Personal Banker/Financial Services Representative (Santa Ana)

General Summary

The Financial Service Representative (FSR) is based in a branch. This position works within established guidelines to perform sales and service activities. Provides prompt, professional and accurate information to members and potential members in opening new accounts, securing loans, as well as cross-selling Credit Union products and services to meet members’ needs and increase member satisfaction.

Principal Accountabilities

• Member Experience: Develops member relationships by providing high-quality sales and service to each individual member and works with new and existing members to identify their financial needs, and assists them in the selection of the appropriate financial products and services. Provides an exceptional service experience consistent with Credit Union standards; resolve member complaints quickly and accurately; responds to member inquiries on the phone and in person. Provides timely closing of loans through consistent follow-up of loan approvals.
• Maintains quality service standards set by the organization while meeting or exceeding monthly assigned sales goals.

Develops member relationships

• Identifies member needs and promotes appropriate credit union products and services. Generates outbound telemarketing calls; identifies member needs and promotes appropriate credit union products and services.
• Explores existing account relationships in order to identify potential services and/or account sales opportunities. Generates and closes identified sales opportunities with new and existing members to include the solicitation of loans, new accounts, and other credit union products and services.
• Completes tasks and responsibilities relating to enhancing member relationships to increase member service.

Member Experience

• Interviews member to determine appropriate product/account/service to establish. Complies with all positive identification regulations for establishing new account holders.
• Provides an exceptional service experience consistent with Credit Union standards; resolve member complaints quickly and accurately; responds to member inquiries on the phone and in person.
• Communicates the loan disposition to member (approved, counter-offer, denied). Creates loan documents and obtains member signature(s).
• Disburses new loan and completes follow-up tasks. Discusses and refers Business Loans.

Business Development

• Attends onsite events. Develops and expands member relationships – expanded client base thru business development, on-sites, and community and networking events.

Ensures compliance

• Ensures compliance with all applicable laws, regulations, and Credit Union policies and procedures as they relate to assigned products, including, but not limited to, Truth In Savings and Fair Credit Lending Practices.

Qualifications

• High School education or equivalent.
• Knowledgeable in new accounts and lending policies and procedures.
• Solid knowledge of sales and referral technique a must.
• Working knowledge of personal computers also required.
• Requires two to three years of financial institution experience in New Accounts, Sales and Consumer Loan origination to gain the necessary knowledge, skills and abilities to handle all aspects of the position or equivalent.