Financial Service Rep III

KeyPoint Credit Union•Dublin, CA

4h•Onsite

About The Position

The Financial Service Representative III is responsible for supporting the Credit Union's sales, service, and revenue goals. This role involves facilitating the transition of the lending program from back-office to front-line staff, identifying system, process, and training gaps for a successful transition. The FSR III will work in branches to enhance the member experience, drive growth and retention by developing new business, and assist branch management teams with employee training. A primary focus is on identifying process improvements in lending workflows to simplify the loan process for front-line staff and training them on consultative cross-selling during loan setups. The FSR III is expected to possess a high level of knowledge of current product offerings, build member relationships for repeat and referral business, particularly within Member Companies and existing membership. They will serve as a role model by consistently delivering high-level service with a consultative approach, collaborating with branch staff to achieve high net promoter scores, and assisting members with complex transactions. They will also work with Branch Management Teams to develop training and coaching plans for new lending products and services, adhere to service promises, promote advocacy, and provide feedback on cumbersome procedures. The role includes supporting growth objectives by representing the Credit Union at sponsored business and community events. The FSR III must demonstrate professionalism and knowledge to assist members and branch staff with complex inquiries regarding all lending programs, processes, Retirement, and Fiduciary Accounts Administration, and train branch staff on effective referrals to Wealth Management and Commercial Banking divisions. On-site visits at Member Companies within specific branch regions are also required.

Requirements

High School Diploma or equivalent.
3 years’ experience in related disciplines, including exposure members/customer services cash handling, procedures, in depth knowledge of consumer and residential mortgage lending terminology and products. Small business services, Fiduciary Account Administration and in a credit union or other financial institution
Previous background in a retail branch environment with effective client relationship building skills
Must be capable of working established hours required by the branch.
Strong organization, excellent written and verbal communications skills, quality service and team orientation required.
Proficient with Microsoft Windows PowerPoint and Excel
Must be a NMLS (Nationwide Mortgage Licensing System) certified or ability to obtain NMLS certification.
Must be a Notary or have ability to pass Notary test.

Responsibilities

Take responsibility and accountability in following all service standards set forth by the credit union.
Act as a supervisor in the absence of branch management.
Achieves minimum sales goals as established by the management.
Assess member loan needs from start to finish starting with loan type, ancillary product review and submission of application. Finishing with the closing and follow up as needed with consumer and auto loans.
Build member relationships through selling and referring credit union products and services to meet members’ financial needs (includes but not limited to, all deposit products, loan products, retirement products, and investment products/services)- through face-to-face, calling efforts and participating in business and community development events.
Maintains knowledge of all Key Point Credit Union products, services, procedures and compliance regulations while staying informed of all policy and procedural changes.
Participate in obtaining individual and team sales and referral goals monthly, quarterly and annually.
Provide training and assistance to branch staff to ensure efficient and effective delivery of products and services to our members.
Adhere to established policies and procedures set forth in controlling cash funds assigned to the position in a cash drawer and/or cash vault.
Maintains members’ confidentiality at all times.
Performs teller transactions as requested by members.
Balance cash drawer and perform all end of the day functions as well as reconciliation.
Assist Branch Management to perform the accurate completion of required branch audit logs.
Assist the branch management with the operations of the branch. May include scheduling staff, answering questions on products and services, policies and procedures, or rules and regulations.
Research and resolve member questions, problems and concerns by telephone, written correspondence or in person
Individual in this position may be pulled to work in other branch as business needs require.
Performs other duties as assigned or required to ensure member service standards and company objectives are successfully met.