Member Solutions Specialist

Rivermark offers 100% employer paid medical / dental and optional vision insurance for employees.

We also offer a 401(k) retirement savings plan.

Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.

Summary Engages members and educates them about Rivermark's products and services.

Provides service and support to members by handling requests that are sometimes routine in nature.

Seeks out opportunities to provide members with new or underutilized products and services. Primary Duties & Responsibilities 1.

Provides exceptional member service including making eye contact, welcoming and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice. 2.

Monitors lobby traffic to ensure members are being helped in a timely and welcoming manner. 3.

Consistently establish rapport, explain solutions, define needs and recommend action during each member interaction. 4.

Processes loan requests from all channels.

Interviews for additional loan options, complies with loan policies and procedures, prepares documents and books loans.

Actively cross-sells Credit Union products and services throughout the loan process. 5.

Completes onboarding activities for all new members and / or loans. 6.

Takes ownership of every interaction whether it requires a call back, extended research or assistance from other teams until complete. 7.

Assists members using the Personal Teller Kiosks (PTKs).

Educates members to make them comfortable and competent using the interactive technology. 8.

Possesses override capabilities and increased transaction limits. 9.

Assists members with online banking issues and offers other technical assistance regarding electronic devices.

Resets passwords, challenge questions and PINs for members according to procedures. 10.

Balances daily transactions and verifies cash totals.

Investigates and resolves out-of-balance conditions. 11.

Acts as a leader in sales, product knowledge, member solutions and work ethic. 12.

Actively participates in personal performance coaching sessions with management team. 13.

Follows the Credit Unions written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses. 14.

Monitors and replenishes branch supplies as requested. 15.

Continuously improves individual level of competency through training and development via established educational programs. 16.

Skillfully handles and resolves difficult member situations for member satisfaction within appropriate guidelines and procedures.

Enlists management in successful member resolution, if necessary. 17.

Ability to make follow-up calls or emails to members regarding promotions, products and services. 18.

Responds to member documentation requests as requested. 19.

Seeks ways to streamline work processes and continuously improve the Credit Union. Rivermark is a proud EEO employer.

We welcome applicants of all backgrounds including minority and underserved populations. We celebrate and value diversity in the workplace.