Senior Member Service Representative

Job Description

Job Description

POSITION SUMMARY

Responsible for strengthening existing member relationships as well as gaining new growth for the credit union. Responsible for leading the consumer and business development initiatives and expanding the membership base to achieve maximum profitability consistent with the credit union’s overall strategy. Act as the “Manager” in absence of Branch Manager. Responsible for maintaining a working knowledge of all credit union products, services and operations. Support a sales and service culture.

ESSENTIAL FUNCTIONS

• Represent the credit union to members in a courteous, professional manner.
• Contribute to the fulfillment of branch and credit union sales and service goals.
• Identify and expand the members’ products per household (share of wallet).
• Lead the consumer and business development initiatives to expand the membership base to achieve maximum profitability consistent with the credit union’s overall strategy.
• Deliver consultative member experience to uncover needs relating to members personal financial goals. Make product and service recommendations based on those needs.
• Profile existing and prospective members to identify needs in order to provide sound financial information to recommend financial planning services and make referrals to business lines when appropriate.
• Identify, develop, and market all applicable NFCU deposit products and services to existing and prospective business members.
• Support branch performance plan designed to increase member loyalty resulting in a world class Net Promoter Score.
• Provide informed, accurate professional, friendly service and support to all internal and external members.
• Perpetuate an atmosphere of teamwork in the branch through the demonstration of support of Neighbors, its strategic plan and the individual branch goals.
• Coordinate staffing and branch operations with manager and be the go-to-person when support departments need assistance from the branch.
• Assist in the planning and implementation of branch sales promotion campaigns
• Comply with all regulatory issues.
• Assist with balancing the vault, ITMs, ATM, and Recycler.
• Maintain knowledge of and comply with federal regulations such as the Bank Secrecy Act and credit union security protocols as it relates to this position.
• Perform other duties and responsibilities as required or assigned.

KNOWLEDGE, SKILLS AND ABILITIES

MINIMUM QUALIFICATIONS

High School diploma or equivalent required; college degree or some college coursework completed preferred. Two years’ experience in a credit union or other financial institution preferred with a strong emphasis on member service experience. Must complete necessary courses to attain Financial Counselor designation and receive re-certification when needed.

Salary : DOE

FLSA Status : Non-Exempt

Location : Prairieville Branch

Reports to : Branch Manager