Virtual Branch Float Representative

KEMBA Financial Credit Union•Columbus, OH

1d•Remote

About The Position

The Virtual Branch Float Representative is responsible for member outreach such as onboarding new members, shortfall member calls, contacting new and existing members who have purchased a vehicle and as well as floating between the Virtual Branch Service and Virtual Branch Sales teams as member and staffing needs dictate. This high-contact position cross-sells additional products and services that enhances the member�s financial situation and requires the ability to deal effectively with Members and other KEMBA Associates primarily by telephone and in writing.

Requirements

High school diploma or equivalent education and experience
One to two years of experience in a sales/customer service environment
Strong organizational skills and attention to detail
Good understanding of member services and products provided
Ability to work well independently, or as part of a team
Basic PC skills (Windows)
Assertive problem-solving skills
Must value a high degree of accuracy
Professional demeanor
Effective communication skills

Nice To Haves

Prior experience in a financial/banking institution preferred

Responsibilities

Presents and explains Credit Union services and products to Members and assists in meeting their financial needs; opens and closes accounts; orders checks for Member accounts; completes payroll deductions and authorization forms
Answers questions and solves problems for Members by listening to problems, collecting data, securing answers and reporting results to the inquiring party; resolves Member bookkeeping and account related issues
Receives and directs Members and telephone calls; responds to inquiries and questions, or directs them as necessary; records and relays messages
Performs file maintenance and account changes as necessary
Maintains IRA accounts and answers questions regarding IRAs
Cross-sell services, provide referrals, and promote automated services
Complete member outreach calls as directed by management with 100% on time completion
Ensure Member satisfaction by addressing member complaints and resolve account-related problems that may arise through member contact
Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members
Qualifies deposit services for Members in a manner consistent with policy and procedures
Targets, sells, and originates new memberships for all qualified non-Member candidates
Provides a high level of service support for all inbound Member phone call coverage as support is needed in the service or sales queues
Meets or exceeds targeted referral and productivity goals established for this position
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
Maintains an up-to-date status of all sales support and processing activity with routine reporting to management
Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
Communicates with coworkers or peers without exhibiting behavioral extremes
Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
Responds appropriately to criticism from a supervisor
Performs other duties as required by management