Lead Financial Services Representative

Mirastar FCU•Hollister, CA

4d•Hybrid

About The Position

The Lead Financial Services Representative (FSR) will act as a primary float resource for the branch network, providing coverage at different locations based on business needs. This role involves performing a wide variety of complex duties related to member transactions, assisting in service and operational duties, providing leadership and guidance, and demonstrating behaviors supporting the Mirastar Experience. Responsibilities include communication with members through in-person, phone, and digital channels, ensuring productivity and efficiency, and maintaining compliance with all policies, procedures, and regulatory requirements. The Lead FSR may also perform account maintenance activities and process basic financial and lending transactions, and will assist with branch operations and service duties in management’s absence.

Requirements

High School Diploma and a range of 2 to 3 years of related experience and/or equivalent combination of education and experience.
Detail-oriented, self-starter who can work independently and/or remotely.
Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally and publicly at all levels.
Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner.
Forward-thinking, with professional standards and a business profile.
Ability to handle multiple tasks simultaneously and shift priorities in an efficient and effective manner.
Ability to maintain strict confidentiality.
Ability to conduct thorough research and provide workable recommendations and solutions to problems.
Broad knowledge of, and practical experience with operations functions, lending functions, products and services, and the laws and regulations which affect the Credit Union.
Computer literate and proficient in software applications, Adobe Acrobat, online research tools and MS Office: Word, Excel, PowerPoint, Outlook, Teams, and Zoom.
Leadership ability, including the daily support of team members.
Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures, as well as taking advantage of the continuous education opportunities within and outside of the Credit Union.
Must maintain flexibility in schedule as this position is designated to provide coverage at different locations including but not limited to San Jose and Gilroy areas.
Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff.
Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.
Hungry: Demonstrates a strong drive for continuous learning, growth, and expanded responsibility. Self-motivated, diligent, and proactive in identifying the next step and the next opportunity to contribute.
Humble: Operates with low ego and high respect for others. Actively recognizes and elevates the contributions of teammates, prioritizing collective success over personal recognition. Approaches work with openness, respect, and a collaborative mindset, welcoming diverse perspectives and constructive feedback.
Works Intelligently: Demonstrates strong situational awareness and sound judgment. Understands group dynamics, uses intuition, emotional intelligence, and thoughtful decision-making to navigate complex interactions to achieve the best outcomes.

Nice To Haves

Bilingual in English and Spanish is preferred.

Responsibilities

Open new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary and organizational accounts).
Assess member loan needs from start to finish, starting with loan type, ancillary product review, and submission of application.
Follow up as needed with consumer and auto loans, which may include closing.
Cross-sell products and services within established guidelines.
Perform account maintenance activities, including closing accounts, establishing powers of attorney, account transfers, processing ownership changes, and certificate renewals.
Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
Answer questions and resolve problems on products and services.
Provide an additional support point of contact for staff to resolve escalated member situations and on the spot feedback to service our members more efficiently.
Provide leadership, knowledge, and support to Branch staff in handling member transactions and escalations.
Collaborate with the Learning and Development team to assist with training of new and existing employees.
Prioritize and monitor workflow to meet service level agreements and keep supervisor informed of status.
Assist in preparing and adhering to lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
Assist with branch controls including but not limited to cash orders and shipments, branch monthly audits/certifications, negotiable inventory maintenance, dispenser cash balancing/replenishment, new account reviews, and errors.
Participate in product and service promotions.
Meet all requirements to become a Notary Public.
Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding and compliance with the Credit Union’s BSA-AML program.
Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
Act as backup for other Branch positions as needed.
Fill in at other Branch locations as needed or other roles in the company as needed.
Assist management with follow-up on branch staff job duties to ensure completion of assigned tasks.
Assist in writing and updating policies and procedures.
Inspire, motivate, and provide suggestions to help team members reach individual and team goals.
Provide technical and subject matter expertise to team members.
Other duties as assigned.
Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log, and reporting of suspicious activities to your supervisor and BSA Officer.