Sr Member Service Rep

Overview

As a Teller (Senior Member Service Representative) in our branches, you will have the chance to make a difference in the lives of every member you serve. You will be responsible for delivering high-quality service by assessing the Members' needs while processing their transactions efficiently.

Responsibilities

• Provide excellent service to our diverse members through prompt, efficient, courteous, and professional interactions.
• Analyze members' needs while processing transactions, including cash handling, and provide education and recommendations on products and services that improve their financial health.
• Build relationships with members through effective listening, interviewing, and communication skills to determine products and services that benefit their financial well-being.
• Open accounts and submit simple loan applications for new and existing members after conducting a thorough needs assessment to determine the appropriate product(s) or service(s) that help them achieve financial freedom.
• Engage with new and existing members via follow-up activities, including outbound calls and community engagement events when appropriate.
• Partner with branch leadership to maintain operational integrity while mitigating risk, following the standards of the organization.
• Work cross-functionally across the organization to assess, handle, and follow through with complex account inquiries, transactions, or member concerns.
• Adopts new and existing tools that will enhance the member experience and consultation process.
• Exercise informed judgment as appropriate to accommodate members.
• Serve as a resource to train new and existing team members as appropriate.
• Advocate member adoption of new technology, campaigns, promotions, and digital products.

Qualifications

• Minimum 1-2 years of prior customer service experience within the financial services, food industry, hospitality or retail environment required.
• Excellent verbal, written, and social communication skills.
• Ability to be professional and understanding in all interactions.
• Willingness and ability to be flexible and adapt to changing job requirements.
• Passion for providing exceptional service, integrity, and resourcefulness.
• Eagerness to learn and a drive for continuous improvement.
• Savvy with PCs, email, and proficient in all Microsoft Office suite of products.
• Some evenings and Saturdays are required.
• Minimum of a High School Diploma/GED.
• Must be willing to travel.