Member Service Representative

Member Service Representative/Success Guide

We’re looking for someone with integrity and passion. If that’s you, come explore a career with us. Let’s grow together!

NextMark Credit Union is currently seeking a full-time Success Guide (formerly known as Member Service Representative) at our Fairfax branch. We are committed to being an inclusive organization where our employees are treated fairly, recognized for their individuality, promoted based on skills and performance, and encouraged to reach their full potential. Benefits of full time employment at NextMark include medical, dental, and vision insurance, company-paid life and long term disability insurance, vacation and sick leave, 401(k) with matching contributions, flexible spending accounts, tuition reimbursement, telecommuting program, casual dress opportunities, monthly incentive program, annual bonus potential, and loan rate discounts.

The role of the Success Guide is to empower and motivate our members to help them define their own success by providing simple, creative, and innovative solutions that support their goals. The Success Guide proactively greets and welcomes incoming members at the entrance and assists with services, including but not limited to, account opening, consumer loan originating and processing, account maintenance, deposits, withdrawals, payments, and general member inquires. This position is 37+ hours per week, Monday through Saturday. The Success Guide reports to the Branch Manager.

Major Duties and Responsibilities:

40% Delivers extraordinary Member Service by demonstrating and maintaining exceptional knowledge and expertise of all financial products and services, as well as providing highly effective resolution of member issues. Creates the member experience by providing a positive image and maintaining all Member Service standards.

30% Responsible for account maintenance, opening new deposit accounts, originating loan applications, processing loan closings, opening certificate accounts and processing renewals in accordance with NextMark’s and regulatory policies and procedures. Promptly researches and resolves member questions, problems and complaints by telephone, through written correspondence or face-to-face/in-person. Responsible for member transactions and accurate end of day balancing.

20% Participates in branch sales and promotion programs. Identifies cross-sell opportunities. Actively participates in branch development meetings. Asks for business referrals from satisfied members and attains individual sales goals.

10% Acts as liaison between members and various organizations and departments. Performs other related duties as assigned.

Expectations:

1. Model NextMark’s vision and values. Utilize the member experience program to communicate effectively internally with NextMark teammates and externally with members. Meet or exceed service scores established in NextMark’s survey program.

2. Demonstrate knowledge of products and promotions and ability to correctly identify and confidently recommend products that meet members' needs. Achieve assigned monthly sales and service goals.

3. Demonstrate proficiency in the usage of the core processing system, loan origination system and other branch systems and online and mobile applications. Stay current with system upgrades. Attend training sessions and complete assignments on time.

4. Maintain a professional work environment and businesslike manner. Adhere to attendance and schedule expectations.

5. Must follow proper policies and procedures when opening all types of accounts, certificates, loans, and other products and services. Complete and submit all new account, deposit, and loan related paper work to correct storage application within two days of origination with no errors. Ensure all laws, regulations, and policies & procedures of NextMark are followed including but not limited to all BSA/USA PATRIOT Act, Check 21, CTR, SAR, and HMDA requirements. Ensure that all NextMark or Member data is kept confidential and NextMark securities are secured at all times.

Knowledge and Skills:

Experience: One year to three years of similar or related experience in a financial institution.

Education: A high school diploma or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Individual should be self-motivated, have excellent customer service skills, be able to take ownership of issues, and demonstrate effective problem solving skills.

Other Skills/Requirements: Ability to work within deadlines and under pressure. Microsoft Office proficient (includes Word, Outlook, and Excel). Excellent verbal and written communication skills. Utilize standard office equipment including but not limited to: PC, electronic document storage system, copier, fax, telephone, etc. Must pass background check and maintain bondability and MLO registration with the NMLS.

Physical Requirements: Ability to stand or sit at a desk for extended periods. Ability to lift up to 25 lbs.

Work Environment: A financial institution branch environment.

Additional Information:

This job description is not a complete statement of all duties and responsibilities comprising this position.

This position will be posted both internally and externally. Final internal and external candidates must successfully complete the required pre-employment assessments designated for this position.

NextMark Credit Union is an EEO employer committed to the non-discriminatory treatment of all applicants and personnel without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, childbirth, or a medical condition related to pregnancy or childbirth, marital status, disability, citizenship status, military status, or any other classifications protected by applicable state, federal or local laws. Equal access to programs, services and employment is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify Human Resources.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k) 6% Match
• AD&D insurance
• Credit union membership
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid sick time
• Paid time off
• Professional development assistance
• Profit sharing
• Tuition reimbursement
• Vision insurance
• Volunteer time off

Experience level:

• 1 year

Schedule:

• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Fairfax, VA 22030: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your desired salary or salary range?

Experience:

• cash handling: 1 year (Preferred)
• customer service: 1 year (Preferred)
• financial institution: 1 year (Preferred)

Work Location: In person