Service Representative - CDA Branch

Description

With the goal of enhancing lives, fulfilling dreams and building communities this position is universal and performs many functions, including; handling all member service transactions, opens new accounts, verifies and processes alterations to existing accounts; sells other credit union services, answers members’ questions and resolves related account problems. The position requires a broad knowledge of all types of account ownership, account classifications, as well as a broad knowledge of credit union services. This person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union

• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.

• Understands and complies with branch security procedures at all times.

• Welcomes members, understands their needs, and processes a wide variety of transactions including, but not limited to:

  • Accepting checks at higher level of authority.

  • Processing minimum balance overrides for overdrawn accounts.

  • Researching and following up on application extender, including member payments and check copies as well as pulling the previous days’ branch totals and rep details.

  • Provides overrides and signs checks with higher check approval authority.

  • Searches records to assist others in locating and reconciling posting errors on member accounts to verify accuracy of transactions.

• Responds and transacts to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union.

• Processes basic financial transactions for members including such functions as opening and closing accounts, issuing checks, processing deposits and withdrawals from accounts, issuing certificates, drafts and other negotiable instruments.

• Performs such other duties as assigned including, but not limited to: check encoding, processing check orders, ATM balancing, address changes, filing, answering telephone, processing mail and night deposits. May be asked to assist other branches with coverage and would require a more flexible schedule.

• Balances and trouble shoots ATM, Cash Dispense Machine and Branch, and assist others with balancing problems.

• Provides leadership and direction to service representatives by training and coaching in member service and meeting their personal referral and closed sales goals.

• Responsible for pro-active soliciting and/or developing and maintaining profitable member account relationships. Acts as "relationship manager" to existing members cross selling the full range of Numerica Credit Union financial products and services.

• Tracks and measures current member and prospective contacts weekly. Works and refines pipeline management for future closed sales.

• Studies and standardizes procedures to improve efficiency.

• Opens, operates and closes computer terminal daily to accurately post transactions, access account information, balance transactions and generally update member account transactions and information. Accounts for cash assigned and disbursed. Balances to service terminal in accordance with credit union balancing standards

• Refers members for other Numerica financial services to ensure member satisfaction and consistently meet cross-sales goals. Assists in sales and member service promotional efforts. Focuses and assists internal partners including, Numerica Financial Services, Home Loan Center and Business Services.

• Performs such other member service functions that might be needed from time to time and assists others to complete tasks and work assignments.

• Effectively incorporates concepts of CML and CARE Principles in daily behaviors and interactions: Connects with internal/external members, Anticipates needs, Relates to each member, Enhances each member’s experience.

SUPERVISORY RESPONSIBILITIES:

No requirement.

PERFORMANCE STANDARDS:

Must fully understand credit union products and services and be able to assist members to use these products and services. Cooperative and positive attitude toward members and credit union staff. Professional appearance and demeanor. Assists in attaining the goals and objectives of the credit union. Must fully understand credit union products and services and be able to assist members to use these products and services.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus one to three years’ related experience and/or training or equivalent combination of education and experience. Thorough knowledge of credit union’s computer system for performing basic input/output tasks. Preferred: Relevant training in a credit union, bank or other financial institution. Bi-lingual Spanish is preferred.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Should effectively present information in one-on-one situations to members, potential members and other employees of the credit union.

INTERPERSONAL SKILLS

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.

CERTIFICATES, LICENSES, REGISTRATIONS:

No requirement.

OTHER SKILLS and ABILITIES:

Ability to operate general office machines and equipment such as photocopier, fax, adding machine and computer. Ability to accurately add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to lift up to 25lbs.

Numerica Credit Union is an Equal Opportunity/Affirmative Action Employer

Numerica Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for purposes of participating in the application/hiring process with Numerica Credit Union. If you are unable or limited in your ability to use or access Numerica Credit Union’s career page at www.numericacu.com as a result of your disability, you can request reasonable accommodations by calling (509) 385-1660.