Member Solutions Specialist

This position is responsible for going beyond processing transactions by responding to member requests with an enthusiastic and investigative mindset. The Member Solutions Specialist will help establish relationships with members to understand their financial goals, identify solutions, and connect them to the appropriate teammate who can provide education and solutions to help fulfill their financial well-being. Maintaining composure with a positive attitude in a high production and changing environment will be critical in contributing to a positive member experience within a dynamic team setting.

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

Open sub-share accounts or other products as needed

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. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act.

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

Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals

Ability to effectively communicate in oral and written form

Ability to gather, interpret, and solve complex problems

Basic understanding of computer operation and programs