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Member Service Representative
2 months ago
General Summary:
Under general supervision, but following established policies and procedures, provides a variety of sales and service functions such as providing information on all Credit Union services and effectively cross-selling the products and services that meet the member's specific needs. Is responsible for managing the day-to-day operations of the branch in the absence of the Assistant Manager (where applicable) and Branch Manager. Supports the Credit Union's membership and asset growth goals by participating in sales campaigns and community outreach events as determined by the Branch Manager. Acts as a sales and service role model for Member Services staff demonstrating high-level listening, sales and problem resolution skills. Supports Branch Manager in creating and maintaining a sales culture within the branch.
Major Responsibilities
Sales: Under the direction of the Branch Manager, drives and supports a strong sales culture and performance in the branch by:
- Meets or exceeds individual sales expectations. Shares success strategies and tactics with member service team members to support branch success.
- Acts as a product knowledge expert. Maintains thorough knowledge of Credit Union's product and service line. Supports product knowledge training efforts of Branch Manager. Facilitates product training sessions at the direction of the Branch Manager.
- Utilizes established sales practices including active listening, probing, and use of relevant features and benefits to generate needs based sales results. Completes all sales follow-up activities to ensure member satisfaction.
- Creates a daily sales focus through the use of huddles, contests, role play, and motivational activities. Ensures that all team members are aware of branch sales results throughout the month. Makes recommendations for activities to improve performance where needed.
- Provides daily direction and/or training to the MSR(s) and greeter to ensure all sales practices are followed with consistency i.e. completion of the Member Assessment, Thank You Notes, follow-up calls for loans and new members, etc.
- Acts as a mentor and coach for greeter and MSR(s) by providing day-to-day coaching and feedback on use of the Credit Union's Service Model, Credit Union branded openings and closings, effective sales tactics, communication skills, and negotiation skills.
- Assists and supports management's outside call efforts by going to the various SEGs and seminars, maximizing all sales opportunities on site.
- Provides general and specific service-related information in person, by phone and/or in writing to potential and existing members concerning the Credit Union's products, services and policies. Provides information including eligibility for membership, types of Credit Union accounts, interest rates, current dividend rates, current promotions, and branch locations and hours.
- Educates members on use of Credit Union convenience products including online banking, ATMs, telephone banking, check cards and ATM cards.
- Takes ownership of member issues to resolution, working with other departments as needed. Fields and responds to questions regarding problem resolution from member service team, greeter and MSR(s), provide appropriate feedback and/or direction.
- Utilizes tact and experience based knowledge to respond and resolve more complex member problems and escalations from Member Services. Communicates information in a manner that safeguards the Credit Union and maintains positive member relations. Escalates issues outside of authority level properly, providing all pertinent information.
- Expertly handles routine member requests including processing outgoing wires, issuing, ordering and stat using ATM and check cards, account balance and history information, and account reconciliation assistance.
- Along with Branch and Assistant Branch Manager, monitors service efficiency levels throughout the day. Schedules activities (lunches, coaching sessions) to optimize member's service experience.
- Assesses the service effectiveness of the branch on an ongoing basis and developing strategies to generate feedback and new ideas to aid in increasing service effectiveness.
Duties include but are not limited to:
- Keeps current on policies, procedures and changes pertaining to the member services department by using the Intranet/Internet, e-mail and other training and information tools available. Keeps abreast of changes in general policies and procedures, products and rates.
- Accurately processes new membership applications and updates. Follows established quality control practices to ensure error-free work. Reviews membership applications of Member Service team members for accuracy and provide appropriate feedback.
- Disburses and packages approved loans following established policies and guidelines. Reviews loans to ensure error-free work. Reviews loan packets of Member Service team members; provides appropriate feedback.
- Adheres to safety and security programs designed to minimize loss relating to fraud and robbery. Follows and contributes to effective Credit Union security by monitoring all member service functions and ensures that member information and computer systems are secure at all times.
- Follows and supports all compliance rules, regulations and policies.
- Ensures the branch is open and ready to conduct business each day and ensuring that the branch balances at the close of each day.
- Responsible for monitoring general maintenance, security and safety of the branch.
- Helps balance and replenish the coin deposit ATM and automatic teller machines.
- Adheres to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information. Completes annual training, where applicable, to remain current with regulations and compliance procedures. Maintains and demonstrates practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
- Ability to lift 25 pounds, sit for long periods of time and use a computer for prolonged periods of time.
- Performs other duties as assigned by Assistant Branch Manager or Branch Manager.
- High school diploma or equivalent GED. Associate degree preferred.
- Minimum three (3) years financial institution experience required.
- Must have experience selling and cross- selling products or services in a financial institution.
- One (1) year experience in outside sales and/or business development preferred.
- Ability to meet and/or exceed sales goals.
- Ability to perform intermediate mathematical calculations.
- Must have excellent verbal and written communication skills.
- If designated as a bilingual position, must be able to pass a Spoken Language Assessment, Spanish Preferred
- Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, 10 key calculator, fax, copier, telephone, etc.
- For traveling to off-site locations, must have reliable transportation, a valid driver's license and a clean driving record.
