Financial Services Representative I, II, Senior

About the Role

Deliver positive member experiences through a consultative, empathetic, and personalized service approach in person and over the phone. Accurately perform requested transactions and member service activities while proactively identifying opportunities and making financial product and service recommendations to meet member needs. Contribute to the credit union’s growth by meeting individual, branch, and business line goals through cross-sales activities.

Responsibilities

• Actively engage with existing and prospective members to create a positive experience consistent with the organization’s values and culture.
• Ensure all members receive prompt, professional, helpful, and courteous service during each interaction.
• Deepen member relationships through expert knowledge of credit union products and services, executing engagement strategies via in-person conversations, relationship calling, and referrals.
• Use a consultative approach and resources like the Member Vision Plan to develop solutions that educate and improve members’ financial well-being.
• Ensure accuracy and completion of all transactions and member service requests as outlined in performance standards.
• Efficiently onboard members, complete outbound call programs, and set appointments to meet member needs.
• Support the Member Service Center with incoming calls as scheduled, monitoring activities and adapting to changes.
• Build relationships by participating in branch promotions and community events.
• Work effectively in a team environment across all organizational levels.
• Perform other duties as assigned.

Requirements

• High school graduate or equivalent.
• Passion for helping people and drive to build relationships that assist members in meeting financial goals.
• Good communication and human relation skills.
• Ability to ask open-ended questions, problem-solve, and provide solutions.
• Ability to develop strong working relationships with coworkers and business line partners through collaboration.
• Must be able to lift 25 pounds.

Qualifications

• Financial Services Representative II (Category 14): Six months tenure in the Financial Services Representative I (Category 15) position, with completion of curriculum and performance meeting or exceeding expectations.
• Senior Financial Services Representative (Category 13): Six months tenure in the Financial Services Representative II (Category 14) position, with performance meeting or exceeding expectations. Directly related work experience and/or accelerated training may substitute for tenure.

Pay

• Category 13: $49,284 - $73,391 annually
• Category 14: $45,633 - $66,624 annually
• Category 15: $42,254 - $60,844 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements. New hire salaries generally fall between the minimum and midpoint of the listed range.

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental, and vision insurance with HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization, and critical illness
• Tuition reimbursement
• Generous leave programs, including Paid Time Off accrual, Paid Sick Leave, and Paid Holidays