Senior Business Support Representative (Project Management)

Responsible for ensuring business member satisfaction through multiple platforms of communication to build and maintain member relationships.
Performs a variety of specialized clerical, administrative and operational support duties for business members; completing the identification, development and management of products to support our existing and new business members.

A Senior Business Support Representative is distinguished from a Business Support Representative in that employees in the former job handle the processing of more complex business account issues and fraud situations and serve as a technical resource to other employees. A Senior Business Support Representative will serve as a mentor and lead for other employees and will train new and existing Business Support Representatives.

Job Description

Essential Duties and Responsibilities

• Utilizes advanced knowledge of products and services to provide alternative solutions to members with more complex business account situations, including, but not limited to; resolving business account issues, business lending and credit card issues, resetting and issuing business online banking credentials, providing statement information, assisting with balance transfers and payment issues, processing pay off requests and disputing fraudulent transaction; follows through to ensure member satisfaction.
• Provides guidance and support to other members of the department for the resolution of member issues, problems and questions.
• Works collaboratively with the entire Business Solutions team to provide support on development, maintenance and administration of policies and procedures, testing and department training.
• Provides department management with executive reporting to include, ACH originations, staff productivity reporting, and new business account and loan product reporting. Other reports as assigned.
• Documents and processes work, including but not limited to, verifying for accuracy and completeness,
• Provides leadership and ongoing training to others in the Business Support Center area.
• Reviews and tracks Business Solutions call center reports and monitors Business Support Representatives' call activity for coaching opportunities
• Informs and advises members of status or enhancements to current account productivity and suggests resolution on account disputes and other account activity.
• Provides members with product information, referrals for suggested products, and guidance for utilizing services
• Assists department staff with documentation preparedness, scheduling appointments, authorizing access for business online banking and ensures business agreements/resolutions are current
• Maintains in-depth understanding of Credit Union deposit products and services, as well as a working knowledge of loan products and educates members and employees on new business services or products offered by the Credit Union.
• Answers inbound calls from both members and Credit Union employees.
• Performs research and troubleshoots errors.
• Reviews and verifies accuracy and completeness of business organizational and legal documentation.
• Documents and processes departmental work, including, but not limited to; filing required documents and completing monthly assigned tasks.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.

An equivalent combination of education and experience may be considered.

Education Requirements

High School or GED - Required

Experience Requirement

3 Years - Financial industry operations experience - Required

2 Years - Experience with business accounts - Required

Skills/Abilities

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one's own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in general office environment in a financial services facility.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.