Auburn Branch - Branch Business Member Support Specialist

TITLE: BUSINESS MEMBER SUPPORT SPECIALIST STATUS: NON-EXEMPT REPORT TO: BRANCH MANAGER DEPARTMENT: BRANCH CHANNEL DELIVERY JOB CODE: 11886GRADE: 17HPAY RANGE: $24.50 - $26.50 HOURLY GENERAL DESCRIPTION: The Branch Business Member Support Specialist serves as the primary point of contact for business members in the branch, providing exceptional service and expert guidance on business deposit products, lending solutions, and money movement services. This role proactively engages business members to assess their financial needs, resolve inquiries, and deliver tailored solutions. When not working on business accounts, the specialist functions as an MSS III, assisting with branch platform operations, consumer transactions, and member financial consultations. TASKS, DUTIES, FUNCTIONS: Serve as the main resource for business members, handling inquiries, account servicing, loan processing, and escalations. Assist business members with online banking, ACH setups, credit solutions, and financial products tailored to their needs. Conduct proactive outreach to new business members to enhance engagement and foster lasting relationships. Process commercial loan servicing requests, including payment corrections, amortizations, and payoff calculations. Collaborate with internal teams (lending, treasury management, account servicing) to provide comprehensive financial solutions. Provide consultation on business deposit accounts, lending options, and digital services, ensuring members are enrolled in the appropriate channels. Effectively navigate software applications while maintaining accuracy and compliance with state and federal regulations. Identify fraudulent activity and escalate issues in accordance with established protocols. When not assisting business accounts, fulfill MSS III duties, including consumer transaction processing, financial advising, loan applications, account openings, and platform operations. Maintain proficiency in Golden 1 products, services, policies, and compliance regulations. Approve financial transactions and signature cards within authorized limits. Mentor and coach junior team members to promote a strong service culture. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: Effective oral and written communication skills required to interact with staff and members to perform follow-up on research requests, inquiries, and concerns. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment such as a personal computer, facsimile machine, and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: INTERNAL: Regularly engage in verbal and written communication with various departments, including ACH departments, Wire Department, BMS department, Business Relationship Officer, Commercial Loan Reps, IT Help Desk, Deposit Account Servicing, Financial Advisors, Member Development Officers, Call Center (MSCC), Fraud Management, Learning and Development, and Digital Team. Internal discussions primarily revolve around research topics. EXTERNAL: Corresponds effectively and professionally in consultative conversations with Golden 1 business members and prospective business members via Business Online Platform, secured messaging, e-mail and telephone. QUALIFICATIONS: EDUCATION: Bachelor’s degree or equivalent work or educational experience in banking, preferably servicing business and commercial loans preferred. EXPERIENCE: Minimum two plus years of prior experience in a banker role at another financial institution or customer relationship building role required, plus and 1 year as a Member Service Specialist II, teller role or business product banking role at Golden 1 or another financial institution preferred. KNOWLEDGE / SKILLS: Advanced understanding of federal rules and regulations related to Credit Unions, compliance and financial services. Solid grasp of commercial loan products, business deposit accounts, and lending servic…