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, ensuring prompt and accurate responses while fostering strong, positive relationships. This position requires a high level of expertise in executing complex financial transactions, managing member accounts, and processing loan applications with precision and compliance. The Financial Service Representative is also responsible for leveraging advanced product knowledge to provide tailored financial solutions, consistently exceeding quality assurance benchmarks, and upholding 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 is expected to contribute significantly to overall branch success and member satisfaction.

Responsibilities

• Maintaining strong product and industry knowledge, consistently achieving high scores on knowledge assessments to ensure exceptional member service.
• Consistently following service protocols, actively listening to member concerns, and using available credit union tools to efficiently serve members on phone calls and in person.
• Actively engaging with members to determine financial needs and delivering customized solutions through credit analysis and expert product knowledge.
• Driving sales growth by participating in advanced development initiatives, maintaining licensure for specialized services, and exceeding performance benchmarks in loans, memberships, and account openings.
• Building partnerships, representing the organization in the community, and staying current on consumer credit trends to support branch and organizational success.
• Maintaining a thorough understanding of organizational security protocols, including physical security, confidentiality, and compliance with regulations.

Qualifications

• Strong product and industry knowledge with ability to achieve high scores on knowledge assessments.
• Proven ability to follow service protocols and use credit union tools effectively.
• Skill in engaging members to determine financial needs and delivering customized solutions through credit analysis.
• Capacity to drive sales growth, participate in development initiatives, and exceed performance benchmarks.
• Ability to build partnerships, represent the organization in the community, and stay current on consumer credit trends.
• Thorough understanding of organizational security protocols, confidentiality, and regulatory compliance.