Member Service Representative
4 weeks ago
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.
- 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.
- 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.
- 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.
- Moderate sound as in business office with office machines, computers, and people traffic.
- Open floor work environment.
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