MEMBER SERVICES REPRESENTATIVE I - FLOATER

Purpose

Builds and broadens member relationships through needs-based cross-selling in a sales and service culture. Interacts with members for deposit and loan product and service needs. Performs administrative functions related to deposit and loan products and services. Responds to and resolves/satisfies member inquiries, requests, problems and complaints accurately and timely. Creates sales plans in support of production goal attainment. Maintains a professional and courteous manner in all interactions with members and co-workers. Floats between branch based on member and staffing needs. Maintains current knowledge and complies with Credit Union policies and procedures. Perform duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Essential Functions & Responsibilities

• Serves members primarily through face-to-face channels following the GUEST model for sales, but also occasionally through electronic channels such as phone, email, and online.
• Builds member relationships and broaden member use of Credit Union products and services through needs-based cross-selling via face-to-face interactions, follow-up phone calls, and outbound calls.
• Obtains and maintains a high level of knowledge and understanding of Credit Union products and services to satisfy member needs and build stronger member relationships.
• Interviews members and takes loan applications in compliance with Credit Union policies and procedures and in support of the Credit Union’s sales and service culture.
• Assists members with the consumer loan product(s) questions, including, but not limited to consumer secured, unsecured and real estate loans and related debt protection products.
• Maintains and manages loan pipeline as necessary, including, but not limited to moving approved loans to the funded status.
• Compiles and scan new loan and membership documents timely and accurately.
• Interviews members and open new memberships and new accounts in compliance with Credit Union policies and procedures and in support of the Credit Union’s sales and service culture.
• With assistance, develops personal production plans in support of obtaining assigned production goals.
• Services existing accounts and loans through daily interactions with members.
• Acts as a team player in order to execute referrals from colleagues.
• Responds to member questions regarding Credit Union products and services.
• Responds to member problems and/or complaints appropriately and request assistance as needed to resolve problems and acknowledge and respond to complaints.
• Maintains a professional and courteous manner with members and co-workers in all interactions.
• Performs notary duties, if applicable, in compliance with Credit Union policies and procedures.
• Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer.
• Responsible for complying with and maintaining current knowledge of Credit Union policies and procedures.
• Works in the spirit of the credit union’s Vision, Pillars, and Team Organizing Principle both internally and externally.
• Performs other duties as assigned.

Qualifications, Requirements, & Skills

The qualifications, requirements, and skills below are representative of those required to successfully and satisfactorily perform the essential duties and functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and functions.