Member Service Representative - Saginaw Area

Full Time - 38 hours/week

Pay: $18.00/hour-$20.00/hour

Location: Saginaw Area

Position Summary:

To provide exceptional, excellent Member Service and direct the delivery of products/services by offering solutions to address members’ financial needs. Sales efforts will occur through face to face and outbound calls. The candidate will open, service and problem solve all various types of accounts, products and services. The candidate must be a team player with a can-do-attitude, display a high level of integrity, and possess excellent interpersonal skills. They must have an excellent record of providing outstanding Member Service while meeting sales and operational goals.

Essential Function and Responsibilities:

Taking members and providing excellent Member Service by cross selling products and services.

This includes, but is not limited to:

Primary Responsibilities:

• Actively and independently seeks knowledge of all products and services to effectively cross-sell, as solutions, in meeting financial needs.
• Focus on obtaining new membership through outbound calling, networking with local businesses, and other referral based avenues.
• Responsible for the quality of new accounts opened, including attaining goals and total job standards set by Department Manager.
• Acts as liaison between members and various departments
• Confers with members by telephone or in person to provide information about products or services
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties
• Must comply with established policies, procedures and membership requirements when working with member’s accounts.
• Performs duties and serves members and co-workers in accordance with our A-Plus Standards and meets specific department/individual standards.
• Performs all duties and responsibilities of a loan interviewer, providing information on loan products and services, including calculating debit ratios and payments, quoting rates, payoffs, taking applications, and closing loans.
• Proactively solicits and asks for our members business in order to deepen relationships and to increase share growth through a variety of contacts as directed.
• Must understand and comply with all federal and state laws and regulations including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls.
• Perform other duties as assigned.
• Provide SPARK! Member service, have strong communication skills (verbal and written) and be able to find solutions to difficult problems.
• Understand and can comply with all Federal and State laws and regulations including the Bank Secrecy Act, Patriot Act, Military Lending Act, Office of Foreign Asset Controls, FCRA, Graham Leach- Bliley, and all applicable lending regulations.

Qualifications:

• Candidate must be knowledgeable of Credit Unions product and services and demonstrate the ability to cross-sell and build deeper relationships with our membership
• Strong attention to detail and accuracy
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA
• Be adaptable to change and embrace Member Service standards
• Ability to learn new tasks and processes quickly and efficiently
• Excellent written and oral communication skills
• Proficiency in Microsoft Software

Skills and Abilities:

• Level of trust and diplomacy is required, in addition to normal courtesy and tact
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature, confidentiality and professionalism
• Working knowledge of Microsoft Outlook, Word and Excel
• Comfortable learning and adapting to new systems, processes and change
• Must be able to operate all basic office equipment
• Must be able to demonstrate the TMA process during member conversations

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.

Education:

• High School Diploma, GED equivalency or higher

Mathematical Skills

• Ability to calculate figures and amounts such as add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Abilities

• Ability to define problems and seek solutions for members

Certifications, Licenses

• Must be bondable.
• Internal annual compliance testing required

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.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is professional and typically moderate

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