Senior Personal Service Counselor (Universal Banker)

Together Credit Union•St. Peters, MO

11d•Onsite

About The Position

The Senior Personal Service Counselor (SPSC) assists members with assigned savings and lending functions and is responsible for training, leading, and coaching colleagues, as well as meeting referral and sales goals. The role processes financial transactions and supports members in person, at drive-through windows, and by telephone. It builds member relationships, identifies financial needs, and recommends appropriate products and services. The SPSC opens and maintains member accounts, including deposits, service accounts, and IRAs; performs loan underwriting and documentation; and completes related work in accordance with regulatory requirements and Credit Union policies. The role also serves as the primary trainer and ongoing mentor for the Personal Service function, contributes to branch objectives, follows up on member and loan leads, resolves inquiries, prepares management reports, and supports branch and community business-development activities. The position works in a general office environment and may require work at multiple branches. The work schedule may vary from week to week in days and hours. Physical requirements include working at a computer in a stationary manner for up to eight hours daily and lifting up to 30 pounds. Reasonable accommodations may be made for individuals with disabilities.

Requirements

High school diploma.
At least 4 years of related professional experience.
Federal registration with the Nationwide Mortgage Licensing System and Registry and Notary Public certification; these may be obtained after hire through training.
Passionate commitment and drive to deliver exceptional service to internal and external members.
Interpersonal skills, including the ability to influence and build rapport.
Courage and confidence to initiate conversations with members.
Organizational, listening, and problem-solving skills.
Verbal and written communication skills.
Ability to work at a computer in a stationary manner for up to 8 hours daily.
Ability to lift up to 30 pounds.
Ability to operate routine office equipment, including a telephone, copier, facsimile, and calculator.

Responsibilities

Accurately process financial transactions and provide information to customers in the lobby, drive-through window, or by telephone.
Provide friendly, professional, confidential, and effective assistance to customers and company associates while minimizing wait times.
Build relationships with members, identify financial needs and opportunities, and refer appropriate products and services in members’ best interests.
Perform cash and monetary-instrument transactions and complete assigned savings and lending functions accurately and efficiently, maintaining supporting documentation in member files in accordance with regulatory requirements, policies, procedures, and the S.A.F.E. Act.
Open and maintain member accounts, deposits, service accounts, and Individual Retirement Accounts (IRAs).
Educate members about Credit Union products and services, including their features and benefits.
Serve as the primary trainer and ongoing mentor for the Personal Service function.
Maintain the daily balance of the cash drawer.
Work collaboratively across functions to achieve branch objectives.
Underwrite loans, obtain approvals, document loans, and follow up on loan performance to support regulatory compliance.
Follow up proactively on existing and prospective membership appointments and loan leads; promote the Credit Union through outbound calls, community outreach, and networking.
Research, troubleshoot, and resolve member inquiries and concerns.
Maintain current knowledge of Credit Union products, services, procedures, policies, and promotions and incorporate that knowledge into daily work and member conversations.
Protect the Credit Union and its assets and preserve member privacy by complying with safety, security, legal, and regulatory requirements.
Prepare management reports.
Perform title work, insurance updates, lien perfection, and garnishments as needed for the branch.
Provide the branch manager with feedback on branch personnel performance.
Participate in community and onsite events or visits to support new and existing business opportunities.