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DESCRIPTION/RESPONSIBILITIES: As a Preferred Services Specialist, you will be responsible for providing a world class member service experience to our high-net-worth members while acting as the main point of contact for all Credit Union staff concerning Preferred Services. Assist with member portfolios and administration of accounts, communicating regularly with clients, attend member meetings and presentations and assist with business development plans and presentations. Accountable for staying well informed on credit union products and procedures to ensure clients are taken care of quickly as they need services. Grows strong relationships internally between departments to make sure quick resolutions for a high-level experience for preferred service clients.
Direct Reports: None
HOW YOU WILL MAKE AN IMPACT 60%Display extensive knowledge of core systems and credit union processes to open consumer and small business products, performs all account maintenance and running all types of banking transactions to meet the needs of Preferred Service members. Utilize the Preferred Service CRM system at a high level to assist in lead generation for current and future Preferred Service clients.
15?t as a concierge for the Preferred Service area. Greet, direct, answer phones and video calls, and sets up appointments. Actively seek to understanding members to help the private banking staff. Display a high understanding for providing top level unique service to affluent individuals, including excellent problem-solving skills. Help coordinate member engagements.
15%Assist the preferred service team in achieving growth goals for the department by inputting data, generating reports, identifying member needs, and effective communication with Preferred Service staff. Coordinate and communicate with various levels of private bankers to identify referrals and relationship opportunities. Exhibit high ability to explain products, service, and internal departments to help preferred service clients navigate Interra.
5% Prepare monthly activity reports for the Head of Wealth Services on a monthly basis.
5% Support Preferred Services operations to include, but not limited to, event planning, supply ordering, and maintaining calendars.
-- Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Credit Union Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.
-- If applicable: this position may have additional duties to include bilingual duties noted in the Bilingual Policy.
WHAT YOU WILL NEED TO SUCCEED Experience 3+ years' customer service experience within the financial service industry. Specific experience should include high-level member service.
Education / Certifications / Licenses Bachelor's degree in Finance, Business Administration, or related discipline required (or 3+ years of experience in lieu of degree). Must have and maintain a valid driver's license.
PREFERRED SKILLS * Strong analytical and decision-making skills. * Strong understanding of banking and lending products. * Experience in understanding the financial needs of all types of clients. * Sound knowledge of local market. * Ability to meet deadlines and manage expectations. * Demonstrated strong Community Presence. * Professional level of verbal and written communication skills are essential to the position. * Advanced proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint). * Demonstrated knowledge of Credit Union regulations, products, policies, procedures, and services. * Ability to provide world class member service while executing Interras vision, mission, and delivery of Core Values.
INTERPERSONAL SKILLS * A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confident al nature. * Communications may involve motivating, influencing, educating and/or advising others on matters of significance. * Typically includes subject matter experts as well as first level to middle managers.
COMPETENCIES * Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization. * Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities. * Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome. * Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity. * Self-Motivated - Demonstrates initiative to address challenges, accomplish tasks, and seize opportunities, even when challenged. Demonstrates appropriate urgency and positive attitude while doing so. * Teamwork - Effective team player who adds complementary skills and contributes valuable ideas, opinions, and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.
ADA REQUIREMENTS Physical Requirements * Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. * Must be capable of climbing / descending stairs in emergency situation. * Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. * Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. * Must be able to work extended hours whenever required or requested by management. * Must be capable of regular, reliable, and timely attendance.
Working Conditions * Must be able to routinely perform work indoors in a climate-controlled office with minimal noise.
Mental and/or Emotional Requirements * Must be able to perform job functions independently and work effectively either on own or as part of a team. * Must be able to plan and direct the work activities of self and others. * Must be able to read and carry out various written instructions and follow oral instructions. * Must be able to speak clearly and deliver information in a logical and understandable sequence. * Must be able to perform basic financial calculations with extreme accuracy. * Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. * Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. * Must be able to effectively handle multiple, simultaneous, and changing priorities. * Must be capable of exercising highest level of discretion on both internal and external confidential matters.
ACKNOWLEDGEMENT Nothing in the position description restricts managements right to assign or reassign duties and responsibiliti