Position Description
Department: Retail Services
Reports to: Financial Services Lead / Financial Services Manager
Supervises: N/A
Skill Levels: Level I / Lead
Position Purpose
The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.
The primary purpose of the Financial Services Representative position is to assist in building valued financial relationships with our members by actively recommending Associated Credit Union products and services that best meet our members’ financial needs while providing outstanding professional service and answering all member inquiries via the digital channels (i.e. Phone, Secure Support, Chat, Video, etc.). A key element in this service delivery is to identify the member’s financial needs and recommend an appropriate solution. This role is responsible for processing all incoming online and mailed-in membership/share applications, as well as, formally onboard new members and engage existing members. This position will also be the subject matter expert when it comes to Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), Trust Accounts, Power of Attorneys, Deceased Accounts, Member Overdraft Privilege (MOP) Program, among other more complex financial services circumstances. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules. By engaging these new and existing members, representatives will be contributing to a stronger, growing membership base.
Essential Functions & Core Duties
Create Raving Fans
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Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional and inviting manner.
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Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
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Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
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Understands and respects the importance of our membership and our role to serve them in a prompt, professional, and courteous manner at all times.
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Exudes a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
Generate New Business
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Processes new or existing accounts submitted via online, internal departmental requests, and mail. This includes obtaining all required information and documentation for Credit Union records.
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Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future financial needs. Provides solutions to ensure the member feels understood, informed, and confident in the credit union and products or services offered.
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Proactively solicits new business through referrals and member engagement while strengthening and expanding existing member relationships.
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Maintains a basic to intermediate knowledge of Associated Credit Union’s products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
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Researches member inquiries and provides solutions as required in a timely manner.
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Receives and processes employee accounts and Compensated Work Therapy (CWT) requests for veterans.
Maintain Operational Soundness
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Accurately opens and codes information for all new and existing accounts opened. Responsible for maintaining accurate records received from any approved or denied application.
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Reviews and analyzes various reports to prepare appropriate file maintenance within the member’s account.
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Assists staff or members where necessary with questions regarding the deposit account application process.
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Ensures that the Member Overdraft Privilege (MOP) is operating in a consistent, sound manner by contacting members in the early stages as well as monitor reporting.
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Supports and assists members and internal team members with Individual Retirement Account (IRA) and Health Savings Account (HSAs) inquiries.
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Performs the verification, opening, coding, and closing of IRA and HSA accounts.
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Reviews IRA documents and transactions for accuracy. Maintains IRA files by monitoring pending IRAs awaiting Transfer or Rollover documents or IRA funds.
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Assists members and branches with questions regarding legal documents presented:
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Trust Accounts
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Payable on Death (POD)
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Power of Attorney (POA)
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Guardianship/Conservatorship
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Deceased member account
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Other legal documents presented
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Works together within a team environment to drive toward team success. Ensures efficient and effective branch operations by providing back-up support to the team in performing daily tasks as needed.
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Takes ownership and responsibility for decisions and actions made at the individual level.
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Responsible for maintaining current and accurate records of member referral tracking results.
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Balances member service and risk management in error resolutions.
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Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems as well as government regulations. Responsible for seeking management assistance for any exception or escalation to set policies or procedures.
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Exercises good judgement while keeping the credit union’s financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
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Constantly look for ways to improve processes that will improve the member’s experience and communicate those ideas to upline Management.
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Reviews individual goals during periodic coaching sessions.
Other Duties & Responsibilities
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Actively participates in Departmental huddles, individual and group coaching/training sessions.
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Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
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Assists with special projects as assigned.
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Maintains a professional work environment and businesslike appearance.
Qualifications
Education: A high school diploma or equivalent is required. An Associate’s Degree from an accredited college is desirable.
Experience: One-year of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry’s Symitar – Episys or MeridianLink is a plus. Bi-lingual is desirable.
Core Competencies:
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Member Focused: proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. Courteous and professional member service attitude.
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Integrity: operate with complete transparency, and hold ourselves to high ethical standards. Act in the best interest of our membership, staff, and community, even when no one is watching.
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Committed: desire to make an impact in people’s lives. We develop relationships that make a positive difference in the financial lives of our members, team members, and community.
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Accountability: ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties. We own, we learn, and we improve.
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Operational Soundness: thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
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Teaming: ability to work well with your retail team and other business units to achieve a shared goal or outcome in an effective way.
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Communication/Interpersonal Skills: clearly understand what the Manager wants, and then articulate that to other team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening. Ability to read and understand documents such as policies and procedures, operating and maintenance instructions.
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Time Management: effectively prioritizes tasks to use time efficiently and attend to a broad range of activities. Ability to manage work efficiently and effectively and manage shifting priorities and carry-on through task completion.
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Attentiveness to Detail: demonstrates keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it. Takes thoroughness to a new level and energizes other colleagues to work carefully.
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Problem Solving: identify problems in a timely manner, research and develop alternative solutions, and resolve problems in early stages. Must be capable of breaking problems into component parts and addressing each individual issue in order to develop an appropriate thorough solution.
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Empathetic: possess a congenial attitude by being personable and tactful. Ability to relate well with others.
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Organizational: ability to stay focused on different tasks, and use your time, energy, strength, and mental capacity effectively and efficiently in order to achieve the desired outcome.
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Reasoning: ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables.
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Technical: ability to input and retrieve computerized information. Proficient with cash recyclers and tablet devices.
General Operational Requirements:
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Work is performed largely in a pleasant office environment.
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Ability to work a flexible work schedule including mornings, evenings, weekends, and holidays.
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Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team.
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Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies, equipment, and coin.
Performance Metrics
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Associated Credit Union brand is conveyed and maintained.
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Driving member loyalty and ensuring members needs are met. (i.e. NPS Score, Member Effort Score, etc.)
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Possess adequate product knowledge by obtaining a score of 85 on the annual Product Knowledge Manual assessment.
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Members' problems or questions are courteously and promptly resolved.
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Membership growth by attracting new members. (i.e. New members / IRA & HSA account growth)
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Member referrals and engaging new and existing members. (i.e. Referral requests per branch; Products Per Member; etc.)
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Member churn
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Branch Optimization (30%)
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Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards. (i.e. Application Cycle Time; Wait Time; Number of Engagements, etc.)
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Responds to any audit findings for branch. (i.e. Internal Audit findings, QC findings, operational discrepancies, etc.)
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Clerical support functions are performed accurately and timely.
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Continuing Education Program (10%)
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Staff readiness for increased responsibilities
This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.
Created: 2/28/2022