Member Experience & Solutions Specialist

broadviewfcu; City of Albany (NY); On-site; USD 36,000 - 48,000; Full time

Job summary

Broadview Credit Union seeks a dedicated front-line team member to welcome members and visitors, delivering professional service to deepen member relationships. You will own the lobby experience, process transactions, detect fraud, and advocate digital channel usage.

The role emphasizes cross-selling, customer education, and ongoing development while aligning with regulatory guidelines and branch goals.

Qualifications

• High school diploma or GED, and customer service experience preferred.
• Proficient in Microsoft Word and Excel.
• Good oral, written and auditory communication skills.
• Good interpersonal skills.
• Must be flexible to work out of any location at any time, as business needs dictate.
• Ability to lift at least 10 pounds and stand for long periods of time.
• Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

Responsibilities

• Provide outstanding member service, in a professional and friendly manner, to all new and existing members or visitors while fulfilling service needs.
• Accurately process financial service transactions while maintaining a cash drawer.
• Act as a first line of defense in detecting and reporting fraud or irregular activities.
• Advocate and build member relationships by engaging in conversations, asking relevant questions, identifying the right solutions, and making recommendations to deepen the member relationship.
• Respond to general member inquiries related to general information, products/services, lending, etc.
• Problem-solve and resolve member issues in a timely manner.
• Promote awareness and education of self-service resources, including all digital channel offerings.
• Actively participate in cross - selling initiatives, campaigns, promotions, and events, in support of branch and corporate goals.
• Seek development opportunities for professional growth by taking advantage of ongoing coaching, job shadowing, mentoring, and training opportunities.
• Achievement of goals and objectives provided by management.
• Ensure compliance with all applicable policies, procedures, and regulatory guidelines.

Skills

Customer service

Communication

Tools

Microsoft Word

Microsoft Excel

Job description

Broadview Credit Union seeks a dedicated front-line team member to welcome members and visitors, delivering professional service to deepen member relationships. You will own the lobby experience, process transactions, detect fraud, and advocate digital channel usage.

The role emphasizes cross-selling, customer education, and ongoing development while aligning with regulatory guidelines and branch goals.