Member Specialist II

Summary: The Member Specialist II provides dual function support across the teller line and platform, processing member transactions while also opening accounts and assisting with member needs, flexing between functions based on member traffic, branch priorities, and overall service needs.  This position engages members in consultative conversations to identify their financial needs and provide appropriate membership solutions, products, services, and lending options, while supporting Member Specialist I development and assisting branch leadership with operational activities.

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Essential Duties and Responsibilities:

The Member Specialist II is expected to maintain proficiency in all essential duties and responsibilities of the Member Specialist I position, in addition to performing the responsibilities listed below. The Member Specialist II works with greater independence, handles more complex member and operational needs, and provides guidance and support to Member Specialist I employees.

Build and maintain trusted member relationships through consultative conversations, needs-based recommendations, timely follow-up, and continued engagement.

Identify opportunities to deepen relationships by recommending appropriate products, services, digital capabilities, and lending solutions that support members’ current needs and long-term financial goals.

Research and resolve account discrepancies, service issues, transaction concerns, and escalated member matters within established authority, taking ownership through resolution and coordinating with other departments as needed.

Establish new membership and deposit accounts and manages consumer lending from application through funding, including evaluating needs, obtaining documentation, communicating credit decisions, and executing loan documents within established authority.

Train and support Member Specialists I and provide day-to-day guidance, coaching, and procedural assistance.

Support branch leadership with audits, balancing functions, overrides, cash and vault activities, operational reviews, branch opening and closing activities, quality-control reviews of membership and loan documentation, and special projects.

Review and approve preapproved and instant approvals loans within their assigned limit.

Help identify operational trends, recurring member issues, training opportunities, process improvements and make recommendations for resolutions and efficiencies.

Exercise sound judgement in identifying and escalating matters requiring leadership attention, including operational concerns, employee or member matters, and emerging risks.

Represent Noble Credit Union in the community by participating in community events, financial wellness activities, educational programs, employer and partner events, and other outreach opportunities as needed to build relationships and increase awareness of Credit Union products and services.

Comply with all applicable laws, regulations, Credit Union policies, and safety, security, and compliance programs, including but not limited to BSA, AML, OFAC, privacy, branch security, and safety requirements. Maintain awareness of suspicious activity, fraud, money laundering, identity theft, and other potential risks, and report or escalate concerns in accordance with established procedures.

Perform all other related duties as assigned.

Supervisory Responsibilities:

This position does not have direct supervisory responsibilities.

High school diploma or general education degree (GED); two-year college degree preferred. Minimum three years’ experience conducting monetary transactions and related financial experience; or equivalent combination of education, experience and/or training.  Experience coaching or training others preferred. Spanish speaking preferred.