Responsible for presenting and explaining credit union products and services to members and assisting them to utilize these products and services. Assist members in resolving account related problems by recommending solutions that will meet and/or exceed their requests. Build member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals. Communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner. Provide highest level of caring, personalized service and quality products, while staying abreast of members’ needs and expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
In accordance with prescribed methods and operating policies and established practice, the Senior Member Service Representative:
Greets and interviews members to determine financial needs. Suggests and explains appropriate deposits, lending and investment products. Describes and recommends suitable insurance products and automated services. Directs members to appropriate staff member or department.
Processes a variety of financial transactions for members including the opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, filing insurance claims, issuing certificates, drafts and other negotiable instruments.
Responds and researches member inquiries regarding the operation of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, and assisting members to make the most effective use of automated services.
Explains the features and benefits of credit union electronic services and approves applications. (Debit Card, Voice Response, Online Bill Pay, Online Banking, Direct Deposit, ACH Debit/Credit and Payroll Deduction)
Performs clerical duties such as photocopying, faxing, processing incoming and out going mail, filing, notary services and signature guarantee.
Performs all lending functions as required at the branch level.
Provide leadership guidance for staff.
May be responsible in training new Financial Services Officers in all financial service transactions and procedures.
Performs various duties to provide members Safe Deposit services.
Assist Branch Manager and Assistant Branch Manager with branch operations may include opening and closing branch, order cash, verify loan packets, and other supervisory duties as assigned.
Refer problems that are beyond authority level to a supervisor or manager, along with the details of the situation and recommendations.
Follow established credit union policies and procedures, government rules and regulations, and visitor and security guidelines.
Performs other duties as assigned.
Must fully understand credit union products and services and be able to cross-sell members to use these products and services. Must fully understand the factors considered in the credit qualification process, and the appropriate steps to insure compliance with applicable regulations. Accurately completes system input to obtain valid credit scores. Must be competent and comfortable in the sales environment. Cooperative and positive attitude toward members, potential members and credit union staff. Maintains professional appearance and demeanor. Understands the importance of "first responders' role in the overall image and service satisfaction of members, and continuously works to maintain a high satisfaction standard. Telephone experience preferred in customer service, as well as ability to communicate clearly.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); and a minimum of two years related experience and/or training; or equivalent combination of education and related experience. Thorough knowledge of credit union's computer system for performing basic input/output tasks including Word and Excel desired.
Ability to read and comprehend documents such as credit bureau reports, tax returns, loan agreements, bankruptcy papers, and debt obligation documents such as judgments. Ability to write professional business communication. Ability to effectively present information in one-on-one and small group situations to members, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to define needs/problems, collect data, establish facts, and draw valid conclusions.
OTHER SKILLS and ABILITIES:
Ability to operate standard office equipment and tools, such as a computer, calculator, fax machine, telephones, and photocopier.
Familiar with the differences in products and services offered by other financial institutions to those by the credit union.
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 sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The employee frequently is required to walk. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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.
While performing the duties of this job, the employee occasionally works near moving mechanical parts.
The noise level in the work environment is usually moderate.
The employee is occasionally required to write letters, negotiate, use basic and complex numeric calculations, be creative and become resourceful in resolving problems and challenges. The employee frequently is required to be alert, precise, solve problems, be persuasive, exercise sound judgement, take initiative, and analyze situations. This high volume job also requires the ability to handle stressful situations.