First Financial Federal Credit Union

Job Description

Job Title: Financial Services Representative (FSR) I, II, III

Department: Member Experience – Branch Network

Reports To: Branch Manager

Salary Grade(s): 5, 6, 7

EEO-1 Job Class:  5 - Administrative Support Workers 

FLSA Status:  Non-exempt

☒ Full-time

Location:  Branches  

☐ Telework Work Possible (if checked)

Important: See Telework Policy for Additional Criteria

Function:

Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Provide members with a one stop experience to fulfill all their financial needs from service to sales, including account opening, maintenance, and transaction processing, while focusing on consultative conversations to deepen relationships and become a trusted advisor. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

Position Requirements:

GENERAL:

• Professional with a positive mindset with ability to develop a rapport and deepen relationships with our members, adhering to confidentiality expectations.
• Detail and service oriented with effective listening and communication skills.
• Ability to work independently and collaboratively.
• Ability to navigate new and existing credit union systems, key to daily functions of the position. 
• Promotion to FSR II is based on a successful completion of training schedule and demonstrated ability.
• FSR II and above will complete certification to perform Notary Services.
• Promotion from FSR II to III is based on demonstrated ability, manager recommendation, and/or training level.
• Each level of FSR is competent in duties and responsibilities of any preceding levels.
• Ability to read, write, and speak Spanish proficiently is a plus.

EXPERIENCE:

• One (1) or more years of customer service or sales experience preferred. Cash handling experience a plus.
• Industry experience may allow hiring at advanced level.
• Demonstrated work-related experience may be considered instead of education requirements.

EDUCATION: 

• High School Diploma or GED equivalent required.
• Ability to obtain and maintain job-related certification if no job-related advanced degree.
• Meet or exceed continuing professional education (CPE) requirements.

PHYSICAL: 

• Sitting: Regularly
• Standing: Regularly
• Walking: Regularly
• Climbing/Balancing: Seldom
• Reaching: Occasionally 
• Kneeling/Crawling: Seldom
• Other: Travel to support branch staffing across the network

• Talking:  Regularly
• Hearing: Regularly
• Vision/Seeing: Regularly
• Typing/Keyboarding: Regularly
• Driving: Occasionally 
• Lifting:  Medium - Up to 50lbs

Duties:

Member Experience

• Provide members with a one stop personalized and frictionless experience to fulfill all their financial needs across different channels.
• Apply training and utilize available resources to understand the features and benefits of our services and products to effectively relay them to members.
• Demonstrate initiative and seek opportunities to advance level of responsibility by building knowledge and expertise to advance in assisting members with complex requests. 
• Ability to engage in consultative conversations with members, asking open-ended questions to uncover needs/ life events. Educate and appropriately recommend products and services along with their features and benefits to deepen relationships and become a trusted advisor.

Financial Services

• Develop expertise to identify and assist members with fraud, account takeover, or identity theft in making necessary changes to protect their account(s); escalate cases as appropriate. 
• Open accounts, perform member maintenance requests, process teller transactions accurately, assist with operational activities and responsibilities as needed.
• Use the CRM (Customer Relationship Management) system and other resources as a tool to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships.
• Identify consumer lending opportunities and partner with centralized lending group to ensure successful member experience.
• Proactively reach out to members to contribute to the retention and expansion of member relationships.

Operational Responsibilities 

• Assist with on-call response to resolve ATM system issues affecting member service.
• Manage risk by maintaining compliance with applicable regulations and branch policies and procedures, while demonstrating sound judgment within established limits; maintain confidentiality.
• Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems.

Support Functions

• Engage in business development and retention through targeted internal and external interactions to include outbound calls.
• Provide routine support to other credit union departments.
• Actively support Marketing through participation in community outreach opportunities.

Performs other related duties of similar scope and complexity as needed. 

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.