General Summary

The Financial Services Representative is a key utility player within the branch; responsible assisting and educating members on self-service banking options, processing teller transactions accurately and efficiently, and delivering world class service to members by uncovering and understanding our members known and unknown needs.

The Financial Services Representative will spend part of their day standing, serving members in a typical transaction based environment, while spending the other part of their day in a platform service environment, building strong relationships with members and resolving member issues or concerns, while helping SafeAmerica Credit Union achieve new member, deposit growth and lending targets.

The successful candidate will have excellent interpersonal skills to effectively communicate, both verbal and written, with our members and Credit Union personnel. Possessing a friendly attitude and maintaining a professional appearance and behavior are keys for success. The ideal candidate will have the ability to promptly and professionally handle and resolve a variety of situations impacting our members’ financial lives and make recommendations on ways to bring our mission of delivering a Better Banking Experience to life.

This candidate has prior customer service experience and is confidant when communicating with members about products and services directly. Reliability, dependability, availability, and flexibility to occasionally travel to other branch locations as needed are required.

Reporting Relationships

Reports to the Branch Manager

Specific Responsibilities and Duties

• Exceed member expectations through efficient, proactive and accurate service by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-time resolution of member concerns.
• Interact with members in the branch lobby to assist, educate and train on conducting self-service transactions (mobile, online & ATM)
• Open new memberships and/or cross-sells additional products and services, including loans for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures.
• Serve members’ financial needs in-person and at times via phone: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining databases, and by providing information and education regarding Credit Union services.
• Ensure members are connected to the appropriate partner/employee to best accomplish their financial goals.
• Conduct outbound sales activities (ex. phone outreach, community events, meetings with local businesses, etc…) to establish visibility of the SafeAmerica brand into the community and to drive business to the branch.
• At times may handle teller transactions as necessary or required in the branch.
• Promotes an effective team relationship and contributes to a productive, team-oriented work environment.
• Responsible for the day-to-day application of organizational policies and procedures to help members.
• Participates in regular staff meetings to include training to ensure staff is thoroughly trained in all Credit Union products and services as well as regulatory requirements that apply to their daily function.

Essential Functions, Skills and Abilities

Includes the possession of, but is not limited to:

Required:

• Prior experience in a sales and service environment.
• Demonstrates energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
• Demonstrates empathy and ownership, striving to make another’s experience better.
• A true team player and collaborator able to translate knowledge and experience into strong and productive relationships internally and externally.
• Professional behavior and professional image while maintaining consistent attendance at work.
• Highly motivated self-starter that possesses an intense focus on achieving results. Conveys a sense of urgency to achieve business goals and exceed expectations.
• Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.
• Contribute toward creating solutions to challenges that impact the team while maintaining a focus on productivity.
• Knowledge of banking products and services and knowledge of general banking policies, programs, procedures and financial practices.
• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
• Physical abilities include but are not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.