Financial Service Representative

About the role

Our Financial Service Representatives play a crucial role in delivering extraordinary experiences to members—both current and prospective—across all communication and service channels. This position ensures prompt and accurate responses while fostering strong, positive relationships. It requires a high level of expertise in executing complex financial transactions, managing member accounts, and processing loan applications with precision and compliance. The role leverages advanced product knowledge to provide tailored financial solutions, consistently exceeds quality assurance benchmarks, and upholds the highest standards of service excellence.

As a non-NMLS registered position, the Financial Service Representative does not provide detailed information on Home Equity Lines of Credit or Mortgage Loans but contributes significantly to overall branch success and member satisfaction.

Responsibilities

• Maintain strong product and industry knowledge, consistently achieving high scores on knowledge assessments to ensure exceptional member service.
• Follow service protocols, actively listen to member concerns, and use available credit union tools to efficiently serve members on phone calls and in person.
• Engage with members to determine financial needs and deliver customized solutions through credit analysis and expert product knowledge.
• Drive sales growth by participating in advanced development initiatives, maintaining licensure for specialized services, and exceeding performance benchmarks in loans, memberships, and account openings.
• Build partnerships, represent the organization in the community, and stay current on consumer credit trends to support branch and organizational success.
• Maintain a thorough understanding of organizational security protocols, including physical security, confidentiality, and compliance with regulations.

Culture

All Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position. We are committed to ‘bettering lives through our passion to serve’—this includes everyone, from our team members to the people in the communities we serve. We foster an inclusive environment where everyone can thrive and be successful by appreciating each other for our differences and ensuring strong connections.