Financial Services Representative - Full-time / Part-time

Summary

Deliver superior service to the members at all times . Present a positive, efficient and professional front line atmosphere. Leave the member with the feeling they are our number one priority . Treat all internal and e xternal members with respect and courtesy.

Essential Duties

• Adhere to the the company's Value Proposition service standards statement on a daily basis with internal and external m embers .
• Efficiently and accurately h andle all member transactions in person or by mail or phone including, but not limited to, deposits, withdrawals, transfers, cash advances, and ex changes of currency. Issue c ashier' s checks, money orders, traveler' s checks, gift checks /cards , postage stamps , etc . Responsible for balancing daily work, cash drawer, and negotiables. Also, may assist with balancing branch negotiables including but not limited to money orders, travelers checks, official checks, etc. Process any member transactions received by mail.
• Research and follow-up of member inquiries regarding the services in a timely manner whether in person or by mail or phone .
• Educate and inform members on all products and services . R efers and/or cross sell s company's products and services in order to meet monthly production goals.
• Perform member account maintenance functions including closures, personal and ac count data changes, and account opening s.
• Promptly answer tele phone inquiries and f orward calls to appropriate personnel.
• Take accurate messages when necessary and follow up that call was returned.

• Accountable and responsible for the security of all funds assigned.
• Possess and maintain knowledge of all products, services, policies and procedures.
• Comply with all state and federal regulations related to this job and to the company.
• Attend training classes as requested by supervisor and /or Human Resource s Dept .
• Available to travel or relocate to any branch location as requested by management.
• Monitor supply inventories and submit purchase request s to authorized personnel.
• Excellent verbal and written communication with department supervisors, co-workers, and members.
• Accurately and efficiently complete all member or account related forms and forward to appropriate department for action and/or filing.
• Must be available to travel to any branch location for back-up as requested by management, as well as work on Saturdays when needed.
• Complete any job assignments and duties assigned by Branch Managers when working in their branches.
• Assist with the opening/closing of the branch office as necessary.
• Promote teamwork by assisting others with work when needed or when own work is completed.
• Assists in special projects or other assignments as requested by a supervisor.

• Actively educate and inform members on all products and actively cross-sell all products/services to meet monthly production goals. Identify potential lending business through the thorough review of the member's credit report.
• Assist member(s) with account inquiries in a timely and accurate manner and perform all functions associated with account maintenance as requested including but not limited to personal and account data changes, address changes, and account closures.

• Knowledgeable and proficient in the account opening process for all deposit accounts including but not limited to savings, checking, money market, and club accounts; Also, have proficiency in identification and new account screening methods and be able to fully explain regulatory requirements on all accounts and services.

• Knowledgeable and proficient in Certificate of Deposit and Individual Retirement Accounts (IRAs) including opening, renewing and closing, and accurately calculating withdrawal penalties and dividend payments as appropriate.
• Assist members with the loan application process including but not limited to the gathering of background information on the member, pull credit reports and print summary screen(s) so that Loan Officers are able to accurately complete loan papers.
• Complete all loan documents, establish loans in the system and fund the loans to the proper General Ledger (GL) account.
• Handle member payroll maintenance inquiries including startup, changes, etc. and submit forms to proper person/department for completion and filing.
• Answer member lending questions and provide current loan rates and NADA used car quotes to members, as well as any other information requested on credit union products and services.
• Maintain usage proficiency on all member-related third party systems and software including the maintenance of member records. These systems include but are not limited to member check ordering, ATM/Debit card ordering and maintenance, account and identity verification, etc.

• Perform ou tbound solicitation calls daily.
• Performs other duties as assigned by the Sales Manager or Sales Director or Senior Management .

Role:

Employee shall demonstrate an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.

Minimum Job Requirements

• Maintain av era g e Mystery Shop Score of 4.80 in service and sales
• 5 applications per day
• $ 500,000.00 Booked Loan' s
• Minimum of 20 Auto loans per month (20 autos x $20k avg.=$400,000)
• Minimum of 20 non auto loans loan' s per (25 l oa ns x $4800 avg.=$120,000)
• 30% GAP sales monthly
• 30% Warranty sales m onthly
• 30% Credit Life sales monthly
• 30% Credit Disability sales monthly
• 40 O utbound sales calls per day
• 100% profiles completed
• 2 prepaid legal sold monthly
• 4 Referrals to FCFS Financial Services m onthly
• 8 Referrals to Money M anagement Classes Monthly
• Application log to be turned in daily
• Lead update given to Sales Supervisor or Sales Manager daily for rev iew
• Daily Productivity Log to reviewed with Supervisor before you leave for day

FSR Daily Operations Schedule

8:45 - 9:00 Morning Huddle

9:00- 11:00 Approval and Solicitation Calls

11:00-5:00 Pipeline Follow up, Call Backs, Loan Closings, Face to Face Appointments

5:00-5:45 PCT- Protected Call Time BLITZ (This time is used for solicitation calls and nothing else) Loan Closings will be the only exception

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Focus on serving the member, gaining the member's respect and trust, and always acting with the member in mind.
• Analytical ability to quickly assess member's financial needs and offer solutions.
• Proficient in use of a calculator and adding machine and proficient typing skills.
• Effective oral and written communication skills to converse in person or by phone with members and correspond in writing .
• Willingness to attend training seminars and meetings outside normal working hours.
• Ability to learn and use the credit union PC hardware and software.
• Must have a proactive and positive attitude toward members, supervisors, co-workers and the credit union.
• Must be proficient in Microsoft Office products, including but not limited to Word, Excel, email and Outlook.

• Interpersonal Skills - Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
• Ability to maintain high sales volume and demonstrate the capacity to obtain top sales performance