Member Service Generalist

ESSENTIAL DUTIES & RESPONSIBILITIES:

Member & Teller Service:

• Provide consistent, courteous and personal service to members.
• Analyze member needs, match products and services to maximize member relationships with credit union and increase member wealth. Conduct outbound calls to existing and potential members to develop loan needs and solicit new loan business.
• Demonstrate the use of automated services to new and existing members in order to increase the percentage of members oriented to alternative channels.
• Open new accounts, service existing accounts and complete transactions such as deposits, withdrawals, loan payments and check cashing for members.
• Review member account problems and make determinations on refunding fees and charges within authority, as warranted by the circumstances.
• Perform routine maintenance on deposit accounts, certificates of deposit and individual retirement accounts.
• Accurately perform teller transactions and balance daily activities.
• Verify and balance cash drawer and assist with branch and negotiable item settlement.

Sales Expectations:

• Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling and referrals based on credit union's strategic plan.
• Offer products and services to our members to help them save time, make money as well as offer convenience and peace of mind.
• Generate business by conducting outbound calls to include system and self-generated leads.
• Identify and communicate to branch management, product or service related issues or improvements which could improve member service or increase revenue.

Loan Service:

• Protect members and the credit union by promoting payment protection.
• Proactively interview members and review debt held at other financial institutions for transfer to the credit union.
• Build rapport, use critical thinking and credit union philosophy of "people helping people" to uncover additional lending needs through credit review.
• Compile necessary documentation, define requirements and determine accurate payment information for loans.
• Review loan denials for possible recommendation for approval.
• Courteously communicate denials to members and offer alternative solutions and financial education as appropriate.
• Evaluate branch loan pipeline and create proposals for follow up and missed opportunities.
• Proactively offer convenience channels to disburse loans.

Membership Development:

• Maintain current member files for follow-up.
• Assist with membership calls as required for marketing of products, services and promotions.
• Generate ideas to enhance quality service, such as recommendation for workflow improvements and product innovation.
• Partner with branch management to support business development efforts such as open enrollments, visiting local businesses and staffing community events.

Quality Control:

• Identify and communicate product or service related issues and/or improvements resulting in higher quality products or services.
• Maintain adherence to all credit union policies, procedures and regulatory requirements, while demonstrating professional service skills and financial integrity, as due course of business.

Other:

• Perform other related duties as required or directed.
• Must have a flexible schedule, be able to work Saturday hours and travel to other branch locations.

ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent with additional specialized training equivalent to two years college, experience can be credited in lieu of education.

EXPERIENCE: One-year sales experience required. One to two years financial services experience, specifically with deposit and lending products and proficiency in interviewing loan applicants preferred.

KNOWLEDGE, SKILLS, AND ABILITIES: Have knowledge of financial institution products and services, skills in communications, customer service, human relations, on-line computers and business math. Have an ability to work independently and as part of a team and problem solve. Must be numbers and detail oriented and have ability to multi-task.

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 stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.