Job Title

The primary function of this position is to help create and support a state-of-the-art out-of-the-branch experience by performing a wide variety of member service transactions including initiating referrals for loans and new accounts. The ideal candidate will have an extensive general knowledge of credit union products and procedures, will be able to make quick decisions that protect the interest of both the credit union and the member and be able to work in a fast-paced environment.

Essential functions include:

• Ensuring service delivery in alignment with the credit union's purpose statement.
• Handling a high volume of inbound member service phone calls, chats, and video calls.
• Remaining current on credit union product knowledge and using that knowledge to meet members' needs.
• Cross-selling other credit union products and services.
• Meeting all established sales and service goals.
• Providing prompt, efficient, professional, courteous member service.
• Engaging with members on all digital channels such as phones, video, and chat.
• Adhering closely to member confidentiality and authentication procedures.
• Directing member concerns in a timely manner to the appropriate team members.
• Communicating member service concerns to management.
• Researching and resolving members' problems related to their accounts.
• Processing disputes and fraudulent claims for members.
• Ordering share drafts, ATM/Debit Cards for members.
• Processing loan payments.
• Processing membership applications, establishing new accounts for eligible members and selling the financial services that best meet the needs of the member.
• Processing adjustments, changes, or deposits to existing accounts as requested by the member.
• Handling online banking related requests, password resets, and bill pay questions.
• Preparing credit union transfers and other wires for members as requested.
• Processing IRA deposits, rollovers, transfers, withdrawals, and closures.
• Scanning all member related documentation upon initiation.
• Performing stop payment requests.
• Cross-training to become proficient and knowledgeable in the sales and operations of the credit union.
• Attending staff meetings and training sessions.
• Pro-actively reaching out to members for cross-selling opportunities and member retention.

Requirements include:

• Education equivalent to a four-year high school diploma.
• At least 2 to 3 years of customer service experience required.
• At least 1 to 2 years of experience in a financial institution highly preferred.
• Professional, well-developed interpersonal skills essential for serving members and projecting a positive image as a representative of the credit union.
• Knowledge of consumer loan policy, credit-granting criteria, and interest rates. Knowledge of interviewing skills and techniques also required.
• Working knowledge of PCs in a Windows environment, multi-line telephones.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.