Senior Branch Counselor

Job Description

Job Description

Job Summary

The Senior Branch Counselor (SBC) role is based in a branch and is a key team member that works with other BCs to ensure superior service is being provided to our members. This role is critical to the overall success of the

branch and will perform both service and sales activities which can include assisting our members with general

inquiries, recommending self-service technologies, and processing standard credit union transactions. A SBC will use their experience to offer improvements during meetings, mentoring their fellow co-workers, and ensuring that audit / compliance procedures of the branch are followed.

Essential Job Functions

SBCs will identify opportunities and take actions to expand our memberships, shares and consumer loan growth,

through outbound calling, marketing, and referrals. Targets and achieves individual sales goals and supports branch sales goals by managing assigned member base and proactively uncovering additional financial needs. They will also enhance existing relationships with credit union members in the branch by identifying financial needs and recommending convenient, efficient, and thoughtful financial solutions.

Conducts sales presentations to new and existing Farmers / Select Employer Group employees to generate business.

Provides recommendations to improve the credit union's awareness in the Farmer's building and community. Shares best practices with fellow employees in regards to sales techniques used that are successful in obtaining new leads and sales production.

Assists members of Farmers Credit Union through maintaining and executing knowledge of products and services.

Performs day to day transactions for members including, but not limited to, deposits, withdrawals and transfers.

Answers member inquiries and provides information in accordance with Credit Union policies and procedures for

statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related

needs. Assists members with all aspects of the loan process such as gathering necessary documentation, running credit reports, and determining loan rates. Balances cash drawer, branch vault, ATM, negotiable instruments, and

daily work at the end of each workday, including encoding and proofing checks for item processing, according to

Credit Union balancing requirements.

Consistently provides a high level of service and is committed to increasing member satisfaction and achieving

successful results in the Member Service Surveys. Demonstrates adherence to the branch service and standards in addition to enforcement and modeling of our mission statement and core values.

Handles complex situations in specialty area of expertise such as operations, lending, and products / services.

Performs advanced research on accounts, identifies and corrects member account problems. Hosts and participates in daily branch huddles with branch team members. Provides input to the team when discussing scheduling with the focus always on member service.

Responsible for assisting new hires with learning the Credit Union's products and services relative to Branch

Operations and takes a lead role ensuring all employees are proficient in and follows all Branch Operations

procedures. Ensures the audit / compliance procedures of the branch are followed. Participate in the Mentor Program as a mentor. Be in regular contact with the mentee and report any issues to the appropriate Branch Manager.

This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

Education Requirements

High school diploma or equivalent required.

Bachelor's degree preferred.

Experience Requirements

Minimum two years experience in customer service, sales activities, and cash handling in a financial institution

required.

Additional Qualifications

Strong verbal communication and listening skills; Ability to write clear and concise correspondence, including

email, using correct spelling, grammar, and format.

Ability to represent the company with external constituents in addition to being able to articulate precise

information to customers or potential customers.

Possesses strong technical aptitude; Proficient in utilizing applicable technology to perform duties, including

proficient in Microsoft Office Products such as Word, Excel, and Outlook.

Possesses strong product knowledge; Preferably proficient in credit union applications (DNA Fiserv, LoansPQ,

Experian, COOP, Springboard, CCM, Catalyst.

Develops and delivers effective presentations; Possesses poise and ability to speak clearly and effectively to

members and groups of potential members. Able to assist with training co-workers on their presentation skills and effectiveness.