MRCC Member Relationship Officer

at  Blue Federal Credit Union

At Blue, we discover pathways to realize your possibilities. Our Contact Center Member Relationship Officer (Banker) is responsible for leading and directing efforts to build and strengthen relationships with current members and prospects within our communities and assisting members through electronic channels. This position is accountable for designing robust member experiences and engagement by delivering appropriate service solutions, while supporting needs of the member base. Accountable for improving wallet share through proactive inbound and outbound efforts, and ensuring a quality member experience through our service delivery. This position is primarily responsible for handling service requests, balancing problem resolution inquiries, and supporting online and mobile banking, member escalations, and any outage issues. Strong support required for secure messaging, chat, and text banking along with providing guidance for online services and functions.

• Lead in adding new services, supporting problem resolution, and operational functions. It is a secondary role to account opening processes for consumer accounts, and availability for ad hoc business accounts, and private client account opening functions, while also supporting lending applications, as needed. Also supports a backup capacity for email, secure platforms in online banking , Chat, or text applications. Promote the best solutions to support the identified needs of the member, through interactions in all electronic channels, outbound calling efforts, and/or management of referrals from credit union partners. 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, meeting and/or exceeding goals and objectives.
• Lead and demonstrate robust member experiences through courteous, timely, and professional member engagements and communication. Promptly, accurately and efficiently process member financial transactions.. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality. Meet onboarding and retention goals for loans and accounts by creating benefits for the member and resolving issues. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members’ needs and takes ownership over issues within your authority for thee-Branch online service channels such as mobile banking, money mover, and Billpay. Proactively identify issues and communicate solution to members and employees quickly and effectively.
• Explain and expedite the opening, closing, transfer , and rollover of loan and deposit products and services. Support onboarding and re-boarding functions to manage consistent and proactive experience levels for members.
• 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.

Experience: A minimum of one year up to three years of similar or related experience, including preparatory experience. 1-3 years in a sales environment and experience operating in a consultative framework or related experience in a financial organization.
Education/Certifications/Licenses: A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Required Skills:

• Consistently meeting or exceeding goals and objectives
• A significant level of trust, credibility and diplomacy is required
• Excellent organizational, analytical and problem solving
• PC proficient, including Microsoft Office and Internet
• Excellent verbal, written, telephone and interpersonal communication
• service orientation and be willing to sell products and services
• Manage multiple projects/priorities simultaneously in an effective manner
• Ability to function in a financial institution branch or contact center environment
• Demonstrates focus, persistence, positive outlook, and discipline to meet the personal demands of a sales/service role

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.

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:
Employee Benefits
Culture BluePrint
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

• Lead in adding new services, supporting problem resolution, and operational functions. It is a secondary role to account opening processes for consumer accounts, and availability for ad hoc business accounts, and private client account opening functions, while also supporting lending applications, as needed. Also supports a backup capacity for email, secure platforms in online banking , Chat, or text applications. Promote the best solutions to support the identified needs of the member, through interactions in all electronic channels, outbound calling efforts, and/or management of referrals from credit union partners. 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, meeting and/or exceeding goals and objectives.
• Lead and demonstrate robust member experiences through courteous, timely, and professional member engagements and communication. Promptly, accurately and efficiently process member financial transactions.. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality. Meet onboarding and retention goals for loans and accounts by creating benefits for the member and resolving issues. Supports Credit Union growth by recognizing opportunities to promote Credit Union products and services to meet members’ needs and takes ownership over issues within your authority for thee-Branch online service channels such as mobile banking, money mover, and Billpay. Proactively identify issues and communicate solution to members and employees quickly and effectively.
• Explain and expedite the opening, closing, transfer , and rollover of loan and deposit products and services. Support onboarding and re-boarding functions to manage consistent and proactive experience levels for members.
• 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