What are the responsibilities and job description for the Loan and Member Service Representative II position at Bethpage?
Bethpage has a commitment to excellence and the highest standards of member service. Our values and beliefs are critical to the success and growth of the business, and they were all created with a unique cultural foundation.
Expected salary range for this position is $52,223 - $70,502 annually.
Responsibilities Include :
Leadership
Embrace a culture of change, agility, inclusiveness, and innovation that aligns to Retail and the organization’s vision and strategic goals.
Collaborate with the supervisory team to set clear objectives for the branch and each employee; monitor progress and track results.
Promote a balance between the employee and member experience by engaging with the team to support a positive environment.
Inspire others to grow and develop to build bench strength.
Operations
Manage the day-to-day operations of the platform unit and at times the teller unit. This includes monitoring appropriate cash levels, daily proof, member escalations and supervisory risk assessment for member transactions.
Ensure that the branch representatives effectively process transactions by utilizing Bethpage systems in accordance with established policies and procedures. This encompasses account openings and maintenance of consumer, business, and fiduciary accounts. Lending responsibilities include submitting applications, disbursements, maintenance, and loan closings including for Home Equity products. IRA’s, NYS Notary, resolving member issues and performing all financial transactions including teller transactions.
Demonstrate a strong working knowledge of operational procedures and policies to be able to assist with complex tasks and situations.
Guide the LMS and teller teams to make sound decisions that adhere to all policies, procedures, and regulatory banking requirements. Ex : making determinations for check holds while adhering to funds availability policy.
May act in the capacity of the Head Teller / Teller when necessary or as the lead supervisor based on branch needs.
Employee Experience
Collaborate with the supervisory team to effectively onboard new employees.
Engage with the team to drive positive employee experiences.
Transfer learning to the team through direct development or leveraging other training / development opportunities available.
Provide coaching and career development conversations with direct reports on a consistent basis. This may include creating development plans, performance improvement plans, and disciplinary actions as needed.
Coach and develop the branch representatives to be a trusted advisors who can effectively use a consultative sales approach to assist with growing the branch market.
Member Experience
Develop teammates to provide exceptional member experiences by cultivating relationships, identifying member needs to make beneficial recommendations and warm transfers to branch representative or business partners. Which includes :
Making sound recommendations for products and services. This includes referring members to business partners.
Analyzing / researching account / loan data and resolving issues.
Conducting interactions that includes professionalism, accuracy and timely follow up.
Work with the team to have the ability to communicate with members to share knowledge and information.
Features and benefits of products and services.
Technology and self-service options.
Marketing promotions.
Business partner services.
Contribute to the management of the branch traffic flow with lobby management. This includes welcoming members, checking in members waiting for platform services, and at times assisting to ensure that the teller and drive-up traffic are managed with limited wait times.
Compliance
Collaborate with the supervisory team in maintaining branch controls. This includes, but is not limited to branch self-audits, reconciliations, daily proof, daily reports, verifying currency, balancing individual cash box / cash recyclers (TCR), CTR’s and SAR’s.
Adheres to policies, procedures, and banking regulations.
Identifies and manages emerging risks and fraud trends to minimize exposure to members and Bethpage.
Complies with all aspects of Bank Secrecy Act, Anti-Money Laundering, Office of Foreign Asset Control.
Strategy
Participate in the overall success of the branch, Retail Banking and organizational goals by meeting or exceeding assigned performance goals and metrics.
Collaborate with the supervisory team to create, implement, and manage strategies.
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