Senior Member Relationship Specialist

Redwood Credit Union; Santa Rosa (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

Redwood Credit Union in Santa Rosa, CA seeks a Member Relationship Specialist to deliver outstanding service, open accounts, and match member needs with RCU products. You will drive sales, cross-sell services, and process loan applications with accuracy and care.

This role emphasizes teamwork, precise cash handling, and adherence to branch policies, including audits, scheduling, and supporting sales reporting. A customer-focused mindset is essential.

Qualifications

• Thorough knowledge of financial institution products and services, including loans.
• Thorough knowledge of branch operations policies and procedures.
• Skilled in operating office equipment including personal computers with Internet and intranet access.
• Skilled in counting and balancing cash.
• Ability to identify errors and make corrections.
• Ability and desire to work in a team environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group of people.
• Ability to effectively cross-sell products and services using a needs-based sales approach.
• Ability to analyze situations and recommend solutions.

Responsibilities

• Provide excellent service to all Members, volunteers, internal employees, and service providers.
• Cross-sell RCU and RCUSG products and services.
• Open accounts and match Member needs to RCU and RCUSG products and services.
• Research Member problems and respond verbally and/or in writing or direct them to the appropriate person, or department.
• Determine the appropriate loan product(s) to meet the Member(s) needs.
• Obtain information from Member to complete loan application; examine and collect proper loan documents.
• Complete loan-funding process and recommend additional products or services to meet Member(s) needs.
• Balance vault and CDMs.
• Order, receive, and prepare cash shipments.
• May conduct weekly, monthly and quarterly branch audits.
• Assist in branch staff scheduling.
• Oversee branch operations and staff in the absence of branch management.
• Act as a team lead for Member Relationship Specialist and Senior Member Relationship Specialist staff.
• Conduct audits of Credit Union documents and files.
• Perform branch opening and closing duties.
• Assist the Branch Experience Manager and/or Branch Service Manager with the preparation of sales reports.

Skills

Cross-sell products

Customer service

Communication skills

Teamwork

Cash handling

Problem-solving

Job description

Key Responsibilities

Sales & Service

• oProvide excellent service to all Members, volunteers, internal employees, and service providers.
• oCross-sell RCU and RCUSG products and services.
• oOpen accounts and match Member needs to RCU and RCUSG products and services.
• oResearch Member problems and respond verbally and/or in writing or direct them to the appropriate person, or department.
• oDetermine the appropriate loan product(s) to meet the Member(s) needs.
• oObtain information from Member to complete loan application; examine and collect proper loan documents.
• oComplete loan-funding process and recommend additional products or services to meet Member(s) needs.

Operations Management

• o Balance vault and CDMs.
• o Order, receive, and prepare cash shipments.
• o May conduct weekly, monthly and quarterly branch audits.
• o Assist in branch staff scheduling.
• o Oversee branch operations and staff in the absence of branch management.
• o Act as a team lead for Member Relationship Specialist and Senior Member Relationship Specialist staff.
• o Conduct audits of Credit Union documents and files.
• o Perform branch opening and closing duties.
• o Assist the Branch Experience Manager and/or Branch Service Manager with the preparation of sales reports.

Teamwork

• oCoordinate and review work of others as needed.
• o Provide feedback to branch management on the performance of Member Service Associate, Member Relationship Specialist and Senior Member Relationship Specialist staff.
• o Conduct branch staff training.

Join us and discover why you'll love working at Redwood Credit Union!

About Redwood Credit Union (RCU):

At Redwood Credit Union, our mission is to passionately serve the best interests of our Members and communities. Since 1950, we have been dedicated to supporting the financial well-being of our Members through better rates, low or no fees, and best-in-class customer service. Our purpose is to inspire hope and elevate the financial well-being of our communities one person at a time, through good times and bad.

As a not-for-profit financial institution, we are committed to a people-first approach, which is reflected not only in how we serve our Members, but also in how we treat our employees. Our leadership team is deeply focused on fostering a culture of heart and empathy, integrity, passion, inclusion, meaningful relationships, excellence, and ensuring financial well-being for all.

Why work for Redwood Credit Union?

• 21st largest credit union in the U.S. and the largest financial institution based in the North Bay
• Recognized by Newsweek as one of "America's Best Credit Unions 2026"
• Awarded a 5-Star Bauer Rating
• Recognized by Newsweek as one of "America's Greatest Midsize Workplaces 2026"
• Top Corporate Philanthropists (#24) - San Francisco Business Times
• Voted Best Places to Work in the North Bay20 years in a row
• World-class Employee Engagement scores
• Rated Superior in Service by more than 90% of Members, surveyed by SF Gate
• Industry leading Net Promoter Scores across the U.S.

Minimum Qualification: Knowledge, Skills and Abilities

• Thorough knowledge of financial institution products and services, including loans.
• Thorough knowledge of branch operations policies and procedures.
• Skilled in the operation of office equipment including personal computers with Internet and intranet access.
• Skilled in counting and balancing cash.
• Ability to identify errors and make corrections.
• Ability and desire to work in a team environment.
• Ability to communicate effectively both verbally and in writing.
• Ability to establish and maintain effective working relationships with a diverse group ofpeople.
• Ability to effectively cross-sell products and services using a needs-based sales approach.
• Ability to analyze situations and recommend solutions.