Lead Member Service Representative

Duties And Responsibilities

• Responsible for taking care of members and providing consistent solutions to meet their needs.
• Assumes responsibility for the effective and professional performance of Member sales and service-related functions:
• Recommends products and services that assists in meeting Member's financial needs
• Solves Member issues through listening, problem solving, and offering solutions
• Mets or exceeds all sales, service and productivity goals established for this position
• Answers and responds to Member inquiries and questions
• Performs file maintenance and account changes as necessary
• Assumes teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler
• Affords assistance to members both inside and outside and with ITM machines
• Maintains audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities
• Professionally services basic member activity, including, but not limited to:
• Processes changes of address and add additional names to accounts
• Placed check orders and order replacement ATM / debit cards
• Sets up direct deposit and process wire transfers and stop payments
• Processes printouts of statements and check copies as requested
• Opens deposit accounts
• Motivates staff to cross-sell services, provide referrals, and promote automated services
• Provides feedback to sales staff and Branch Manager
• Ensures Member satisfaction by implementing a system to address Member complaints and resolve account-related problems, in the Branch Manager’s absence
• Provides regular feedback and support to department Associates and Branch Manager
• Recognizes and rewards Associates for achievement
• Acts as a role model and motivator
• Proactively offers new services for existing Members and non-Members
• Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members
• Qualifies and originates loan and deposit services for Members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for all qualified non-Member candidates
• Provides financial management and planning services consistent with KEMBA’s goal to promote Members’ financial well-being
• Provides a high level of sales and service support for all inbound Member activity that results from branch visits and/or Member calls
• Maintains an up-to-date status of all sales and service activity with routine reporting to management
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintain and renew the registration in addition to completing related compliance training as directed by KEMBAC
• Closely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and deposits
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions: Communicates with coworkers or peers without exhibiting behavioral extremes
• Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Responds appropriately to criticism from a supervisor

Required Qualifications

• High school diploma or equivalent education and experience
• Three+ years of experience in the Financial Services Industry
• Strong and consistent results for the past year or more in Sales, Service and Controls
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication skills