Description

Job Title: Member Service Representative

Reports to: Branch Manager

Hours per Week: 38 – Hourly Position

Company Summary:

Welcome to Financial Plus Credit Union (FPCU) – 'The Place where it’s Possible.'

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact.

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU – where you aren’t just making a living but joining a PLACE where you can REACH your goals.

Position Summary:

To provide exceptional, excellent member service and direct the delivery of products/services by offering solutions to address members’ financial needs. Sales efforts will occur through face-to-face and outbound calls. The candidate will open, service and problem solve all various types of accounts, products and services. The candidate must be a team player with a can-do-attitude, display a high level of integrity, and possess excellent interpersonal skills. They must have an excellent record of providing outstanding member service while meeting sales and operational goals.

Essential Functions & Primary Responsibilities:

• Actively and independently seeks knowledge of all products and services to effectively cross-sell, as solutions, in meeting financial needs.
• Focus on obtaining new membership through outbound calling, networking with local businesses, and other referral-based avenues.
• Responsible for the quality of new accounts opened, including attaining goals and total job standards set by the Department Manager.
• Acts as liaison between members and various departments
• Confers with members by telephone or in person to provide information about products or services
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties
• Must comply with established policies, procedures and membership requirements when working with member’s accounts.
• Performs duties and serves members and co-workers in accordance with our Service Standards and meets specific department/individual standards.
• Performs all duties and responsibilities of a loan interviewer, providing information on loan products and services, including calculating debit ratios and payments, quoting rates, payoffs, taking applications, and closing loans.
• Proactively solicits and asks for our members’ business to deepen relationships and to increase share growth through a variety of contacts as directed.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary.
• Perform other duties as assigned

Requirements

Qualifications:

Candidate must be knowledgeable of Credit Unions products and services and demonstrate the ability to cross-sell and build deeper relationships with our membership

• Strong attention to detail and accuracy
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA
• Be adaptable to change and embrace member service standards
• Ability to learn new tasks and processes quickly and efficiently

Skills and Abilities:

• Level of trust and diplomacy is required, in addition to normal courtesy and tact
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature, confidentiality and professionalism
• Working knowledge of Microsoft Outlook, Word and Excel
• Comfortable learning and adapting to new systems, processes and change
• Must be able to operate all basic office equipment
• Presents a positive and professional image to members through effective and courteous verbal and written communications
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation
• Ability to apply logical thinking to define problems, collect data, establish facts, draw conclusions and seek solutions for members

Education:

• High School Diploma, GED equivalency or higher

Mathematical Skills:

• Ability to calculate figures and amounts such as add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Certifications, Licenses:

• Must be bondable.
• Internal annual compliance testing required

Physical Demands & Work Environment:

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. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. Exerts up to 25+ pounds of force occasionally
• The noise level in the work environment is professional and typically moderate

This job Description is not a complete statement of all duties and responsibilities comprising this position.