Financial Services Representative I

3 weeks ago

Tarzana, United States Logix Federal Credit Union Full time

Overview:
The **FSR I** is responsible for creating an incredible “first impression” to all who enter the branch and for working with new and existing members to identify their financial and or service needs, then ensuring that they are matched with the appropriate branch resource (teller, FSO, Service or Sales Manager).

**Responsibilities**:

- Develops member relationships by providing high-quality sales and service to each individual member and works with new and existing members to identify their financial needs, and assists them in the selection of the appropriate financial products.
- Must consistently follow FSR protocols established through the Member Experience initiative.
- Responsible for consistently staffing the concierge station and ensuring alternate coverage when away from the station.
- Greets all individuals who enter the branch and establishes eye contact. Members needing assistance are greeted by standing up, walking to the individual and introducing yourself.
- Works with both new and existing members to identify their financial needs, then based upon the particular need determines via the FSR Matrix the available skilled employee to handle the transaction.
- Ensures that if multiple visitors arrive simultaneously that each is acknowledged through eye contact and is assisted in the order they arrived.
- Determines the amount of wait time and offers the option to the member/visitor of waiting or setting an appointment.
- Records all appointments into the FSO appointment calendar.
- Maintains awareness of the FSO Shared Branch Calendars to ensure efficient daily operations.
- Documents all assisted member transactions into the Member Service Log.
- Monitors time members/visitors are waiting and notifies the Branch Manager or Branch Service Manager if the wait time exceeds the original estimate.
- Invites member who choose to wait to have a seat, directs their attention to the news screen and makes them aware of the coffee station.
- Contacts identified employee who will provide assistance and personally introduces them to the member/visitor.
- Supports the achievement of the retail branch office sales goals through the personal selling of savings and other depository products.
- Processes member transactions efficiently, accurately, and in a timely manner including the opening of new accounts.
- Responsible for quality and accuracy of all work performed.
- Maintains cash drawer in accordance with assigned cash limits and policy and procedures, balances own daily work and may assist with the daily branch balancing procedures. Accurately completes all related documents.
- Notifies the Branch Manager (or Branch Service Manager if they are not available) of every new account opening and/or potential Platinum Relationship Reward level transaction as it is occurring. (If no member of management is available, no additional action is necessary. )
- Monitors the coffee station and ensures the area remains clean and well stocked. Contacts designated employee for making new coffee when necessary.
- Prepares Thank You cards on a daily basis for the FSOs. (Utilizes member profile and personal comments provided by the FSO. ) Provides the cards and member profile to the Branch Manager for review before mailing.
- Contacts members via telephone that appear on the branch 10-Day New Account report. Verifies that the member is satisfied with the current state of the account and determines if they have any issues/questions that must be resolved.
- May demonstrate and cross-sell a variety of credit union products and services including Web BillPay, Direct Deposit, E-Statement, and Online Banking as well as additional deposit products such as shares, checking, money market and certificate accounts.
- Participates in marketing campaigns and member awareness seminars.
- Responds to member's sales and service inquiries either in-person, by telephone, and by mail.
- Resolves routine issues and directs complex issues to the appropriate staff member.
- Ensures compliance with all applicable laws, regulations, and Credit Union policies and procedures as they relate to particular products and services, including but not limited to Truth In Savings, Bank Secrecy Act and others that may apply. Participates in staff development programs, in support of the Credit Union's commitment to continuous improvement in sales, service, quality and teamwork
- Performs routine office and clerical duties such as; maintaining accurate and current files; ordering checks from suppliers; and other such duties as may be assigned.
- May assist teller transaction duties & responsibilities.
- Must consistently report to work on time, as scheduled.
- Other duties as assigned.

Qualifications:
Education
- Education Level Preferred: 4 Year / Bachelor’s Degree
- Description: Bachelor’s Degree preferred

Knowledge, Skills & Ability
- A working knowledge of teller/new accounts functions & activities
- A demonstrated ability to deliver exce

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