Owner Solutions Professional

Northern Credit Union; City of Watertown (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading credit union seeks an Owner Solutions Professional to enhance member experiences through exceptional service delivery. This role involves supporting member transactions, improving service efficiencies, and promoting the credit union's core values. Candidates should possess a two-year degree and relevant experience, with a focus on communication and technological skills.

Qualifications

• 6 months to 2 years of related experience required.
• Strong communication skills and ability to work independently.
• Knowledge of credit union products and services.

Responsibilities

• Provide remote service delivery support for member transactions.
• Ensure quality service through various delivery channels.
• Perform audits and recommend improvements.

Skills

Communication

Multi-tasking

Technological proficiency

Education

Two-year college degree or specialized training

Job description

Join to apply for the Owner Solutions Professional role at Northern Credit Union

Through Humble, Hungry and People Smart Virtues, the Owner Solutions Professional enhances the experience for members and internal owners by exhibiting versatile, professional, and efficient attributes as well as drive to deliver the “WOW” member service experience to become the Standard of Excellence. The Owner Solutions Professional will provide remote service delivery support to internal and external owners for member transactions, ACH processes, SEG payroll, debit and credit card practices, account maintenance and electronic services.

This professional will improve overall service efficiencies by ensuring quality and accuracy of operations through quality control reviews, maintaining updated policies and procedures, effectively identifying opportunities to improve processes and proactively raising awareness of changes to Credit Union guidelines in support of Northern’s strategic direction, mission and vision.

Essential Job Functions:

1. Proactively serve as a role model and demonstrate individual commitment to Northern’s Ownership philosophy by:

• Exhibiting high energy, a positive attitude, creativity and passion for member service.
• Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
• Engaging in the recommendation of enhancements to further promote Northern’s Culture and the Standard of Excellence for member service.
• Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements.
• Taking every opportunity to build or enhance member relationships and contributing to their financial well-being.

Effectively and efficiently ensure quality service through various service delivery channels including but not limited to phone, Video Banking, Text or Chat programs by utilizing the Credit Union’s website and digital banking:

• Actively educating internal and external Owners through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels.
• Performing member transactions with accuracy.
• Researching, resolving, and notifying members regarding inquiries such as IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc.
• Reviewing, approving, and processing checks deposited through electronic service delivery channels including ATMs, Mobile Banking, Remote Deposit Capture, etc.
• Performing account maintenance and collecting proper documentation for member requests such as dividend adjustments, account conversions, linking accounts, deceased accounts, etc.
• Maintaining and troubleshooting for various accounts and services.

Demonstrate knowledge and understanding of the overdraft program, educate members, and make fee reversal recommendations.

Regularly verify member information in systems and ensure the quality and accuracy of team operations by:

• Performing audits and recommending improvements.
• Coordinating with internal owners for document retrieval and account opening or maintenance.
• Reviewing, developing, and documenting processes and procedures.

Assist with internal investigations related to controls, losses, or potential risks.

Other Job Functions:

Promote Northern's Core Values, participate in organizational duties, provide professional communication, and support community engagement. Flexible hours including evenings and Saturdays are required. Continual personal development and adherence to policies are essential. Some travel and telecommuting are involved.

Qualifications, Skills and Experience:

A two-year college degree or specialized training, 6 months to 2 years of related experience, strong communication skills, ability to work independently and in teams, multi-tasking ability, technological proficiency, and knowledge of credit union products and services are required.

Physical Activities and Requirements:

Includes finger dexterity, talking, average hearing, repetitive motions, and visual acuity. Work is primarily sedentary with no hazardous conditions.

Mental Activities and Requirements:

Includes reasoning, mathematical, and language skills necessary for effective job performance and communication.

Compensation:

Hourly wage ranges from $18.70 to $24.55, based on experience and skills. Northern Credit Union is an Equal Opportunity Employer.