Financial Services Rep - Member Engagement Center (San Diego)

General Summary

Provide exceptional member service; using Automated Decision Systems, process loan applications and fund loans; establish new memberships and open new accounts. Respond to member inquiries timely and accurately. Actively promote, explain and cross-sell credit union products and services, and actively participate in all promotional/referral programs. Develop, expand and retain member relationships. Coordinate sales efforts with the appropriate department (Insurance, Financial Services, etc.) as needed. Achieve assigned goals.

Principal Accountabilities

• Absolutely ensure exceptional member service; adhere to all Regulatory/Compliance policies and manage associated risks.
• Accurately input all new account and loan information.
• Provide regulatory disclosures to all members.
• Provide exceptional member service.
• Extensively know credit union products, services, policies and procedures and refer members' appropriate products and services that will benefit their financial needs.
• Comprehensively understand lending products and regulations.
• Accurately quote rates, terms and fees.
• Accurately and timely process loan applications, including Automated Decision Systems and any subsequent processes, associated with resulting decisions.
• Ensure all required forms are properly completed and signed.
• Inform members of loan decision.
• Timely and accurately fund approved loans.
• Provide required disclosures.
• Frequently follow-up on pending loans in the Branch queue on a daily basis, as assigned by Branch Manager or delegate.
• Ensure comments are updated regularly and information is thorough.
• Accurately and timely set-up all account types and services including Payroll Deduction, Direct Deposit, ATM or Visa check card, etc.
• Provide required disclosures.
• Responsible for initiating retention efforts on large withdrawals and account closeouts.
• Refer to Management staff for additional retention assistance.
• Address and resolve member's concerns and inquiries.
• Carefully coordinate interactions with other departments, as needed.
• Control and safeguard assigned cash drawer, keys and combination.
• Must comply with all State and Federal regulations that pertain to job functions.
• Assume responsibility for promoting credit union products and services and achieving all assigned sales goals.
• Participate in all CCU promotion/referral programs and meet assigned sales goals.
• Prepare and submit accurate sales tracking reports in a timely manner.
• Identify member financial needs to maximize cross-sell opportunities.

Qualifications

• Education/Certification: High school graduate with some college – AA preferred.
• Required Knowledge: PC literate, including word processing/spreadsheets (Microsoft Word and Excel preferred). Knowledge of regulations related to financial institutions.
• Experience Required: Consumer lending experience preferred. Two years customer service/sales experience in a financial institution. Knowledge of regulations related to financial institutions.
• Skills/Abilities: Excellent verbal and written communication skills. Excellent sales skills.
• Working Environment/Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate in a general business office with daily interaction with members, co-workers, and management. May include sitting for extended periods of time, frequent up/down motion, reaching downward or overhead from a sitting position, stooping, or bending.