MRCC Senior Member Relationship Officer (Finance)
At Blue, we discover pathways to realize your possibilities! Our Sr. Member Relationship Officer - Contact Center is responsible for leading, developing, and directing efforts to build and strengthen relationships with current members and prospects within our communities. This position is accountable for designing robust member experiences and engagement by delivering appropriate banking solutions, supporting needs of the member base. Accountable for building and maintaining a diversified base, representative of multiple member segments, driving wallet share through proactive inbound and outbound efforts. The Relationship Banker ensures quality member experience through our service delivery.
Major Duties and Responsibilities
- Leads and proactively engages with existing members and prospects by providing needs-based assessments to grow loyalty and identify immediate/future opportunities. Acquires and expands share of wallet for multiple client segments through needs assessments that quantify, and support financial solutions recommended through preferred channels addressing both household growth and service needs. Offers members advice and guidance on available banking solutions including self-serve options, supporting member transactions and needs. Engages to grow the credit union's portfolio by reaching out, generating appointments, and building new relationships within the community.
- This position will lead in new account, business account, and ad hoc private client account opening processes, along with lending applications, and promote the best solutions to support the identified needs of the member, through interactions in the branch lobby, outbound calling efforts, and/or management of referrals from credit union partners. Establishing an advisory relationship to share value in the financial recommendations. Responsible for proactive lead generation and appointments, establishing centers of influence to engage with prospective members inside/outside the credit union, promoting Blue's mission and value.
- Proactively managing an assigned portfolio of members ensuring appropriate connection points and member engagement to continue providing needs-based assessments to build member loyalty, improve retention of relationships, increase household quality, and acquire diverse member segments. Demonstrating expert level knowledge in working with credit union products and services. Demonstrated ability to meet and/or exceed goals and objectives.
- Lead and demonstrate through action quality steps and protocol designing a robust member experience.
- Build cross-functional relationships with wealth, lending, and other internal teams in support of creating a diversified member relationship.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
Experience
Demonstrate confidence in educating members with holistic banking solutions to meet current and future needs. Applies strong critical thinking and problem-solving skills to meet member needs. Familiarity in time management techniques to prioritize workflow to create a dynamic experience for the member, and work with efficiency delivering consistent productivity. 1+ years with a proven track record in a sales environment, consistently meeting or exceeding goals and objectives, operating in a consultative framework. Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members.
Education/Certifications/Licenses
A two-year college degree or 7+ years of experience in lieu of degree. Experience must be in a financial organization with emphasis in consumer lending and a consultative sales and service role.
Spanish Speaking Preferred.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
Other Skills
Excellent organizational, analytical and problem-solving skills. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet. Excellent verbal, written, telephone and interpersonal communication skills. Must possess a service orientation and be willing to sell products and services. Ability to manage multiple projects/priorities simultaneously in an effective manner. Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.). Has the focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role. Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members.
FULL TIME POSITION
Starting Range: $22.15 - $24.79
Full Range: $21.10 - $31.65
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
Working at Blue Video
At Blue Federal Credit Union, we don't just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
Education
Preferred- Associates or better
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
