4643 Financial Service Representative I

Travel is required during training which will last approximately 1 month.  Additional details will be discussed during the interview.

 EXTRAORDINARY BENEFITS:

• On average our FSRs have the potential to earn $500 or more in monthly incentives.
• Medical, dental, and vision insurance
• Short Term & Long Term Disability Benefits 
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• 11 Paid Holidays
• Tuition Reimbursement
• Competitive Scholarships
• EAP (Employee Assistance Program)

WE CURRENTLY  DO NOT SPONSOR WORK RELATED VISAS  

Position:         Financial ServicesRepresentative I (FSR I)

Department:  Retail Operations

Reports To:   Branch Manager or Assistant Branch Manager

FLSA:             Non-Exempt                                                                          

SUMMARY

Under general supervision, but following established policies and procedures, is responsible for creating, opening, and processing new consumer & business member accounts and cross selling services to members.  Explains products’ and/or services’ value, benefits, features, rates and fees to members.  Using the AIDINC® process as outlined in The Member Advantage (TMA) training, is responsible for conducting a high quality interview with members and potential members to satisfy their needs. Through the use of the Opening Act (OA) system, creates membership, new account, and deposit services in Symitar. Also uses Opening Act to build and submit loan applications to Central Lending Decision Makers for a decision. If an application is immediately approved by the system, (under the guidance of the Branch Manager, Assistant Branch Manager, or Loan Officer), takes steps to disburse the loan. Represents the credit union in a professional, friendly, courteous manner. Gives prompt, efficient, and accurate service in the processing of all transactions. Stays current with credit union membership requirements, deposit products, services, loan products, and marketing campaigns.

SUPERVISORY RESPONSIBILITIES:  None

ESSENTIAL FUNCTIONS

• Using Opening Act and/or Symitar, opens and processes required documentation for all types of consumer & business deposit accounts including individual retirement accounts and certificates of deposit.
• Orders and statuses ATM and Debit cards through Card Creation Wizard or utilizes Card@Once to provide members with ATM and Debit cards instantly. Handles ATM and Debit card disputes and fraud disputes.
• Conducts quality interviews with members using the AIDINC® system to meet member needs through credit union products and services.
• Within the scope of an FSR I authority, accepts deposits and payments and performs withdrawals or loan advances. These transactions are performed on a variety of transaction and savings products as well as a variety of loan types, including credit cards. At the conclusion of a member interaction, reads back members’ receipts in order to verify and finalize the accuracy of the transaction.
• Within the scope of an FSRI authority, maintains control of cash by double counting all cash received and disbursed, or being diligent as the 2nd party in any dual control procedure.
• In opening new accounts, verifies checks for deposit are made payable to parties presenting them for negotiation, properly endorsed, and deposited in accordance with credit union policy, for new accounts and, if applicable, Reg CC.  A determination of collectability based on the actual check and the member presenting the item may require an extended hold. Utilizes True Checks within prescribed guidelines.
• Provides account information such as current balances, transaction history, dates & amounts of deposits and loan pay-offs (excluding business loans), only for the member account owner(s) for consumer & business accounts.
• Works to resolve members’ concerns, complaints, discrepancies, and problems through use of available resources, effective use of KFCU computer systems and product knowledge. Refers problems through the chain-of-command for resolution. Utilizes the Synapsys CRM to effectively track member concerns.
• Uses Opening Act system and the AIDINC process to complete quality consumer & business loan applications over the phone or in person. The goal of the loan application interview is to meet member needs and minimize pending applications.
• Routes the loan applications and any supporting documentation to Central Lending Decision Makers for disposition via Opening Act Priority 1 or Priority 2 queue.
• In the event of a declined loan, the FSR I clearly communicates the decision and how it was determined to the member in a positive and tactful manner. The FSR I should be able to advise the borrower(s) on proactive steps they can take to hopefully improve their prospects on their next application or improve their credit score.
• Upon loan approval, disburses the loan in accordance with guidelines and procedures. Ensures that all paperwork and documents for closure of loan are correctly completed. The goal in loan closing is to ensure that the member and KFCU are fully protected. It is imperative that any collateral offered for security has KFCU listed as lienholder, the member is aware of their requirement to maintain collateral insurance, and the terms to avoid defalcation are fully understood by the borrower(s).
• Like a concierge and utilizing TMA behavioral styles as a guide, provides insightful guidance and assists members through the process of opening deposit accounts, loans and other services using the AIDINC process.
• Consistent with the view that Sales is Service and Service is Sales, strives to exceed the goals set by the credit union with regard to member service and sales of all products and services offered by the credit union.
• Upholds all member information in the strictest confidence.
• Accurately interprets the Fair Credit Reporting Act as it applies to credit union loans.
• Completes, with an acceptable grade, all training for this position as directed by management and actively participates in training classes.
• In support of marketing campaigns such as Auto Loan Refinance or new member onboarding, makes outbound phone calls to contact members in regards to products or services for which the member qualifies. Effectively uses TMA skills to open new products and services for membership.
• Maintains proficiency in Symitar, COWWW, Synergy, Synapsys CRM, Outlook, Microsoft Office, Opening Act and any other computer systems necessary to perform the job satisfactorily.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), Red Flag Program and REG CC. 
• Utilizes The Member Advantage AIDINC® system to identify potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department’s policy and procedures. This can be affected through direct sale and in many cases referral to another team member. Effective use of the Synapsys CRM to create, monitor, and manage sales and referrals is required for consumer & business accounts. 
• Provides merchant referrals directly to the merchant for business accounts.

• Maintains branch office equipment and supplies necessary to keep office working efficiently.
• Assists in balancing the ATM as directed by the Branch Manager or Assistant Branch Manager.
• Assists in the balancing of Night Depository as directed by the Branch Manager or Assistant Branch Manager.
• Miscellaneous duties as assigned.

KNOWLEDGE & SKILLS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education:

• A high school education or GED.
• Community college coursework is desired.

Experience and Other Requirements:

• One year to three years of similar or related experience.
• Completion of Lending Class, New Accounts training, and Teller training through the KFCU Training Department required.
• Must possess ability to operate computer terminal, computer printers, calculator, fax machine, copier, telephone, fax machine, currency counter, and copier with accuracy and attention to detail.
• Must possess and exhibit an outgoing personality, helpful member service attitude and an ability to sell credit union products and services.
• Must possess strong basic math skills, accuracy and attention to detail
• Must demonstrate an ability to understand and implement changing policies and procedures.
• Must be knowledgeable of teller transactions relevant to the position..

• Must maintain confidentiality and dependability.
• Exceptional oral and written communication skills required.

Interpersonal Skills:  Courtesy, tact, and diplomacy are essential elements of the job.  Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Computer Skills:

• Extensive use of personal PC required.
• Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
• Must be able to navigate the internet to search for data and be able to complete online forms.
• Somewhat knowledgeable of emerging computer technology, such as mobile devices, imaging technology, and social media.
• Must be familiar with home banking and bill paying services.

Certificates, Licenses and Registrations:

• Must actively participate in and successfully complete The Member Advantage (TMA) training within 9 months of employment.
• Must actively participate in and successfully complete TMA Annual Accelerator training classes.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear.  The employee is frequently required to kneel, crouch, or stoop.  The employee is occasionally required to lift and/or move 25-50 pounds. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of desktop computer is required.  The noise level is that of a normal office environment. 

DECLARATION:  The human resources department retains the sole rights and discretion to make changes to this job description.