Business Support Specialist

Purpose & Core Values

The primary purpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values.

Position Summary

The Business Support Specialist is responsible for onboarding and ongoing monitoring of Cannabis Choice Cash Service and Business Members. This position will support Business and Cash Management accounts relating to fee monitoring, daily member servicing request, document processing and review, manage reporting, systematically maintain business member products and services, creating risk reviews for ACH module, Wire module, and Business Remote Deposit Capture. The position will work closely with the Business Services, Accounting, Risk Management, Retail teams. As well as Tru Treasury and Commercial Alliance CUSOs.

Core Competencies

• Core Values:
  • Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
  • Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
  • Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
  • United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

• 
  Adaptability/Initiative: Adjusts quickly and effectively to changing conditions and demands, views change as a necessary and inevitable aspect of organizational life as well as an opportunity to learn new things. Is able to take on a variety of different tasks and roles in the organization. Can move in a relatively seamless manner from one task or focus to another and can fill in for other team members when they are absent or are experiencing work overload. Looks for new and productive ways to make an impact/value to the organization and/or team. Demonstrates a positive attitude when faced with organizational change and generates constructive feedback for continuous improvement. Demonstrates a professional demeanor.

Position Competencies

1. Dependability: Makes and fulfills commitments. Has established a pattern of working independently, meeting reasonable deadlines, and accepting responsibility for his or her actions. Willingly makes promises and fully intends to keep them. Arrives at work on time and ready to contribute. Shows up for meetings well-prepared.

2. Delivers High Quality Work: Has established a track record of producing work that is highly accurate, demonstrates attention to detail and reflects well on the organization. Is personally committed to high quality work and encourages others to have similar standards.

3. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

• Review and analyze Cannabis Related Business (CRB) applications. This includes auditing applications for correct and complete required documentation as well as confirming business licenses are active. CRB documentation is substantial for each member and includes licensing, tax returns, business operating agreements to name a few.
• Keep up-to-date document inventories, communicate outstanding needs with members, and upload all documentation to the members account.
• This position supports all areas of Business Services including Business Accounts, Business Loans, Choice Cash, Analyzed Accounts, and Tru Treasury accounts.
• Complete annual reviews of CRB accounts as well as ACH/Wire module and Business Remote Deposit Capture (bRDC) risk reviews. The role is responsible for conducting a full review of the members account history, identification of any red flags and trends, as well as opportunities for relationship expansion.
• Ensure accuracy of monthly fees regarding Choice Cash, MSB, Analyzed, and other Cash Management products and services.
• Serve as a liaison with Tru Treasury for operational account products, services, fees, and member inquiries for new and existing services.
• Other responsibilities include deposit monitoring of business member accounts, exception monitoring, NSF review, assisting with wire transfers, as well account reporting.
• Maintain and manage pipeline reporting for new and current Cannabis Related Businesses.
• Maintain knowledge of regulations and policies to ensure all decisions follow state, federal, and all other legal requirements.
• Serve as a point of contact for Business member needs and adhere to all service level standards for phone call and email communication. Accuracy and professionalism in all correspondence is paramount.

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position.

Remote Work Eligibility

This position is fully eligible for a Hybrid Work Arrangement

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

Education

Associate Degree or equivalent work experience

Experience

Three to five years of direct experience in member service and business services

Skills & Abilities

• Thorough knowledge of financial industry including understanding business ownership structures
• General understanding of Credit Union products and services
• Ability to multi-task and manage priorities effectively
• Ability to maintain professional and effective work relationships with other team members
• Ability to work independently or as a team
• Demonstrated effective member relation skills (friendliness, tact and diplomacy)
• Understanding of State and Federal lending regulations
• Demonstrated excellent verbal, written and phone communication skills
• Demonstrated analytical, decision making and mathematical skills
• Personal computer skills including ability to use Word, Excel, as well as other software.
• Valid Driver’s License

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands

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

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.