Business Member Support Center - Business Member Support Service Center Representative

Job Title: Business Member Support Service Center Representative
Status: Non-exempt
Reports to: Manager - Business Account and Loan Servicing 
Department: Business Member Support Service Center
Job Code: 11737
Pay Range: $25.40 - $27.00 Hourly 
Location: Hybrid in Sacramento, CA

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are passionate about helping business members succeed through responsive service, thoughtful problem solving, and trusted financial guidance. You thrive in a fast-paced environment where relationship building, operational expertise, and a commitment to service excellence drive meaningful results.

WHAT YOU'LL DO:

• Meet and achieve established performance standards commensurate to grade level with phone efficiency and quality from the Business queue in a fast-paced environment.
• Resolve business member issues relating to online banking, business deposit products, business lending products, and money movement services products.
• Maintain and effectively leverage a thorough knowledge of Golden 1 Credit Union business deposit and loan policy and procedures.
• Engage in conversations centered around business members needs, specifically focusing on credit, deposit, and servicing process needs to assist in growing their business.
• Initiate contact with new members within 3 days of their membership initiation.
• Provide support for all inquiries and requests received through the Business Member Support Center phone queues and email inboxes.
• Demonstrate advanced Credit Union knowledge, ability to resolve issues, digital support, and escalations with minimum guidance.
• Foster a positive and engaging work environment. Inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.
• Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns.
• Maintain a thorough understanding of the state and federal laws and regulations related to credit union compliance that are appropriate to the position.
• Handle general inquiries and questions from members by demonstrating understanding of member needs, concerns, and/or frustrations. Respond by demonstrating care, concern, and an appropriate sense of urgency.
• Perform multiple internal queues and maintain service levels and regulatory requirements.
• Proactively conduct a comprehensive needs assessment for our business members, aiming to identify tailored financial products and services that align with their unique requirements and contribute to their success.
• Deliver exceptional member service while actively listening, efficiently gathering information, understanding member concerns, and resolving issues. ng issues effectively.
• Empathize, clear communication, and provide tailored solutions to ensure member satisfaction and loyalty.
• Educates members about our products to foster loyalty and retention. Identifies opportunities to assist members with Golden 1 product or service offerings and diligently documents interactions in the internal ticketing system.
• Perform routine tasks such as handling inquiries, resolving problems, and maintaining a high-quality customer experience within the bounds of work guidelines, policies, and regulations.
• Identify and implement process efficiencies and escalate procedural updates to Sr. and above for approval. Identify and resolve issues that arise outside of the normal course of business.
• Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
• Productively works to improve the standard way of doing things, anticipating issues to prevent problems before they occur.
• Perform general account maintenance, which may include payment corrections.
• Perform post funding services, such as payoff requests and prepayment penalty calculations.
• Meet production deadlines daily while cognizant with quality and quantity in a fast-paced environment.
• Must demonstrate functional knowledge of all compliance courses annually and must review and pass all regulatory tests and courses pertaining to their job functions including internal credit union policies.
• Assist business members with opening new accounts, ensuring a smooth onboarding experience while identifying opportunities to add value through tailored products, services, and financial solutions.
• Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.
• Participates and contributes to a positive teamwork environment, which encourages team commitment to corporate, division, and departmental goals.
• Perform additional duties as assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree or equivalent educational or professional experience within the financial industry required
• 2+ years professional experience in financial services, preferably in in contact center environments required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=2349

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.