Senior Member Service Representative

Duties And Responsibilities

• Motivates staff to cross-sell services, provides referrals, and promotes 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
• 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
• Offers high level of sales and service support for all inbound Member activity that results from branch visits and/or Member calls
• Consistently meets or exceeds targeted sales and productivity goals established for this position
• 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 KEMBA
• Closely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and deposits
• 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
• 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
• More than three years of experience in a high-performance sales environment
• Prior experience in a financial/banking institution
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication skills