assets Control
- Ability to conduct interviews to develop information concerning a member's financial need and cross-sell all products and/or services
Benefits
- Medical
- Dental
- 401K
- Vision
- Short Term Disability
- Long Term Disability
- Paid Time Off
- Tuition Reimbursement
Company Overview
Nassau Financial Federal Credit Union is a higher rates on savings and lower rates on loans. It was founded in 1936, and is headquartered in Westbury, New York, USA, with a workforce of 51-200 employees. Its website is https://www.nassaufinancial.org.