Customer Service Representative

Job Summary: We are seeking a highly skilled Customer Service Representative to join our team at Sunbelt Federal Credit Union. As a key member of our sales and branch operations team, you will be responsible for providing exceptional service to our members, handling a variety of financial transactions, and promoting credit union products and services.

Main Responsibilities:

• Creates, maintains and enhances member relationships, ensuring an exceptional member experience.
• Maintains in-depth knowledge of Credit Union products, services, policies and applicable regulations.
• Effectively interview members and potential members independently, asking questions and listening carefully to determine the appropriate SFCU products and services to offer.
• Presents products and services in a positive, professional and knowledgeable manner, enabling inquiring individuals to make informed decisions.
• Opens new savings, checking and money market accounts, verifying personal identification to prevent fraudulent activity and providing regulatory disclosure information on new and other specific types of accounts.
• Identifies needs, develops financial relationships, and consistently provides members with opportunities for appropriate loan and deposit products and services.
• Maintains and balances a cash drawer, adhering to Credit Union policies and procedures.
• Prepares and evaluates information reflecting the current credit worthiness of members and prepares consumer loans for underwriting approval based on SFCU lending policies and procedures.
• Generates and processes loan applications for all consumer lending products, vehicle loans, credit cards, signature loans, and share and certificate secured loans, notifying applicants of loan decisions.
• Has a basic understanding of credit reports and SFCU's loan agreement for discussion with members, effectively cross-selling more complex loan products that may be referred to more experienced member service staff.
• Assists members with servicing loans by processing items such as payoffs, refinances, payment extensions, and payment due date changes.
• Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant, ensuring that loan requests are properly documented.
• Supports the credit union's mission, vision, strategic goals, quality initiatives, and service standards, striving to meet individual goals by effectively cross-selling products and services.
• Resolves member problems independently and escalates more complex problems or situations to a higher authority for appropriate resolution.
• Operates the ITM (Interactive Teller Machine), providing teller assistance to customers and enhancing their interactive banking experience via video technology.
• Projects good customer relations while conveying a positive banking/customer service experience utilizing video technology.
• Facilitates the ITM process for customers, providing step-by-step guidance through the ITM process, validating all checks presented for cashing or deposit to protect the credit union and the member from loss.
• Assists customers with routine teller machine transactions, such as cash and check deposits, cash and check withdrawals, transfers, loan payments, and account balance inquiries, recommending other bank products and/or services to meet customer needs.

Requirements:

• Fluency in English required.
• Excellent customer service and interpersonal skills.
• Effective communication skills with the ability to multi-task while maintaining attention to detail and operating several computer programs to ensure transaction integrity.
• Knowledge of, or the ability to quickly learn banking software applications.
• Working knowledge of SFCU's products, services, policies, and procedures.
• Understanding of federal laws and regulations that govern financial institutions.
• Basic understanding of computer applications and software.
• Must possess strong basic math skills, accuracy, and attention to detail.
• High School Graduate or Equivalent (GED).