Member Service Rep II

TruWest Credit Union•Mesa, AZ

5d•Onsite

About The Position

This position is responsible for assisting members with TruWest product, service, and account information. Responsibilities include assisting with branch opening and closing duties, teller duties, opening new accounts and deposit products, and loan processing. This role involves verifying information on deposit applications, approving/declining applications for service while ensuring compliance with credit union policy and procedures. The position effectively manages existing members and their book of business to support the retention and growth of member relationships through the sale of deposit, loan, and referrals to investment and mortgage products. This role requires monitoring daily activity, compiling and providing statistical reports on a consistent basis, as well as at month-end. The individual must also investigate and handle error resolution, maintain and balance a cash drawer, and balance all negotiable instruments daily. The individual must present a professional image at all times and have the ability to maintain a flexible schedule. Must provide spontaneous service excellence to members, employees, and business associates, demonstrating the TruService philosophy and the values shown on the TruWest Vision, Mission Values card.

Requirements

Requires education associated with a High School Diploma.
Passing of certifications A – D of the TruAchievement Branch Program (if participating in this program).
Requires a minimum of one year Teller II or similar related sales experience, at a financial institution.
Individual must have displayed good sales and referral abilities.
Requires advanced knowledge of TruWest products, services and account requirements in order to identify cross-selling opportunities, which will benefit the member.
Individual must have knowledge of the credit union's policy and procedures as well as basic lending regulations.
Must have the ability to perform math calculations with a high degree of accuracy, good attention to detail, and good knowledge of negotiable instrument elements.
Must have intermediate to advanced knowledge of the TruWest computer system, advanced PC skills (including navigating within appropriate web sites) and experience with office equipment such as 10-key calculator, PC keyboard, copy and fax machines.
Individual must have good verbal and written communication skills, as well as strong customer service and interpersonal skills.
Must be able to work with little or no supervision and complete tasks in a timely manner.
Must project a professional image, in dress, appearance and behavior.

Responsibilities

Identify member’s financial needs through profiling and promoting appropriate products and services to maximize cross-sale opportunities and maintain acceptable referral and sales levels (as well as meeting established TruService survey scores).
Understands and can perform all teller related duties.
Actively manage the lobby traffic – providing personalized, professional service to all members in an exceptional manner, and seeking out opportunities to exceed member expectations.
Actively use the lobby management app, called Lobby Tracker.
Accurately complete and process product/service/loan applications for review and evaluation, along with interfacing with members in response to applications submitted.
Understand and open all deposit accounts and accurately originate and book applicable loan products; completing necessary documentation for application processing as required by state and federal laws.
A good understanding of business accounts, IRAs (including Ascensus) and other special accounts and the documents required during account opening.
A good understanding of Xpress Accounts and LoansPQ (following up on loan queues and ensuring contact has been made and notes updated to ensure all loans approved, get ultimately booked, unless member cancels).
Consistently educate members about their financial choices, by listening, asking about and understanding their needs – responding by offering appropriate financial products/services.
Understand and perform the duties of a Notary and Signature Guarantee transactions.
Adhere to all credit union policies and procedures, including but not limited to the Bank Secrecy Act, security policies, confidentiality policies and human resource policies.
Responsible for successful outbound sales calls to existing and potential members. Answer incoming calls and assists members with their requests (transferring to the contact center, when applicable).
Create and maintain their own “book of business”, following up with applicable members at regular intervals. Come up with ideas for successful sales opportunities, being proactive and effective at problem-resolution.
Source documents, checks and negotiables are properly processed by following established procedures.
A good understanding of the electronic check process, and adherence to the anti-fraud check detection software.
A good understanding of all eServices offered by the credit union, and can effectively demonstrate and/or assist members in signing up for applicable services, including on their own devices (or branch PC/tablet).