Member Services Representative

1 week ago

Lititz, Pennsylvania, United States Everence Services, Full time
POSITION SUMMARY
Professionally represent Everence Federal Credit Union (EFCU) by providing an exceptional member experience. Welcome members, process transactions efficiently, resolve issues promptly, and identify financial needs for appropriate referrals. Accurately handle transactions, service requests, and new account openings with courtesy, confidentiality, and professionalism. Proactively engage members and the community through our "Service to Sales" approach to promote EFCU products and services that support their everyday banking needs.

RESPONSIBILITIES AND DUTIES

  1. Provide the best possible member experience by being courteous and efficient with all members, whether in person or over the telephone. 
  2. Provide in-person support at the Landis Homes office through banking transactions, member requests, and on-site events. 
  3. Maintain a comprehensive understanding of all products and services offered by studying and using them whenever possible.
  4. Adhere to Everence's core values.
  5. Identify cross-selling opportunities within the credit union and larger financial services team by asking members open-ended questions.
  6. Contribute to the overall sales performance of the office team.
  7. Educate members and refer Everence products and services that meet our members' needs. 
  8. Manage memberships and accounts, and negotiate Certificates of Deposit and IRAs.
  9. Onboard new members through follow-up phone calls, email, and/or mailings to promote the use of various products and services. 
  10. Contact members and prospects to update records, cross-sell, and strengthen relationships.
  11. Complete training as assigned.
  12. Participate in regular office meetings. 
  13. Process member transactions, including deposits, loan payments, transfers, cashier's checks, cash advances, stop payments, etc.
  14. Adhere to policies and procedures, including but not limited to security and transaction verification. Follow the Anti-Money-Laundering Policy established to comply with the provisions of the Bank Secrecy Act (BSA), which includes Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR), and Monetary Instrument Log; USA Patriot Act; and regulations from the Office of Foreign Assets Control (OFAC).

QUALIFICATIONS

Education: 

High school diploma or equivalent

Experience: 

  1. Basic understanding of credit union operations
  2. Customer service experience and/or experience in financial services preferred
  3. Cash handling experience

Skills and Abilities:

  1. Ability to provide exceptional service
  2. Professionalism, honesty, integrity, and strong listening skills to foster rapport and build relationships
  3. Excellent interpersonal, communication, and organizational skills
  4. Accuracy and attention to detail, along with strong mathematical and analytical skills
  5. Ability to exercise good judgment, solve problems, offer sound advice, and cross-sell products and services
  6. Ability to operate relevant computer applications and business equipment; experience with customer databases is a plus
  7. Adaptability to evolving workflows and maintaining a positive, productive attitude in a fast-paced environment
  8. Availability to work according to branch scheduling needs

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Part-time (24 hrs/week)

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