Member Relationship Coordinator

Position: Member Relationship Coordinator

Reports To: Branch Manager, AVP Branch Operations or Float Manager

Position Type: Non-Exempt

Highly Specialized Individual Contributor

Position Summary

The Member Relationship Coordinator builds rapport by establishing credible relationships with members and prospective members through consistent high-quality service. Takes personal ownership of the referral process, aligning personal goals with the goals of the organization. Advises and assists with budget counseling, consolidations, pay methods, and other areas relating to member’s financial needs. Performs teller transactions and loan applications on members’ accounts accurately and in accordance with current practices, examines signatures and endorsements comparing them to valid identification. Acts in the members’ best interest through compliance and confidentiality regarding transactions, processes, and member information. Maintains the highest level of professionalism when interacting with members and servicing needs such as: opening and closing accounts, managing the lending process, evaluating need, up-selling products, and maintaining knowledge of internal trends and competitor’s rates, terms, etc.

Increases member satisfaction by being highly responsive to the needs of members. Engages in problem resolution from start to finish by clarifying the claim, determining the cause and following up to ensure there is a resolution.

PERFORMANCE STANDARDS

Execution: What does this position do?

Ensures our membership receives and are being offered the right products and services for their particular needs. Initiates conversations with people about 3Rivers to create contacts and deepen member relationships by following up on referral leads. Responsible for strengthening existing relationships, establishing new relationships, and maintaining a cohesive team environment while serving as a trusted resource for the Resource Center and team. Uses professionalism and business ethics to serve as an advocate for our membership as a whole.

Collaboration: Who does this position work with to get the job done?

Works with team members and members to ensure that 3Rivers is doing what is right for the membership one member at a time. Provides flexible and responsive collaboration with all team members in order to produce results year after year. Utilizes resources within and outside of 3Rivers to bring in new or expand current relationships.

Productivity: What does the work from this position produce or generate?

Generates new members, deepens member engagement, and increases wallet share and revenue generation through effective and timely service. This position has the ability to impact membership initiatives that include everything from organizational growth to maximizing member loyalty and satisfaction results. This role has to provide consistent and reliable service and advice to ensure the Resource Center will create profitable memberships and a consistently successful work environment.

Business Need & Value: What is the impact of this position?

Impacts the Measures that Matter by creating a member experience that generates Net Promoters and deepens member relationships. Provides business value by maintaining positive relationships, providing financial wellness coaching, developing rapport through conversations and actions, and maintaining the service standards that provide consistent results. Ensures compliance with regulatory requirements, allowing 3Rivers to remain a viable entity.

Flexibility: How adaptable & flexible does this position need to be for 3Rivers?

Must be able to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Can rebound quickly when things don’t go according to plan. Adapt personal, interpersonal, and professional behavior appropriately based on the needs of the situation. Must maintain multiple projects simultaneously. Productive and effective decisions and the ability to leverage resources appropriately are key to achieving service standards. Adapt easily to new technology, regulations, processes and procedures.

CORE VALUES

Commitment- Be all in.

Consistency- Be all in EVERY DAY.

Innovation- Think (UYH) and ASK WHY.

Integrity- Do the RIGHT thing, not the easy or quick thing.

Quality - Do an OUTSTANDING job, don’t run out of GAS.

Trust- Hold trust and be trustworthy.

Value- Make members lives better, easier, safer; help them fulfill dreams; help them do what they don’t know how to or think isn’t possible even if it’s not here (see integrity above); make them wiser; help them build wealth (beyond saving $$)

Activity & Knowledge Requirements

Work Environment

• Normal accessibility of branch and corporate work sites required for the position.
• Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
• Normal amount of extended work hours required.
  
  
  

Physical Effort

• Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
• Normal physical agility, which includes ability to maneuver body while in place.
• Normal physical strength to handle routine office materials and tools.
• Normal physical strength to handle 50-pound object, taking frequency into consideration.
• Normal dexterity of hands and fingers.
• Normal coordination, including eye-hand, hand-foot.
• Normal endurance.
  
  
  

Knowledge Requirements

• Strong sales and service skills
• Strong knowledge of all electronic delivery products, other credit union products and services
• Knowledge of markets, competitor activities, problems and developing trends within assigned location
• Loan trained and qualified with knowledge of the fundamentals of lending, policies, and principles
• Thorough knowledge of all deposit, small business and consumer loan products
• Ability to gather and analyze data.
• Experience preferred in regards to cash handling (cashier) and clerical office work.
• Professional appearance and demeanor, good interpersonal relations skills, and positive and optimistic outlook.
• Ability to establish and maintain positive working relationship with management, peers, employees, and vendors.
• Excellent communications skills (both oral and written).
• Adheres to all federal, state and credit union regulations and policies.
  
  
  

Education And/Or Experience

• High School Diploma
• Bachelor’s degree in business or related field, or equivalent experience
• 3-5 Financial Services experience
• 1 to 3 years of Member Sales Specialist experience or equivalent role