This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Member Services RepresentativeThe Member Services Representative is a results-driven position responsible for performing a broad variety of member-focused sales, service, account maintenance, and branch support activities that help enrich the financial lives of our members. This high-contact sales and service position requires the ability to engage effectively with members and other KEMBA associates in person, by telephone, and in writing while providing consistent solutions that meet member needs. Depending on experience and level, this role may also support lobby management, teller-related functions, sales tracking, outbound calling, community involvement, mentoring, and support to other Member Service Representatives and branch leadership.Duties and ResponsibilitiesAssumes responsibility for the effective and professional performance of member sales and service-related functionsGreets, welcomes, and assists members by identifying their needs, offering options, and directing them to the appropriate support or service channel when neededRecommends products and services that assist in meeting members' financial needsResolves member requests, questions, and concerns promptly, courteously, and professionally through listening, problem solving, and offering solutionsMeets or exceeds all sales, service, and productivity goals established for the positionAnswers and responds to member inquiries and questions in person, by telephone, and in writingPerforms file maintenance, account changes, and member account servicing as necessaryAssumes teller line functions including, but not limited to, business member transactions, cash transactions, balancing drawer, vault, and recycler responsibilitiesAssists members both inside and outside of the branch, including support with ITM machinesMaintains audit controls including, but not limited to, dual control, key control, logs and reports, alarms, safe deposit box procedures, and teller-related audit responsibilitiesProfessionally services basic member activity, including processing address changes, adding names to accounts, placing check orders, ordering replacement ATM/debit cards, setting up direct deposit, processing wire transfers and stop payments, providing statement printouts and check copies, and opening deposit accountsEstablishes and maintains professional relationships with members while keeping them informed of Credit Union services and policiesMaintains and projects the Credit Union's professional reputation through effective member care and service deliveryEstablishes and maintains effective coordination and working relationships with branch associates, support areas, and managementWorks as a team member with other KEMBA associates and keeps leadership informed of area activities and significant concernsCompletes required reports and records accurately and promptly and attends meetings as requiredMaintains an up-to-date status of sales, service, support, and processing activity with routine reporting to managementFollows KEMBA's processes and systems consistently, including member interaction, appointment planning, outbound calling, and sales activity tracking tools, as applicableProactively offers new services to existing members and non-members to support increased product and service utilizationInitiates outbound calling activities that support qualified new memberships and expanded member relationshipsQualifies and originates loan and deposit services for members in a manner consistent with policy and proceduresTargets, sells, and originates new memberships for qualified non-member candidatesProvides financial management and planning support consistent with KEMBA's goal to promote members' financial well-beingProvides a high level of sales and service support for inbound member activity resulting from branch visits and member callsClosely coordinates with support areas for the effective processing and servicing of new and existing loan and deposit businessRegularly attends community events and serves as an advocate for KEMBA and the branchSupports and mentors other Member Service Representatives by modeling KEMBA's processes, sales systems, member care expectations, and service standards, as experience allowsMotivates associates to cross-sell services, provide referrals, and promote automated services using KEMBA's processes and systems, as applicableProvides feedback and support to branch associates and the Branch Manager, including recognizing associate achievement and acting as a role model and resource, as applicableEnsures member satisfaction by helping address member complaints and resolve account-related concerns, including support in the Branch Manager's absence when applicableRegisters with the Nationwide Mortgage Licensing System as a Mortgage Loan Originator and maintains and renews registration, including completion of related compliance training as directed by KEMBAPerforms all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and proceduresDevelops an understanding of Credit Union history, philosophy, organization, policies, and operational proceduresOn a self-direct basis, continues to improve individual level of competency through training and certification on established educational programsRelates to others beyond giving and receiving instructions:Communicates with coworkers or peers without exhibiting behavioral extremesPerforms work activities requiring negotiating, instructing, supervising, persuading, or speaking with othersResponds appropriately to criticism from a supervisorPerforms other duties as required by managementRequired QualificationsHigh school diploma or equivalent education or experiencePrior customer service experience, with sales-focused or financial services experience preferred for higher-level placementDemonstrated ability to meet individual sales, service, productivity, and accuracy expectationsStrong organizational skills and attention to detailValues a high degree of accuracyProfessional demeanor and positive, outgoing attitudeEffective communication skillsBasic PC skills, including WindowsAssertive problem-solving skillsPosition Level NoticeThis position may be filled at the Member Services Representative I, II, III, Senior Member Services Representative, or Lead Member Services Representative level. Placement within the Member Services Representative career path will be determined based on the selected candidate's experience, demonstrated sales and service performance, financial services knowledge, leadership capabilities, and overall qualifications. Compensation will be commensurate with the level and experience of the successful candidate.Experience Considerations for Level PlacementCandidates may be considered for higher-level Member Services Representative positions based on demonstrated experience and success in the following areas:Experience in a sales-focused environment with individual performance goalsExperience in financial services, banking, or credit unionsDemonstrated success achieving sales, service, productivity, and operational goalsExperience originating and servicing consumer loan and deposit productsStrong knowledge of branch operations, controls, and compliance requirementsProven ability to build member relationships and deepen product utilizationExperience conducting outbound calling and business development activitiesDemonstrated ability to mentor, coach, or serve as a resource to peersPhysical DemandsThe physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.EligibilityLaptop: NoRemote/Hybrid Work: NoCell Phone Reimbursement: NoVehicle Reimbursement: NoIncentive(s): Yes
Worksite address
columbus, OH, 43215, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.