Careers

General Summary

The eSolutions Member Services Representative is responsible for consistently delivering world class service to members, uncovering and understanding our members known and unknown needs and finding solutions to help them achieve those needs. The ideal candidate will be able to multi-task effectively while answering a high volume of calls and handle and resolve a variety of situations impacting our members’ financial lives.

Reporting Relationships

Reports to the eSolutions Manager

Specific Responsibilities and Duties

• Exceed members’ expectations through efficient, proactive and accurate service to ensure a superior member experience by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-call resolution of members concerns.

 

• Serve members’ financial needs via all remote communication channels: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining database, and by providing information and education regarding Credit Union services.

 

• Promotes an effective team relationship and contributes to a productive, team-oriented work environment.

 

• Responsible for the day-to-day application of organizational policies and procedures to help members

 

• Participates in regular staff meetings to include training to ensure staff is thoroughly trained in all Credit Union products and services as well as regulatory requirements that apply to their daily function.

 

• May open new memberships and/or additional products for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures.

 

• Support the achievement of both individual and team based sales, service and operational goals by understanding members stated and unstated needs, and taking advantage of opportunities to strengthen member relationships through the proactive cross-sell of SafeAmerica products and services.

 

• Participates in special projects as assigned.

 

Essential Functions, Skills and Abilities

Includes the possession of, but is not limited to:
Required:

• Prior experience in a sales and service environment.

 

• Demonstrates excellent telephone etiquette and an ability to establish rapport with members over the phone.

 

• Demonstrates empathy and ownership, striving to make another’s experience better.

 

• A true team player and collaborator able to translate knowledge and experience into strong and productive relationships internally and externally.

 

• Professional behavior and professional image while maintaining consistent attendance at work.

 

• Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.

 

• Contribute toward creating solutions to challenges that impact the team while maintaining a focus on productivity.

 

• Knowledge of banking products and services and knowledge of general banking policies, programs, procedures and financial practices and an ability to explain financial concepts, policies and procedures clearly and succinctly to others.

 

• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

 

• Physical abilities include but are not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

General Summary

The Financial Services Representative is a key utility player within the branch; responsible assisting and educating members on self-service banking options, processing teller transactions accurately and efficiently, and delivering world class service to members by uncovering and understanding our members known and unknown needs.

The Financial Services Representative will spend part of their day standing, serving members in a typical transaction based environment, while spending the other part of their day in a platform service environment, building strong relationships with members and resolving member issues or concerns, while helping SafeAmerica Credit Union achieve new member, deposit growth and lending targets.

The successful candidate will have excellent interpersonal skills to effectively communicate, both verbal and written, with our members and Credit Union personnel. Possessing a friendly attitude and maintaining a professional appearance and behavior are keys for success. The ideal candidate will have the ability to promptly and professionally handle and resolve a variety of situations impacting our members’ financial lives and make recommendations on ways to bring our mission of delivering a Better Banking Experience to life.

This candidate has prior customer service experience and is confidant when communicating with members about products and services directly. Reliability, dependability, availability, and flexibility to occasionally travel to other branch locations as needed are required.

Reporting Relationships

Reports to the Branch Manager

Specific Responsibilities and Duties

• Exceed member expectations through efficient, proactive and accurate service by actively listening and assessing the needs of the member, explaining the features and benefits of targeted solutions and ensuring first-time resolution of member concerns.

 

• Interact with members in the branch lobby to assist, educate and train on conducting self-service transactions (mobile, online & ATM)

 

• Open new memberships and/or cross-sells additional products and services, including loans for new and existing members and assists members with automated services. Stays abreast of latest changes in products, services, consumer protection laws, rate changes and Credit Union policies and procedures.

 

• Serve members’ financial needs in-person and at times via phone: fulfilling requests, answering inquiries, completing transactions, resolving problems, maintaining databases, and by providing information and education regarding Credit Union services.

 

• Conduct outbound sales activities (ex. phone outreach, community events, meetings with local businesses, etc…) to establish visibility of the SafeAmerica brand into the community and to drive business to the branch.

 

• At times may handle teller transactions as necessary or required in the branch.

 

• Promotes an effective team relationship and contributes to a productive, team-oriented work environment.

 

• Responsible for the day-to-day application of organizational policies and procedures to help members.

