TITLE: BUSINESS MEMBER SUPPORT SPECIALIST
STATUS: NON-EXEMPT
REPORT TO: BRANCH MANAGER
DEPARTMENT: BRANCH CHANNEL DELIVERY
JOB CODE: 11886
GRADE: 17H
PAY 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:
1. Serve as the main resource for business members, handling inquiries, account servicing, loan processing, and escalations.
2. Assist business members with online banking, ACH setups, credit solutions, and financial products tailored to their needs.
3. Conduct proactive outreach to new business members to enhance engagement and foster lasting relationships.
4. Process commercial loan servicing requests, including payment corrections, amortizations, and payoff calculations.
5. Collaborate with internal teams (lending, treasury management, account servicing) to provide comprehensive financial solutions.
6. Provide consultation on business deposit accounts, lending options, and digital services, ensuring members are enrolled in the appropriate channels.
7. Effectively navigate software applications while maintaining accuracy and compliance with state and federal regulations.
8. Identify fraudulent activity and escalate issues in accordance with established protocols.
9. When not assisting business accounts, fulfill MSS III duties, including consumer transaction processing, financial advising, loan applications, account openings, and platform operations.
10. Maintain proficiency in Golden 1 products, services, policies, and compliance regulations.
11. Approve financial transactions and signature cards within authorized limits.
12. Mentor and coach junior team members to promote a strong service culture.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Effective oral and written communication skills required to interact with staff and members to perform follow-up on research requests, inquiries, and concerns.
2. 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:
1. 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.
2. 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:
1. EDUCATION: Bachelor’s degree or equivalent work or educational experience in banking, preferably servicing business and commercial loans preferred.
2. 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.
3. KNOWLEDGE / SKILLS:
a. Advanced understanding of federal rules and regulations related to Credit Unions, compliance and financial services.
b. Solid grasp of commercial loan products, business deposit accounts, and lending services.
c. Strong consultative skills for identifying business members’ needs and recommending tailored financial solutions.
d. Experience in deposit fulfillment, cash handling, account servicing, and customer engagement.
e. Ability to independently resolve member inquiries and conduct proactive financial assessments.
f. Effective oral and written communication skills with an ability to present a professional image to management, staff, and business members.
g. Excellent organization, time management, and problem-solving abilities in fast-paced environments.
h. Ability to work independently and collaboratively while exercising sound judgement in decision-making
i. Strong adaptability to changes in responsibilities, processes, and industry standards.
j. Skilled in Microsoft Office Suite and other financial applications.
k. Proficient in business and banking systems.
PHYSICAL REQUIREMENTS:
1. Prolonged standing throughout the workday. A teller stool is provided as may be needed
2. Ability to lift up to thirty pounds.
3. Ability to frequently move about the branch to accomplish tasks.
4. Corrected hearing within normal range. A telephone device to enhance hearing will be provided if needed.
5. Corrected vision in the normal range.
6. Possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including an adding machine and typewriter, if needed.
LICENSES / CERTIFICATIONS: Certified Notary Public, if required for specific branch.
THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.
REV. 2/11/2026
