Member Service Representative

4 weeks ago

Conshohocken, Pennsylvania, United States TruMark Financial Full time
Job Title: Member Service Representative

TruMark Financial Credit Union is seeking a highly skilled Member Service Representative to join our team. As a key member of our branch operations team, you will be responsible for delivering exceptional member service to both existing and potential members.

Key Responsibilities:
  • Effectively educate and uncover member needs while delivering extraordinary member service.
  • Thoroughly understand and able to complete the Tru-Service sales conversation in a competent manner.
  • Able to solve for members immediate need by having a strong understanding of Trumark's products, services, and programs.
  • Actively educates members on existing and new products and services, discussing the benefits and features and how they provide a solution to their current and future needs.
  • Identify new member opportunities through the TruMark at Work program, networking, community/volunteer events, etc.
  • Ensure that all policies and procedures are followed when setting up or enrolling members into new products, services, or programs.
  • Complete loan applications, including interviewing loan applicants, verifying that all necessary forms are accurately completed, and processing loan requests.
  • Regularly uncover members with investable assets and refer them accordingly to the assigned financial consultant.
  • Stay current with the usage of technology, such as iPads and smart phones, and demonstrate their usage to members to help them leverage alternative delivery channels when appropriate.
  • Support the call center during high volume periods.
  • Process all retail service transactions, including all teller functions.
  • Perform duties at other branch locations when necessary.
  • Effectively handle service complaints and escalate appropriately.
  • Prevent controllable losses through strict compliance with all security and compliance policies and procedures.
  • Perform Home Equity Settlements and print out Home Equity Loan Settlement Packages.
  • Maintain a minimum of a 'Satisfactory' rating in all goals.
  • Remain active in credit union training programs and complete the position's present curriculum as outlined.
Requirements:
  • A High School diploma or equivalent, with a good mathematical aptitude.
  • Minimum of 1 year of branch or equivalent experience with a financial institution.
  • Continuing education preferred.
  • Ability to communicate professionally and effectively, both orally and in writing, with members and employees.
  • Excellent attention to detail and organizational skills with the ability to perform expeditiously and accurately without constant supervision and frequent interruption.
  • Excellent technical aptitude.
  • Ability to learn all aspects of the credit union.
  • Basic knowledge of MS Office.
  • Nature of position creates the possibility of temporary or permanent reassignments within TruMark Financial's branch office network.
  • Must have conflict resolution skills.
  • Flex time may be necessary to accommodate the needs of the branch to include nights and weekends.
  • Being a team player that is considerate of other employees.
  • Ability to multi-task under pressure.
Knowledge, Skills, and Abilities:
  • Strong oral and written communication skills.
  • Strong presentation skills.
  • Strong knowledge of banking products, services, and systems.
  • Knowledge of selling practices and activities.
  • Knowledge of banking principles and practices.
  • Strong computer skills in a Microsoft Windows environment, including proficiency in Word and Excel.
  • Ability to speak and write clearly to effectively convey information to others.
  • Ability to give full attention to what others are saying and make effective judgments as to prioritizing and time allocation.
  • Ability to work independently with little supervision.
Physical Requirements:
  • Ability to sit for long periods of time up to 90% of work hours.
  • Ability to use hands to grasp, handle, or feel.
  • Ability to use computer keyboard and system to enter data and process information.
  • Ability to read a computer screen at a close distance.
  • Ability to read, talk clearly so that others understand, hear, comprehend the written and spoken word, and see.
  • Ability to use telephone to communicate with others.
  • Ability to use office equipment such as personal computer, telephone, mobile device, webcam, copier, etc.
  • Ability to lift up to 10 lbs. at least 10% of work hours.
Working Conditions:
  • Moderate sound as in business office with office machines, computers, and people traffic.
  • Open floor work environment.

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