Financial Services Representative I

First Financial Federal Credit Union of Maryland•Towson, MD

22h•Onsite

About The Position

The Financial Services Representative provides an exceptional, member-centric experience to prospective, new, and existing credit union members. The role offers a personalized, one-stop experience for members’ financial needs, including account opening and maintenance, transaction processing, service, and sales. Through consultative conversations, the representative identifies member needs, recommends suitable products and services, and helps members achieve their financial goals while building trusted relationships. The position also supports branch operations, member protection, relationship development, and business development. Representatives use credit union systems and digital tools, follow applicable regulations and procedures, protect confidential information, and collaborate with other teams to resolve member needs. The position has progression levels; advancement depends on training completion, demonstrated ability, and, where applicable, manager recommendation.

Requirements

High school diploma or GED equivalent.
Professional, positive approach and ability to develop rapport and deepen relationships with members.
Ability to meet confidentiality expectations.
Detail- and service-oriented, with effective listening and communication skills.
Ability to work independently and collaboratively.
Ability to navigate new and existing credit union systems.
Ability to obtain and maintain job-related certification if no job-related advanced degree is held.
Meet or exceed continuing professional education requirements.

Nice To Haves

One or more years of customer service or sales experience.
Cash handling experience.
Proficiency in Spanish.
Relevant industry experience, which may allow hiring at an advanced level.

Responsibilities

Provide members with a personalized, frictionless, one-stop experience across channels for their financial needs.
Learn and explain the features and benefits of credit union products and services.
Conduct consultative conversations, use open-ended questions to identify needs and life events, and appropriately recommend products and services.
Build knowledge and expertise to assist members with increasingly complex requests.
Identify and assist with fraud, account takeover, and identity theft, make necessary account-protection changes, and escalate cases as appropriate.
Open accounts, complete member maintenance requests, accurately process teller transactions, and assist with operational activities.
Use the CRM and other resources to support relationship-building conversations, consistent new-member onboarding, and expansion of existing relationships.
Identify consumer lending opportunities and partner with the centralized lending group to support a successful member experience.
Proactively contact members to support retention and growth of member relationships.
Assist with on-call responses to ATM system issues affecting member service.
Manage risk by complying with applicable regulations and branch policies and procedures, exercising sound judgment within established limits, and maintaining confidentiality.
Use knowledge of digital solutions and technology to support members and solve problems.
Support business development and retention through targeted internal and external interactions, including outbound calls.
Provide routine support to other credit union departments.
Participate in community outreach opportunities in support of Marketing.
Follow organizational policies and applicable requirements, including the Bank Secrecy Act, Fair Lending, and Information Security.
Perform other related duties of similar scope and complexity as needed.