Retail Services Membership Support Processor

What you’ll do:

• Responsible for providing a memorable member experience at each and every touch point.
• Utilizes Service Excellence to deepen connections with members to better understand their needs by asking effective questions and building relationships.
• Investigate member account/, determine action necessary to resolve the issue, and ensure that this action is taken in a timely fashion. Follow up to ensure that the issue is resolved, and keep members informed of the status of their issues.
• Keep abreast of changing/new regulations, UNFCU products, procedures and technology.
• Review a high volume of new membership applications to verify eligibility of prospective members. Responsible for validating member information to ensure documentation conforms to UNFCU’s policies and regulatory compliance (OFAC, Anti-Money Laundering, Chexsystem, etc.).
• Perform opening and maintenance activities on accounts and memberships in accordance with compliance regulations.
• Prepare welcome letters to be sent via postal, email or pouch mail to members due to account maintenance updates.
• Communicate and follow-up with prospective members via email regarding missing/incomplete account documentation/information, and review pending emails in Retail Services queue. Provide response to member inquiries and requests. Prepare responses to member correspondence in accordance with UNFCU’s Corporate Communication Guidelines
• Refer High risk accounts/OFAC Sanctioned for further review by Global AML & Sanction Department.

What we’re seeking:

• High school diploma, college degree preferred
• 3 years of banking experience in a customer service function
• PC proficiency, including MS Office
• Must have knowledge of regulations pertaining to accounts, services, confidentiality, disclosure requirements and lending

What makes you stand out:

• 3 years of banking experience in a customer service function
• Previous experience and knowledge of regulations pertaining to accounts, services, confidentiality, disclosure requirements and lending

Who we are: