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Financial Services Representative

1 month ago

Grand Rapids, Michigan, United States Harborstone Credit Union Full time
Job Title: Member Service Representative

Job Summary:

We are seeking a highly skilled Member Service Representative to join our team at Harborstone Credit Union. As a trusted financial partner, you will help members achieve financial wellbeing by providing expert guidance and support in managing their everyday banking needs.

Key Responsibilities:

  • Recommend and implement lending, deposit, and service charge requests that balance member needs with the needs of the membership.
  • Communicate effectively with members in person, by phone, or by email.
  • Place and receive phone calls related to member business.
  • Follow up with prospects and ask for their business.
  • Participate in branch promotions as assigned.
  • Support branch operational tasks.
  • Conduct general account maintenance and ensure member account information is updated and accurate.
  • Complete basic transactional needs as needed to support member experience.
  • Manage member concerns and understand escalation process when needed.
  • Maintain foundational understanding of all consumer and business-related products and services to effectively refer products and services to members.
  • Perform teller transactions and maintain cash drawer within prescribed cash limits and meet cash balancing requirements.

Qualifications:

  • Demonstrate problem-solving and critical thinking skills by leveraging resources effectively to meet member needs.
  • Be well-versed with credit cards and able to uncover needs and accept applications.
  • Be knowledgeable in mortgage products and services with the ability to refer members appropriately.
  • Demonstrate Member Experience behavior expectations and utilize Member Experience tools.
  • Ability to support training efforts within the branch teams, as applicable.
  • Understand the process of notary, medallion stamps, and signature guarantee services.
  • Leverage external financial educational resources.
  • Knowledge of Harborstone and Business Partners/Vendors/CUSOs partnership and processes.
  • Understand Harborstone's 5-Year Strategic Plan, yearly Business Plan, and Thematic Goal and the strategies required to achieve successful results for the cooperative.
  • Deliberately work to develop and cultivate a growth mindset.
  • Ability to understand, leverage, and build upon key strengths to help in the overall success of the cooperative as part of ongoing personal and professional development.

Experience/Education:

  • Basic Microsoft Office Skills.
  • Holds/Obtains Notary license and performs services for members.
  • Holds/Obtains NMLS training and maintains ongoing knowledge of mortgage process and products.
  • High school diploma.
  • Any equivalent combination of education and experience which provides the applicant with the knowledge, skills, and abilities required to perform the job.