Rome or Vienna Premier Services Senior Member Service Representative

Why join this team

Deliver an exceptional, relationship-focused banking experience to UNFCU's premier and high-net-worth members. Serve as a trusted advisor and primary point of contact, and build and deepen member relationships through proactive outreach, consultative financial conversations, and personalized service solutions. Independently resolve complex member inquiries, account and loan issues, and executive-level escalations while ensuring timely follow-through and service recovery. Partner closely with internal business units, including Mortgage, Wealth Management, and Member Experience teams, to identify opportunities that support members' financial goals and strengthen long-term engagement with UNFCU.

This role is only open to current employees working in the Rome or Vienna Offices. This is a hybrid position, with the expectations of being on-site twice a week.

For candidates working from the Rome office, this position is governed by the Italian Banking Collective Bargaining Agreement (CCNL Credito). The gross annual salary for this position is expected to be in the range of EUR 52,700 – EUR 65,930, depending on the candidate’s qualifications, professional experience and skills.

What you'll do

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Utilize the service excellence model to provide a memorable member experience with each interaction.
• Utilize the service excellence model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
• Research and resolve complex member account and loan issues, ensuring timely resolution, proactive communication, and effective service recovery.
• Manage escalated member inquiries and executive-level service requests, serving as the primary point of contact through resolution while strengthening member relationships.
• Keep abreast of changing/new regulations, UNFCU products, procedures and technology.
• Verify eligibility of prospective members, establish new memberships, and open new accounts.
• Perform opening and maintenance activities on accounts and memberships in accordance with compliance regulations.
• Respond to member telephone and email inquiries and requests. Prepare responses to member correspondence in accordance with UNFCU’s Corporate Communication Guidelines.
• Provide overrides and signing of official checks, and initiate wires within authority limit.
• Conduct proactive outreach to support member onboarding, retention, and relationship deepening initiatives, including welcoming and engaging professional and retired staff who have recently established membership with UNFCU, following up on member inquiries, certificate maturity outreach, and other strategic initiatives.
• Focus efforts on primarily high net worth members which are identified via internal criteria.
• Closely partner with Mortgage team on onboarding new mortgage members effectively while focusing efforts on ensuring awareness around UNFCU products and services.
• Build strong relationships with Copper Financial and make appropriate referrals when applicable to better support our members’ financial goals.
• Responsible for executive workflow escalations which includes researching and being the contact for the member for service recovery as well as take the opportunity to build the relationship for future interactions.
• Ensure all SLAs are met in assigned departmental queues such as VIP, Priority, Premier and others as needed based on workload.
• Partner and participate in UN Affairs and Partnership events to build relationships and continue to serve as the contact for SOIs and UN Staff on banking needs.
• Proactively reach out to high-net-worth members focused on deepening and retaining relationships. These activities include but are not limited to share certificate maturity outreach, cross sell, and other outreach projects that may arise.
• Remain flexible with our high-net-worth member demands which may include working outside normal business hours due to time zone differences globally.
• Maintain confidentiality of all member account information.
• Participate in Credit Union training programs.
• Perform additional responsibilities as assigned.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
• Maintain awareness of and report suspicious activity
• Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
• Complete annual BSA/AML/OFAC training

What we're seeking

• High School diploma or equivalent
• 5-7 years of customer service experience in banking
• Computer proficiency and working knowledge of MS Office
• Knowledge of regulations pertaining to accounts, service, confidentiality, disclosure requirement and lending
• Strong service orientation
• Excellent oral and written communication skills
• Ability to multi-task in a fast-paced environment
• Flexibility to accommodate the needs of a global membership base, including occasional adjustments to work schedules to support members across multiple time zones

Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.