Personal Financial Representative I

Role: PFR I – Member Service Representative

About the role

The PFR I promotes member financial well-being through engaging members in meaningful conversations to resolve financial inquiries, enrich the member's experience, and deepen their relationship with the Credit Union.

Responsibilities

• Assists members, guest members, and potential members with account inquiries, performs cash and non-cash transactions, and account maintenance while actively listening to and inquiring about needs to provide the ultimate member experience and value-added solutions.
• Assists members and potential members with new credit union memberships, consumer account, and consumer lending inquiries.
• Opens, closes, converts, and/or maintains member accounts; receives and processes applications for all consumer lending offerings to enrich the member experience and deepen their relationship with CapEd.
• Resolves complex member inquiries with a focus on the Brand Promise while utilizing and adhering to company policies. Researches and explores potential solutions to provide alternatives for members. Follows escalation processes to direct members to the appropriate team member as needed.
• Balances cash, checks, and completes daily transactions, account maintenance, and loan applications with minimal errors.
• Maintains expert knowledge of all credit union products, services, and promotions.
• Contributes to efficient Credit Union operations by performing other job-related duties as assigned.

Requirements

• One to three years of similar or related experience.
• A high school education or GED.

Skills

• Brand Promise and Values: To make a difference – every member experience matters. Employees carry out the promise and values of EP!C by being:
  • Empowered – Knowledgeable and trusted to make decisions.
  • Professional – Respectful in creating outstanding experiences.
  • Innovative – Seeking new ideas for positive change.
  • Collaborative – Connecting with each other to implement solutions.
• Contributing to Team Success: Actively participating as a team member to achieve goals.
• Communication: Clearly conveying information and ideas through various media to engage the audience.
• Member Focus: Prioritizing members and their needs to develop and sustain productive relationships.
• Technical/Professional Knowledge: Maintaining up-to-date expertise in position-related areas.
• Sales Ability/Persuasiveness: Using interpersonal styles and communication methods to gain acceptance of products or services.
• Adaptability: Maintaining effectiveness amid changes in work tasks or environment.
• Continuous Learning: Actively seeking and applying new knowledge and skills.
• Decision Making: Identifying issues and opportunities, comparing data, and choosing effective solutions.
• Stress Tolerance: Maintaining stable performance under pressure.
• Work Standards: Setting high performance standards for self and others.

Physical Requirements

The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, use hands to finger, handle, operate, input, or feel; reach with hands and arms in any direction; talk, communicate, converse, exchange information, and hear.
• Must balance, kneel, walk, and stand, occasionally moving and traversing.
• Frequent use of a computer and/or phone, with repetitive motions involving substantial wrist, hand, and/or finger movements.
• Ability to wear personal protective gear correctly.
• Sedentary work: exerting up to 10 to 25 pounds of force occasionally and/or negligible force frequently.
• Specific vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• Inside environmental conditions: protection from weather but not necessarily from temperature changes or seasonal brightness through windows.
• May involve periodic stressful conditions.
• Business days are Monday through Saturday, 8:00 a.m. to 6:30 p.m. This position may require an adjusted work schedule, overtime, and evening/weekend hours.
• The noise level is usually moderate.