 

• Participates in regular staff meetings to include training to ensure staff is thoroughly trained in all Credit Union products and services as well as regulatory requirements that apply to their daily function.

 

Essential Functions, Skills and Abilities

Includes the possession of, but is not limited to:
Required:

• Prior experience in a sales and service environment.

 

• Demonstrates energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.

 

• Demonstrates empathy and ownership, striving to make another’s experience better.

 

• A true team player and collaborator able to translate knowledge and experience into strong and productive relationships internally and externally.

 

• Professional behavior and professional image while maintaining consistent attendance at work.

 

• Highly motivated self-starter that possesses an intense focus on achieving results. Conveys a sense of urgency to achieve business goals and exceed expectations.

 

• Ability to multi-task, handle ambiguity and adapt quickly to changing circumstances.

 

• Contribute toward creating solutions to challenges that impact the team while maintaining a focus on productivity.

 

• Knowledge of banking products and services and knowledge of general banking policies, programs, procedures and financial practices.

 

• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

 

• Physical abilities include but are not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

General Summary

Under general supervision and within established credit union guidelines and lending policies, performs work regarding the use of judgment and discretion in making credit decisions for members seeking a variety of consumer loans. Completes all duties in conformance with internal guidelines and external laws and regulations.

Reporting Relationships

This position reports to the Loan Manager

Specific Responsibilities and Duties

• Completes all transactions in a manner that creates a high quality service experience (as perceived by the member). Quality service delivery includes the communication and cross-selling of all products and services (depository and lending) that provide a financial benefit to the individual member.

 

• Interviews loan applicants, both in person and via the telephone. Answers questions from members regarding loan eligibility, lending criteria, and appropriate fit of available products to meet their individual financial needs.

 

• Reviews applications and the documentation to determine the credit worthiness of the applicant. Develops information to process loan applications such as verification of income, credit reports and vehicle appraisals.

 

• Approves loans within authorized lending limits and underwriting parameters. Loans authorized lending limits or underwriting parameters are submitted (with the Senior Loan Officer’s recommendation) to the Loan Manager or Vice President of Lending for final determination.

 

• Completes annual BSA and OFAC training to ensure an overall working knowledge of BSA/AML and OFAC. Is responsibility for monitoring loan applications for suspicious financial information, purpose and/or collateral. Ensures that BSA policy guidelines are followed with regards to third party loan proceed payees and monitoring loans for large cash transactions.

 

• Disburses loans ensuring that all forms and documents are signed and the member understands debt responsibilities.

 

• Responsible for obtaining all correct Department of Motor Vehicle forms needed to process a vehicle loan.

 

• Responsible for inputting loan information into the Loan Origination system. May be responsible for completing employment verification.

 

• May provide financial counseling for the resolution of financial problems.

 

• Completes all duties in a manner that will result in loan fundings within current turnaround time frame goals.

 

• Assists in compiling and completing internal and external reports as required.

 

• Evaluates creative and alternative opportunities to assist members with their financial needs.

 

• Effectively manages relationships with various dealerships.

 

• Assists with the coordination of Credit Union special vehicle sales program.

 

• Performs any additional tasks that may be assigned.

 

 

Essential Functions, Skills and Abilities Required

Includes the possession of, but is not limited to:

• Technical knowledge and competence in personal computer skills working in a Windows environment, with particular knowledge of word processing and spreadsheet applications: ability to quickly learn specialized software applications. Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

 

• A minimum of 1-2 years experience and basic knowledge all consumer loan laws and regulations and workflow processes.

 

• Physical abilities includes but is not limited to: the ability to compare and continuously be alert, use judgment, and be patient; and the continuous need to use auditory perception, memory and reasoning ability. While performing the essential duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand, walk, use hands to finger, handle or feel objects, tools or controls; reach with arms and hands; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

 

• Interpersonal skills to effectively communicate with personnel throughout the Credit Union and with third party vendors. Ability to have and create harmonious working relationships throughout the Credit Union.

 

• Professional behavior and professional image. Consistent attendance at work.

 

• Good communication skills both verbal and written. Good organizational skills and the ability to analyze and weigh out various options to resolve problems.

 

• Must be able to work flexible hours including weekends.

 

• Ability to prioritize tasks and duties throughout the day.