What are the responsibilities and job description for the Member Services Representative position at Everence?
Professionally represent Everence Federal Credit Union (EFCU) to members and future members. Provide an excellent member experience by welcoming members, resolving problems, and uncovering financial needs for referrals to the appropriate individual or line of business.
Accurately and efficiently process member service requests and the opening of new memberships/accounts in a courteous, confidential, and professional manner. Research and respond to member inquiries. Promote EFCU products and services by proactively engaging in conversation with individuals, organizations, and businesses by following our “Service to Sales” process, helping members achieve their everyday banking needs.
RESPONSIBILITIES AND DUTIES
- Provide the best member experience possible by being courteous and efficient with all members, in person or over the telephone.
- Provide in-person support to the Mount Joy office team.
- Maintain a comprehensive understanding of all products and services offered through study and use whenever possible.
- Adhere to Everence F.A.I.T.H. values: Focused, Accountable, Innovative, Trustworthy, Helpful.
- Identify cross-selling opportunities across the credit union and larger financial services team by asking members open-ended questions.
- Contribute to the overall sales performance of the office team.
- Educate members and refer Everence products and services that meet our members’ needs.
- Open/close memberships/accounts and negotiate Certificates of Deposits/IRAs.
- Onboard new members with follow-up telephone calls, email messages, and/or mailings to ensure the use of various products and services.
- Contact members and prospects to update records, cross-sell, and deepen relationships.
- Complete training as assigned.
- Participate in regular office meetings.
- Adhere to policies and procedures including but not limited to security and transaction verification. Adhere to the Anti-Money-Laundering Policy established to comply with the provisions of the Bank Secrecy Act (BSA) which includes the 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:
Minimum high school diploma or equivalent
Experience:
- Basic understanding of credit union operations
- Customer service experience and/or experience in financial services preferred
Skills and Abilities:
- Ability to provide exceptional service
- Professionalism, honesty, integrity, and good listening skills to build rapport and relationships
- Strong interpersonal, communication, and organizational skills
- Accuracy and attention to detail with mathematical aptitude and analytical skills
- Ability to exercise good judgment, solve problems, offer sound advice, and cross-sell products and services
- Ability to operate related computer applications and business equipment (experience with customer databases a plus)
- Adaptability to changing workflows and ability to remain positive and productive in a fast-paced environment
- Availability to work based on branch scheduling needs
SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Full-time
