General Summary
The Financial Service Representative (FSR) is based in a branch. This position works within established guidelines to perform sales and service activities. Provides prompt, professional and accurate information to members and potential members in opening new accounts, securing loans, as well as cross-selling Credit Union products and services to meet members’ needs and increase member satisfaction. Maintains quality service standards set by the organization while meeting or exceeding monthly assigned sales goals.

Principal Accountabilities (95%):

Member Experience:

• Develops member relationships by providing high-quality sales and service to each individual member and works with new and existing members to identify their financial needs, and assists them in the selection of the appropriate financial products and services.
• Provides an exceptional service experience consistent with Credit Union standards; resolve member complaints quickly and accurately; responds to member inquiries on the phone and in person.
• Provides timely closing of loans through consistent follow-up of loan approvals.
• Directly responds to member’s inquiries timely and accurately via telephone, mail, email, or an internal referral.
• Develop, expand and retain member relationship in order to increase member satisfaction.
• Adhere to CCU's Member Experience Playbook, SLA’s and Corporate initiatives.
• Follow the retail branch's escalation process.

Opens new accounts:

• Explains account type, product, or service to member.
• Has thorough understanding of all credit union digital products and assists members in establishing all electronic services such as online banking, mobile banking, mobile deposits, direct deposit, bill pay, and etc.
• Interviews member to determine appropriate product/account/service to establish.
• Complies with all positive identification regulations for establishing new account holders.
• Analyzes existing account relationships in order to identify potential services and/or account sales opportunities.
• Generates outbound telemarketing calls; identifies member needs and promotes appropriate credit union products and services. Utilizes sales skills to source for new account relationships.
• Generates and closes identified sales opportunities with new and existing members to include the solicitation of loans, new accounts, and other credit union products and services.
• Develops and maintains a follow-up program for expanding multiple account relationships.
• Opens basic Business accounts, Fiduciary, Trust Accounts, IRAs and HSA. Completes all tasks required to establish and service the accounts.
  

Originates and funds consumer loans:

• Recommends appropriate products and services to members.
• Conducts interview with members relating to loan request.
• Cross-sells consumer loan protection products and services.
• Reviews documentation and forwards to Consumer Lending for review and approval on loans that are not system-approved.
• Communicates the loan disposition to member (approved, counter-offer, denied).
• Creates loan documents and obtains member signature(s).
• Disburses new loan and completes follow-up tasks.
• Discusses and refers Business Loans.
• Completes tasks and responsibilities relating to enhancing member relationships to increase member service.

Business Development:

• Develop existing and new member relationships – expanded client base thru business development, on-sites, and community and networking events.
• Attends onsite events.

Other Accountabilities (5%):

• Ensures compliance with all applicable laws, regulations, and Credit Union policies and procedures as they relate to assigned products, including, but not limited to, Truth In Savings and Fair Credit Lending Practices.
• Participates in all assigned staff development programs in support of the Credit Union's commitment to continuous improvement in sales and service, quality, and teamwork.
• Must consistently report to work on time, as scheduled.
• Complete all BAI trainings and classroom courses.
• Performs other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Position Requirement and Qualifications:

Abilities:

Must be skilled in the following areas:

• Strong communication (written and verbal).
• Provide excellent member service both internally and externally.
• Proven sales and service results.
• Strong time management and organizational skills.

Knowledge, Education, Certifications, Licenses:

• High School education or equivalent.
• Knowledgeable in new accounts and lending policies and procedures.
• Solid knowledge of sales and referral technique a must.
• Working knowledge of personal computers also required.

Experience:

• Requires two to three years of financial institution experience in New Accounts, Sales and Consumer Loan origination to gain the necessary knowledge, skills and abilities to handle all aspects of the position or equivalent.

Working Conditions and Physical Demands:

Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

EOE