Member Contact Center Financial Services Representative

Job Description

Job Description

Role

Responsible for accurately processing financial transactions and assisting members with a variety of products and services. Provides friendly, professional, and confidential service to members while minimizing wait time.

Major Duties and Responsibilities

35%

Works loan queues and conducts interviews with loan applicants for various types of loan requests. Identifies and uncovers needs through conversation and makes appropriate recommendations for loans and products based on member needs. Reviews all documentation for completeness and accuracy according to established policies, procedures, and compliance guidelines. Responsible for meeting established production goals monthly. Adheres to member service standards.

30%

Obtains member information and inputs or updates information into the core system. Opens various new accounts, share certificates, IRAs, and specialty accounts. Educates members about products and services focusing on benefits from using needs-based conversation skills. Assists with a wide variety of member services including account questions, fraud and dispute issues, safe deposit boxes, stop payments, and notary services. Processes business account requests.

25%

Assists with answering the loan line and provides backup and support to the call center and processor as needed. Answers incoming department calls and emails and helps maintain a high level of service.

5%

Complies with all company policies, procedures, and service standards. Complies with applicable laws and regulations.

5%

All other job responsibilities as assigned by management.

Knowledge and Skills Experience

Two years of financial industry experience required. Experience in sales, opening accounts, and/or consumer lending preferred.

High school degree or GED required.

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.

Must be bondable. Excellent written and oral communication skills. Time management skills. Ability to prioritize and multitask. Logic and reasoning skills. Attention to detail. Microsoft Office.

ADA Requirements Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

ASE Credit Union is an Equal Opportunity Employer