Owner Solutions Professional

Position Objective:Through Humble, Hungry and People Smart Virtues, the Owner Solutions Professional enhances the experience for members and internal owners by exhibiting versatile, professional, and efficient attributes as well as drive to deliver the WOW member service experience to become the Standard of Excellence. The Owner Solutions Professional will provide remote service delivery support to internal and external owners for member transactions, ACH processes, SEG payroll, debit and credit card practices, account maintenance and electronic services. This professional will improve overall service efficiencies by ensuring quality and accuracy of operations through quality control reviews, maintaining updated policies and procedures, effectively identifying opportunities to improve processes and proactively raising awareness of changes to Credit Union guidelines in support of Northerns strategic direction, mission and vision.Essential Job Functions: 1. Proactively serves as a role model and demonstrates individual commitment to Northerns Ownership philosophy by: 2. Exhibiting high energy, a positive attitude, creativity and passion for member service. 3. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. 4. Engaging in the recommendation of enhancements to further promote Northerns Culture and the Standard of Excellence for member service. 5. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements. 6. Taking every opportunity to build or enhance member relationships and contributing to their financial well-being. 7. Effectively and efficiently ensures quality service through convenient service delivery channels including but not limited to phone, Video Banking, Text or Chat programs by utilizing the Credit Unions website and digital banking by: 8. Services: 9. Actively educating internal and external Owners through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels. 10. Performing member transactions while ensuring accuracy. 11. Efficiently educating, researching, resolving, and notifying members regarding inquiries including, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc. 12. Reviewing, approving, and processing checks deposited through electronic service delivery channels up to and including ATMs, Mobile Banking, Remote Deposit Capture, etc. 13. Performing account maintenance and collecting proper documentation for member request, such as, dividend adjustments, account conversions, linking accounts, deceased accounts (including closing if needed), etc. 14. Performing maintenance and troubleshooting for, but not limited to, IRAs, CDs, ACH/SEG payroll deductions, direct deposits, online and mobile banking; debit & credit cards, telephone teller, bill pay, etc. 15. Processing debit card charge-backs and adjustments, posting insufficient fund charges, sending related member communications, and maintaining the general ledger accounts monthly while following established policies and procedures. 16. Overdraft Privilege: 17. Demonstrating knowledge and understanding of the overdraft program, educating members on overdraft services and making recommendations on fee reversals. 18. Responsibly refunding fees associated with Share Draft activity including ODP in accordance with Credit Union guidelines. 19. Regularly pulls reports and verifies the quality and accuracy of member information in appropriate systems for: 20. The debit/ATM and credit card set up including renewal dates, address, contact information, etc. 21. ACH and Share Draft exceptions and annual audits. 22. Ensures the Standar