Roaming Member Service Rep II

6 months ago

Austin, United States TruWest Credit Union Full time

Live your best (work) life at TruWest Credit Union

Looking for a change from the daily grind? Elevate your career to new heights and join our team as a Roaming Member Service Representative This unique opportunity allows you to work across multiple Financial Service Centers, making a positive impact on members' financial journeys wherever you go. TruWest is searching for motivated individuals that are eager to build genuine connections with members by understanding their unique financial needs and aspiring to provide tailored solutions to meet their goals.


At TruWest, we offer steady work schedules that make it easy for you to plan (work) life around. We offer first day medical, dental, vision and 401(k). We’ll even help you save for retirement by matching your 401(k) contributions. TruWest offers a generous paid time off plan and observes all 11 Federal Holidays which gives you more time to spend on yourself or hanging out with family, friends or furbabies (bonus) Sound too good to be true? Click below to hear about some of the amazing things we do here:

Starting pay: $19.11/hr. Final salary is dependent on a candidate’s experience and qualifications.

Join us and become a vital part of our mission to empower individuals and businesses to achieve their financial goals. Apply now

Travel Details: Home branch is Legend Oaks, requires occasional travel between our Howard Lane and Round Rock Financial Service Centers for coverage. 


Summary of Responsibilities : 
This position is responsible for assisting the membership with TruWest product, service and account information. Responsible for assisting with the financial service center opening and closing duties, teller duties, opening new accounts and deposit products, and loan processing. Responsibilities include verifying information on deposit applications; approving/declining applications for service while assuring compliance with credit union policy and procedures. Effectively manages existing members and book of business, to support the retention and growth of member relationships, through sales of deposit and loan products, and referrals to investment and mortgage products. This position requires monitoring the daily activity, compiling and providing statistical reports on a consistent basis, as well as at month end. Individual must also investigate and handle error resolution, maintain and balance a cash drawer as well as the daily balancing of all negotiable instruments. Individual must present a professional image at all times as well as have the ability to maintain a flexible schedule. Must provide spontaneous service excellence to members, employees and business associates; demonstrating the TruService Philosophy and the values shown on the TruWest Vision, Mission Values card.

Qualifications:

Education: Requires education associated with a high school diploma. Passing of Certifications, A – D of the TruAchievement financial service center Program (if participating in this program).

Experience: This job requires a minimum of one-year Teller II or similar related sales experience, at a financial institution. 

Knowledge and Skills:

Individual must have displayed good sales and referral abilities. Requires advanced knowledge of TruWest products, services and account requirements in order to identify cross-selling opportunities, which will benefit the member. Individual must have knowledge of the credit unions policy and procedures as well as basic lending regulations. Must have the ability to perform math calculations with a high degree of accuracy, good attention to detail, and good knowledge of negotiable instrument elements. Must have intermediate to advanced knowledge of the TruWest computer system, advanced PC skills (including navigating within appropriate websites). Individual must have good verbal and written communication skills, as well as strong customer service and interpersonal skills. Must be able to work with little or no supervision and complete tasks in a timely manner. Must project a professional image, in dress, appearance and behavior.

Primary Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Identify member’s financial needs through profiling and promoting appropriate products and services to maximize cross-sale opportunities and maintain acceptable referral and sales levels (as well as meeting established TruService survey scores). Understands and can perform all Teller related duties. Actively manage the lobby traffic – providing personalized, professional service to all members in an exceptional manner, and seeking out opportunities to exceed member expectations. Actively use the lobby management app, called Lobby Tracker. Accurately complete and process product/service/loan applications for review and evaluation, along with interfacing with members in response to applications submitted. Understand and open all deposit accounts and accurately originate and book applicable loan products; completing necessary documentation for application processing as required by state and federal laws. A good understanding of Business Accounts, IRAs (including Ascensus) and other special accounts and the documents required during account opening. A good understanding of Xpress Accounts and LoansPQ (following up on loan queues and ensuring contact has been made and notes updated to ensure all loans approved, get ultimately booked, unless member cancels). Consistently educate members about their financial choices, by listening, asking about and understanding their needs – responding by offering appropriate financial products/services. Understand and perform the duties of a Notary and Signature Guarantee transactions. Adhere to all credit union policies and procedures, including but not limited to the Bank Secrecy Act, Security Policies, Confidentiality Policies and Human Resource Policies. Responsible for successful outbound sales calls to existing and potential members. Answer incoming calls and assists members with their requests (transferring to the Contact Center, when applicable).  Create and maintain their own “book of business”, following up with applicable members in regular intervals. Come up with ideas for successful sales opportunities, being proactive and effective at problem-resolution.  Source documents, checks and negotiables are properly processed by following established procedures. A good understanding of the electronic check process, and adherence to the anti-fraud check detection software A good understanding of all eServices offered by the credit union, and can effectively demonstrate and/or assist members in signing up for applicable services, including on their own devices (or financial service center PC/tablet).

Secondary Duties and Responsibilities:

Work as part of the team and cooperate with co-workers and Managers, and demonstrates a willingness to assume additional responsibilities. High energy and sales ability during each member contact. Handle member transactions and complete assignments in a timely manner by structuring and organizing work effectively. Communicate effectively with co-workers and members, both verbally and in written form, and maintain a professional interface with other branches/departments. Effectively utilize downtime, in a productive manner.

Perform any other duties, as may be required, to meet credit union objectives.

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