The Business Services Support Specialist is a member service and support role working directly with treasury services, accounts, and inquiries for business members to positively impact member service. The role works under the direction of the Business Services Manager and assists other members of the Business Services Team as needed. A primary function of the role is to support in the execution of NWFCU's business strategy and growing market share by retaining and deepening member relationships through providing exceptional member experience and support that is knowledgeable, timely and professional. A key component of this service is identifying products and services that realize members' unmet needs. Has responsibility for risk and compliance requirements by ensuring timely and accurate compliance to procedural, policy and regulatory requirements.
Responsibilities
Working knowledge of departmental and Credit Union's products and services
Maintain department policy and procedure documentation accordingly
Provide member support for business banking products and services, including Business Online Banking, Treasury Services, and Business Deposit accounts
Research and resolve business customer inquiries via Online Secure Messaging, email, and telephone
Proactively recognize member needs for additional services
Adhere to department performance metrics to ensure service levels and member expectations are consistently achieved
Communicate process improvement, efficiency and member service improvements ongoing to supervisor
Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
Provide exceptional member experiences
Provide operational oversight, support, and resolve escalated requests
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
Other duties as assigned
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Qualifications
Required
High school diploma or equivalent
Minimum 2 years' financial institution or business banking experience
Proven member service, sales, and problem resolution techniques
Effective interpersonal, verbal, and written communication skills
Working knowledge of NWFCU, Federal and state regulations required by the National Credit Union Association
Ability to interact effectively with all levels of the organization and/or with members
Ability to communicate with tact and diplomacy and to exercise sound judgment, logic and initiative while maintaining member confidentiality
Ability to use standard banking and office equipment and systems; working knowledge of Microsoft Office products
Adaptable to change
Ability to build collaborative relationships
Ability to work as part of a team
Ability to work on-site in our Herndon, VA headquarters, Monday through Friday 8AM to 5PM.
Preferred
Demonstrates a basic understanding of Excel, and or other Microsoft suite of products
Prior knowledge of Salesforce or CRM case management
Strong written and verbal communications skills
Ability to adapt to multiple tasks from internal and external customer requests
Desire to learn and adapt with changes in technology
Additional Compensation
Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.
EEO Notice
Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.
NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.
