Senior Member Service Representative at Neighbors… · Baton…

SENIOR MEMBER SERVICE REPRESENTATIVE Regular Full-Time · Location: Perkins Branch, Baton Rouge, LA, US 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 Management. Responsible for maintaining a working knowledge of all credit union products, services and operations. Support a sales and service culture. ESSENTIAL FUNCTIONS 1. Represent the credit union to members in a courteous, professional manner. 2. Contribute to the fulfillment of branch and credit union sales and service goals. 3. Identify and expand the members’ products per household (share of wallet). 4. Lead the consumer and business development initiatives to expand the membership base to achieve maximum profitability consistent with the credit union’s overall strategy. 5. Deliver consultative member experience to uncover needs relating to members personal financial goals. Make product and service recommendations based on those needs. 6. 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. 7. Evaluate member eligibility of various credit union products and services using ChexSystems and related account history regarding approval of various credit union products and services. 8. Identify, develop, and market all applicable NFCU deposit products and services to existing and prospective business members. 9. Support branch performance plan designed to increase member loyalty resulting in a world class Net Promoter Score. 10. Provide informed, accurate professional, friendly service and support to all internal and external members. 11. Perpetuate an atmosphere of teamwork in the branch through the demonstration of support of Neighbors, its strategic plan and the individual branch goals. 12. Coordinate staffing and branch operations with manager and be the go-to-person when support departments need assistance from the branch. 13. Assist in the planning and implementation of branch sales promotion campaigns 14. Comply with all regulatory issues. 15. Assist with balancing the vault, ITMs, ATM, and Recycler. 16. Maintain knowledge of and comply with regulatory requirements such as the Bank Secrecy Act and credit union security protocols as it relates to this position. 17. Perform other duties and responsibilities as required or assigned. KNOWLEDGE, SKILLS AND ABILITIES • Ability to read and write. • Ability to count and deal with numbers and details effectively. • Ability to effectively and efficiently communicate orally, in writing, and by phone. • Ability to provide courteous and professional service to members and community partners.  • Ability to learn, apply, and communicate knowledge of credit union products, services, policies and procedures. • Ability to analyze situations related to position in order to make sound decisions. • Ability to adapt well to a fast- paced and changing environment. • Ability to work well with a team or alone. • Ability to portray professional image. • Ability to learn, apply and communicate knowledge of teller department policies and procedures. • Ability to input and retrieve data from computer. • Ability to multi-task by operating multiple monitors and software systems simultaneously. • Ability to use and learn office machines (i.e., copier, scanner, terminals). • Exceptional interpersonal and communication skills. • Excellent member service skills. • Strong sales and service attitude. • Ability to work independently with little or no supervision. • Ability to compose letters and memorandums. • Ability, willingness and flexibility to work in multiple branches. • Ability to obtain and maintain NMLS ID. MINIMUM QUALIFICATIONS High School diploma or equivalent required; college degree or some college coursework completed preferred. Two years’ experience with a strong emphasis on member service in a credit union or other financial institution preferred. Must complete necessary courses to attain Financial Counselor designation and receive re-certification when needed. Salary: DOE FLSA Status: Non-Exempt Location: Perkins Branch Reports to: Assistant VP, Branch Manager