First Financial Federal Credit Union

Job Description

Job Title: Financial Services Representative (FSR) I, II, III

Department: Branch Office

Reports To: Branch Manager

Salary Grade(s): 5, 6, 7

EEO-1 Job Class:  5 - Administrative Support Workers 

FLSA Status:  Non-exempt

☒ Full-time

Location:  Branches  

☐ Telework Work Possible (if checked) 

Important: See Telework Policy for Additional Criteria

Function:

To represent the credit union to potential, new, and existing members. To complete the steps necessary to establish accounts and services. To understand the features and benefits of our services and products and to be able to effectively relate them to members through cross selling.     To establish rapport conducive to enhancing member relationships with the credit union. Support Branch Managers in daily branch operations. Provide support to all credit union departments. To perform all responsibilities of the position in support of our Core 4 Values.

Position Requirements:

Duties:

Delivers excellent member service by

• Responding to members in a knowledgeable, friendly, positive, and professional manner
• Demonstrating excellent communication techniques for successful interactions
• Demonstrating empathy and a positive mindset
• Working to achieve a personalized and convenient member experience
• Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical

Shares and shows support for a variety of digital and online tools and resources.

Demonstrates a sense of responsibility, initiative, and dependability.

Strives for flexibility, resiliency, and adaptability to daily challenges. 

Ability to comprehend training and apply knowledge to daily interactions.

Works independently and collaboratively in support of branch operations.

Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.

Adheres to information security procedures & maintains confidentiality. 

Follows all policies and procedures as established by the credit union, including but not limited to:

• Cash Handling, Dual Control, & Balancing 
• Check Holds and Fraud prevention
• BSA & AML Regulatory Requirements 

While assigned to a branch, assists with staffing at other branches as needed.

Works to achieve goals in support of the Core 4 Values of the Credit Union.

RESPONSIBILITIES

FSR I:

• Processes member transactions.
• Effectively utilizes features of Teller Capture in processing checks. 
• Applies basic knowledge of Microsoft Office Suite.
• Ability to navigate credit union systems, key to daily functions of the position.  
• Answers questions & prints documentation relative to routine inquiries.  
• Consistently demonstrates a positive mindset within the branch and in all interactions
• Refers unusual requests or inquiries to appropriate staff members.
• Assists with end of day balancing procedures.
• Maintains functional work area by stocking forms, supplies, brochures, etc. 
• Advises supervisor of service needed or non-functioning equipment. 

FSR II: 

• Accurately processes member applications/requests and documents in CRM; performs self-review of work. 
  • Opens accounts for all share types with related services; closes accounts
  • Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening 
  • Performs file maintenance of data on existing accounts; adds joint owners to accounts
  • General understanding of loan products to begin participating in loan referral program
  • Completes paperwork for removing and changing joint owners of accounts
  • Issues debit and credit cards  
  • Completes forms as applicable based on member request
  • Obtains instructions and inputs data for wire transfers
  • Provides notary services
  • Processes other requests of similar complexity
• Focuses on business development to retain long-term relationships by
  • Establishing rapport and serves as a valuable link between members and the credit union
  • Utilizing opportunities to deepen relationships by aligning credit union products with member needs
  • Encouraging members to recommend the Credit Union to their family members and eligible co-workers. 
• Assists members in understanding account activity, answers questions, and helps to resolve concerns.
• Provides routine support to other departments.
• Assists the Marketing Department in representing the Credit Union at on-site visits.  

FSR III: 

• Seeks opportunities to advance level of responsibility.
• Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.

• Provides support for death claims.
• Assists with monitoring pending work folder and daily calendar.
• Processes complex transactions and requests along with opening special accounts
  • IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
• Competent in fraud prevention and detection.
• Ability to assist with report management and participates as a project team member.
• Establishes a foundation of leadership skills through
  • Self-sufficiency, maturity, and responsibility
  • Engagement as a role model for staff and as an active participant in daily operations 
•  Performs in the capacity of a Member Services Representative or Operations Specialist.
  • Provides phone assistance to call center and enters corresponding CRM event
  • Process member requests generated from calls or correspondence
  • Contacts members requesting additional information, clarification, or problem resolution

FSR IV:

• Consistently demonstrates leadership skills. 
• Demonstrates proficiency in cross selling and loan referral techniques.
• Takes an active role in supporting branch management including branch & ATM balancing.
• Provides peer review of completed work.
• Develops expertise in account functions, understands, and analyzes transaction data, navigates account records, file maintenance history, etc.
• Displays excellent time management skills and use of downtime.
• Demonstrates strong reasoning and decision-making skills; exercises good judgement.
• Processes remove joint requests on accounts.
• Provides overrides up to level 7 and approves wire transfers.
• Assists in the training and coaching of new FSRs. 
• May serve in the capacity of vault supervisor.
• May assume the role of an Assistant Branch Manager under the supervision of a Branch Manager.

Each level of FSR is competent in duties and responsibilities of preceding level(s).

Performs other related duties of similar scope and complexity.                                                   

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.