MEMBER SERVICES REPRESENTATIVE I

Avenir Financial FCU•Somerton, AZ

About The Position

Builds and broadens member relationships through needs-based cross-selling in a sales and service culture. Interacts with members for deposit and loan product and service needs. Performs administrative functions related to deposit and loan products and services. Responds to and resolves/satisfies member inquiries, requests, problems and complaints accurately and timely. Creates sales plans in support of production goal attainment. Maintains a professional and courteous manner in all interactions with members and co-workers. Maintains current knowledge and complies with Credit Union policies and procedures. Perform duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Requirements

High school diploma or equivalent required. Some college courses in business, communications, or related field is a plus.
Six months to three years in a sales environment, with goal tracking; financial institution experience servicing deposit and loan accounts in a sales and service environment is highly preferred.
Knowledge of Credit Union deposit and loan products and services and governing Credit Union policies and procedures.
Must have strong interpersonal and communication skills.
Efficiency with multi-tasking and organization is required to be successful in this role.
Must have excellent typing and calculator skills.
Ability to operate a personal computer, including full working knowledge and ability to utilize Microsoft Office and other job-related software.
Must have a positive attitude.
Must be self-motivated and able to function independently in a multi-task environment while also taking direction and working as part of a team.
Must possess a high level of integrity, recognizing the need for discretion and confidentiality.
Must be able to tactfully handle all situations and remain impartial.
Must have a collaborative work style.

Nice To Haves

financial institution experience servicing deposit and loan accounts in a sales and service environment is highly preferred.
Some college courses in business, communications, or related field is a plus.

Responsibilities

Serves members primarily through face-to-face channels following the GUEST model for sales, but also occasionally through electronic channels such as phone, email, and online.
Builds member relationships and broaden member use of Credit Union products and services through needs-based cross-selling via face-to-face interactions, follow-up phone calls, and outbound calls.
Obtains and maintains a high level of knowledge and understanding of Credit Union products and services to satisfy member needs and build stronger member relationships.
Interviews members and takes loan applications in compliance with Credit Union policies and procedures and in support of the Credit Union’s sales and service culture.
Assists members with the consumer loan product(s) questions, including, but not limited to consumer secured, unsecured and real estate loans and related debt protection products.
Maintains and manages loan pipeline as necessary, including, but not limited to moving approved loans to the funded status.
Compiles and scan new loan and membership documents timely and accurately.
Interviews members and open new memberships and new accounts in compliance with Credit Union policies and procedures and in support of the Credit Union’s sales and service culture.
With assistance, develops personal production plans in support of obtaining assigned production goals.
Services existing accounts and loans through daily interactions with members.
Acts as a team player in order to execute referrals from colleagues.
Responds to member questions regarding Credit Union products and services.
Responds to member problems and/or complaints appropriately and request assistance as needed to resolve problems and acknowledge and respond to complaints.
Maintains a professional and courteous manner with members and co-workers in all interactions.
Performs notary duties, if applicable, in compliance with Credit Union policies and procedures.
Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer.
Responsible for complying with and maintaining current knowledge of Credit Union policies and procedures.
Works in the spirit of the credit union’s Vision, Pillars, and Team Organizing Principle both internally and externally.
Performs other duties as assigned.