Senior Personal Service Counselor

Job Summary

The senior personal service counselor (SPSC) is responsible for assisting members in all assigned phases of savings and lending functions. The SPSC is also responsible for training, leading, coaching, and exceeding referral and sales goals.

Job Responsibilities

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.

• Maintains responsibility for accurately processing financial transactions and being an effective source of information for our customers in lobby, drive-thru window or by telephone.
• Provides friendly, professional, confidential, and effective assistance to customers and company associates assuring a positive experience and minimizing wait time.
• Engages with members to build relationships, identify financial needs and opportunities, and refer appropriate products and services that are in the best interest of the member.
• Performs financial (or cash and monetary instrument) transactions and initiates and completes all assigned phases of savings and lending in an efficient and accurate manner, provides supporting documents and proper documentation in member files, as defined by regulatory requirements and savings and lending policies and procedures and the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act).
• Opens and maintains all member related accounts, member deposits, and service related accounts including Individual Retirement Accounts (IRA).
• Educates members by demonstrating a high level of knowledge and understanding regarding features and benefits of Credit Union products and services.
• Serves as primary trainer and on-going mentor for Personal Service function.
• Maintains responsibility for daily balance of cash drawer.
• Works universally and collaboratively to achieve overall branch objectives.
• Performs underwriting, receives approval, and documents loans; provides follow up on loan performance in order to assure proper regulatory compliance.
• Proactively follows up on existing and potential membership appointments and loan leads and promotes the Credit Union to grow the business through outbound calls, community outreach, and networking.
• Researches, troubleshoots, and resolves member inquiries and concerns.
• Maintains current knowledge of Credit Union products and services, procedures, policies, and promotions and integrates them into daily activities and member conversations.
• Protects the Credit Union, all its assets and maintains member privacy by complying with safety, security, and legal and regulatory requirements.
• Prepares various management reports.
• Performs title work, insurance updates, lien perfections, and garnishments as necessary for the branch.
• Provides feedback to branch manager on performance of branch personnel.
• Participates in community and onsite events or visits to enhance new and existing business opportunities.

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High school diploma
• Minimum of 4 years of related professional experience
• Federal registration with the Nationwide Mortgage Licensing System and Registry and Notary Public Certifications (may be obtained after hire through training)

Knowledge, Skills, and Abilities (KSA's)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Passionate commitment and drive to deliver exceptional service to internal and external members.
• Interpersonal skills, including the ability to influence and build rapport.
• Courage and confidence to initiate conversations with members.
• Organizational, listening, problem solving, and verbal and written communication skills.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job's functions.

• General in-office environment
• May work at multiple branches based on needs; work schedule may differ from week to week in terms of days worked and hours.

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary manner up to 8 hours daily.
• Ability to lift up to 30 pounds.
• Ability to operate routine office equipment including telephone, copier, facsimile, and calculator.

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.