Financial Services Representative I

Member Experience

Provide members with a one stop personalized and frictionless experience to fulfill all their financial needs across different channels. Apply training and utilize available resources to understand the features and benefits of our services and products to effectively relay them to members. Demonstrate initiative and seek opportunities to advance level of responsibility by building knowledge and expertise to advance in assisting members with complex requests. Ability to engage in consultative conversations with members, asking open-ended questions to uncover needs/ life events. Educate and appropriately recommend products and services along with their features and benefits to deepen relationships and become a trusted advisor.

Duties

• Develop expertise to identify and assist members with fraud, account takeover, or identity theft in making necessary changes to protect their account(s).
• Open accounts, perform member maintenance requests, process teller transactions accurately, assist with operational activities and responsibilities as needed.
• Use the CRM (Customer Relationship Management) system and other resources as a tool to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships.
• Identify consumer lending opportunities and partner with centralized lending group to ensure successful member experience.
• Proactively reach out to members to contribute to the retention and expansion of member relationships.
• Aid in resolving ATM system issues affecting member service.
• Manage risk by maintaining compliance with applicable regulations and branch policies and procedures, while demonstrating sound judgment within established limits; maintain confidentiality.
• Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems.
• Support functions such as business development and retention through targeted internal and external interactions, including outbound calls.
• Provide routine support to other credit union departments.
• Participate in marketing efforts through community outreach opportunities.

Position Requirements

• Professional with a positive mindset with ability to develop a rapport and deepen relationships with our members, adhering to confidentiality expectations.
• Detail and service oriented with effective listening and communication skills.
• Ability to work independently and collaboratively.
• Ability to navigate new and existing credit union systems, key to daily functions of the position.
• One (1) or more years of customer service or sales experience preferred. Cash handling experience a plus.
• Industry experience may allow hiring at advanced level. Demonstrated work-related experience may be considered instead of education requirements.
• High School Diploma or GED equivalent required. Ability to obtain and maintain job-related certification if no job-related advanced degree. Meet or exceed continuing professional education (CPE) requirements.