Business Experience Specialist

WECU is seeking a Business Experience Specialist to join our Business Experience team located in Bellingham, WA. The position is responsible for supporting Cash Management and business members in boarding and maintaining cash management solutions and assisting Business Banking and Retail in Cash Management needs and support.

RESPONSIBILITIES:

• Maintains Cash Management and Business Account product knowledge to confidently support all offered services.  Cash Management products include Merchant Services, Business Credit Cards, ACH Origination, Business RDC, Positive Pay, Debit Block, Sweep Management, Account Analysis and Business Online Banking.
  • Assists Business Experience Team (BXT) in collecting and processing new applications and service amendments.
  • Assists BXT and Business Banking team in updating or maintaining accounts and services as needed.
  • Responsible for working with internal and third-party vendors and systems to complete product and service boarding and prepare for installation, either self-performed or by team members Prepares new and existing member solutions and training Helps support and achieve department growth goals and member satisfaction metrics.
• Create a superior experience for members through attentive and knowledgeable support for Cash Management and related products and services.
  • First point of contact for technical support to existing members related to cash management products and services
  • Offer initial and ongoing training to business members and their employees in proper use of WECU business solutions
  • Provide member and staff education and guidance in relation to fraud prevention for WECU solutions
• Maintain high member satisfaction through meeting set expectations, responding to support requests in a timely manner, regular follow-up, and documenting requests and resolutions Cultivate a proactive, responsive, empathetic, and efficient support structure.
  • Incorporate new support steps, version updates and solution changes to internal and member facing procedures and support collateral
  • Work with BXT, vendors, and other WECU teams to escalate in-field support and service requests 
  • Maintain inventory of cash management and merchant equipment
  • Identify opportunities for referrals to other products and departments through support requests and member and retail communications
• Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), Customer Due Diligence (CDD), National Automated Clearing House Association (NACHA), and card brand rules daily to ensure compliance with current regulations. Completes mandatory BSA/AML annual training via online web course. 
• Follows WECU’s policies and all applicable laws and regulations. 
• Performs other duties as assigned and may also assist others to complete tasks and work assignments. 

QUALIFICATIONS: 

• BS / BA degree in business management, finance, or related work experience.
• 2+ years’ work experience preferably within the financial services industry with a focus on member-facing product/services support
• Results-focused: You understand that the purpose of this position is to help grow business services for WECU members.
• Strong communicator who couples great listening skills and empathy to support members in potentially stressful situations. 
• Strong and creative problem-solving ability
• Able to balance critical thinking and attention to detail.
• Proven capability to manage and prioritize competing support and service demands both from members, staff, and the Business Experience Team.
• Excellent written, verbal, and presentation skills 

 NOTE: Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.  

COMPENSATION:  

The salary range for this position is from $28.56 to $40.32 per hour. 

WECU provides a comprehensive benefits package that includes medical, dental, and vision benefits, 401(k) retirement plan with an 8% annual contribution from WECU, bonus plan, two or more weeks of vacation, up to 11 paid holidays, paid life and disability insurance, annual wellness benefit, loan discounts, professional development, and much more.

ABOUT WECU: 

WECU is a not-for-profit financial cooperative where members are encouraged to save and borrow responsibly at fair and competitive rates. Headquarters in Bellingham, WA, WECU has over 160,000 members and over $3 billion in assets. 

It is WECU's mission to make a meaningful difference in the lives of our members. We strive to treat both members and staff with honesty and integrity and to be a socially responsible part of our community. WECU also endeavors to be an employer of choice.   

WECU is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace. We make employment decisions based on merit and qualifications and seek to have the best qualified person in every job. WECU policy prohibits discrimination based on race, color, religion, creed, sex, gender, sexual orientation, gender identity, marital status, age, national origin, or ancestry, physical or mental disability, veteran status, genetic characteristics or information, or any other consideration made unlawful by federal, state, or local laws. 

WECU participates in the federal E-Verify program to confirm the identity and employment authorization of all new hires.