Member Service Representative I (Concierge - Personal Banker)

KEMBA Financial Credit Union•Gahanna, OH

About The Position

The Member Services Representative I is a results-driven position responsible for performing a broad variety of Member focused sales, service-related activities, and overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options and directing members to the appropriate supporting staff. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person, by telephone and in writing. Duties will also include processing business member transactions that include but are not limited to teller/cash transactions.

Requirements

High school diploma or equivalent education or experience
Prior customer service experience
Strong organizational skills and attention to detail
Must value a high degree of accuracy
Professional demeanor
Positive and outgoing attitude
Exceptional communication skill
Basic PC skills (Windows)
Assertive problem-solving skills

Responsibilities

Recommends products and services that assists in meeting Member's financial needs
Resolves Member issues through listening, problem solving, and offering solutions
Meets or exceeds all sales, service and productivity goals established for this position
Answers and responds to Member inquiries and questions
Performs file maintenance and account changes as necessary
Assume teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler
Assist members both inside and outside and with ITM machines
Maintain audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities
Professionally service basic member activity, including, but not limited to: Process changes of address and add additional names to accounts Place check orders and order replacement ATM / debit cards Set up direct deposit and process wire transfers and stop payments Process printouts of statements and check copies as requested Open deposit accounts.
Establishes and maintains professional relationships with Members
Resolves Member requests and questions promptly, courteously, and professionally
Keeps Members informed of Credit Union services and policies
Maintains and projects the Credit Unions professional reputation
Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management
Works as a team member with other KEMBA Associates
Keeps supervisor informed of area activities and significant problems
Completes required reports and records accurately and promptly
Attends meetings as required
Maintains an up-to-date status of all sales support and processing activity with routine reporting to management
Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA
Performs all duties in a manner that is 100% compliant with KEMBA policy and procedures.
Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
On a self-directed basis, continues to improve individual level of competency through training and certification on established educational programs
Must be able to relate to other people beyond giving and receiving instructions: Can get along with coworkers or peers without exhibiting behavioral extremes Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others Respond appropriately to criticism from a supervisor