Virtual Branch Float Representative

Summary: KEMBA Financial Credit Union is seeking a Virtual Branch Float Representative to handle member outreach and support services. The role involves onboarding new members, addressing member inquiries, and cross-selling financial products while ensuring high levels of member satisfaction. Responsibilities: - Assumes responsibility for the effective and professional performance of Member service functions: - Presents and explains Credit Union services and products to Members and assists in meeting their financial needs; opens and closes accounts; orders checks for Member accounts; completes payroll deductions and authorization forms - Answers questions and solves problems for Members by listening to problems, collecting data, securing answers and reporting results to the inquiring party; resolves Member bookkeeping and account related issues - Receives and directs Members and telephone calls; responds to inquiries and questions, or directs them as necessary; records and relays messages - Performs file maintenance and account changes as necessary - Maintains IRA accounts and answers questions regarding IRAs - Cross-sell services, provide referrals, and promote automated services - Complete member outreach calls as directed by management with 100% on time completion - Ensure Member satisfaction by addressing member complaints and resolve account-related problems that may arise through member contact - Aggressively target new services for existing Members and non-Members: - Initiate outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members - Qualify deposit services for Members in a manner consistent with policy and procedures - Target, sell, and originate new memberships for all qualified non-Member candidates - Provide a high level of service support for all inbound Member phone call coverage as support is needed in the service or sales queues - Meet or exceed targeted referral and productivity goals established for this position - Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA - Maintains an up-to-date status of all sales support and processing activity with routine reporting to management - Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures - Assist in other areas as directed by Credit Union management - Develop an understanding of Credit Union history, philosophy, organization, policies and operational procedures - On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs - Must be able to relate to other people beyond giving and receiving instructions: (a) can get along with coworkers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor Required Qualifications: - High school diploma or equivalent education and experience - One to two years of experience in a sales/customer service environment - Prior experience in a financial/banking institution preferred - Strong organizational skills and attention to detail - Good understanding of member services and products provided - Ability to work well independently, or as part of a team - Basic PC skills (Windows) - Assertive problem solving skills - Must value a high degree of accuracy - Professional demeanor - Effective communication skills Preferred Qualifications: - Prior experience in a financial/banking institution preferred Required Skills: Sales experience, Customer service experience, Financial/banking institution experience, Member services knowledge, Product knowledge, Basic PC skills, Windows, Assertive problem solving, work as part of a team, Professional demeanor