Careers

General Summary

The E-Solutions 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 E-Solutions 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 Specialist is responsible for building strong advisory relationships with members, resolving member issues, consistently delivering world class service, uncovering and understanding our members known and unknown needs and finding solutions to help them achieve those needs; while helping SafeAmerica credit union achieve new member, deposit growth and lending targets.

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

 

• 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.

 

• 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

 

• In conjunction with the Branch Manager, build and execute a business plan to achieve certain unit and revenue growth targets for the credit union.

 

• At times, may handle teller transactions as necessary or required in the branch, or provide teller and other branch staff with coaching and guidance on products, special programs and how to identify member needs

 

• 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:

• Proven sales management experience in a customer focused sales and service environment.

 

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

 

• Demonstrated ability to assess individual and branch performance, and to subsequently develop and execute a sales plan to exceed expected targets..

 

• Strong business/financial acumen.

 

• 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.

 

• 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

 

• This position requires the employee to register as a mortgage loan originator with the Nationwide Mortgage Licensing System and Registry ("Registry") and obtain a unique identifier from the Registry before engaging in mortgage loan originator activities, to maintain and renew that registration on an annual basis, to update registration information with the Registry on a timely basis, and to provide that unique identifier to consumers as required by applicable SAFE Act regulations and SafeAmerica policies and procedures

 

• 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.