Job Description
Job DescriptionKey Responsibilities
· Provide coverage for staff shortages across multiple branches as needed.
· Greet and assist members with their inquiries and concerns via phone, email, and in-person interactions.
· Maintain and update member accounts, ensuring accuracy and confidentiality.
· Identify and resolve member issues promptly and effectively, escalating when necessary.
· Provide information and guidance on membership benefits, programs, and services available in order to meet branch deposit and loan goals.
· Handle and process member transactions accurately and efficiently.
· Maintain thorough and accurate records of member interactions and transactions.
· Meet established member relationship management standards through onboarding programs, outbound sales calls and referrals to other business lines.
· Work closely with team members and other departments to ensure seamless member service experience.
Core Skill Competencies
· Communication: Clear and effective communication skills, both written and verbal.
· Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
· Problem-Solving: Ability to identify issues, think critically, and develop effective solutions.
· Mathematical Skills: Basic math skills to handle cash transactions, balance cash drawers, and perform calculations.
· Attention to Detail: High level of accuracy and thoroughness in all tasks and documentation.
· Time Management: Efficiently manage time and prioritize tasks to meet deadlines and service standards.
· Teamwork: Ability to work collaboratively with others, to achieve common goals and improve member service and work a flexible schedule to include Saturdays.
· Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
Physical Demands
· Ability to remain seated or standing for extended periods while performing job tasks.
· Occasional lifting and carrying materials weighing up to 50 pounds.
· Frequent use of hands and fingers to operate office equipment, including computers, phones, and keyboards.
· Travel is required.
Qualifications
· High school diploma or equivalent is required.
· One to two years’ experience as a customer service representative in either a retail establishment or financial institution in which sales were a function of the job.
· Demonstrated success in sales in a financial organization as well as knowledge of deposit and loan products is required.
· Proven track record in member service.
· Present a professional image to the membership and community.