Title: Member Services Representative II

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Member Services Representative is a results-driven position responsible for performing a broad variety of Member focused sales and service-related activities that helps enrich the financial lives of our member. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person, by telephone and in writing.

Duties and Responsibilities

• Assumes responsibility for the effective and professional performance of Member sales and service-related functions:
  • Recommends products and services that assists in meeting Member's financial needs
  • Resolves Member issues through listening, problem solving, and offering solutions
  • Meets or exceeds all sales, service and productivity goals established for this position
  • Answers and responds to Member inquiries and questions
  • Performs file maintenance and account changes as necessary
• Establishes and maintains professional relationships with Members:
  • Resolves Member requests and questions promptly, courteously, and professionally
  • Keeps Members informed of Credit Union services and policies
  • Maintains and projects the Credit Union’s professional reputation
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management:
  • Works as a team member with other KEMBA Associates
  • Keeps supervisor informed of area activities and significant problems
  • Completes required reports and records accurately and promptly
  • Attends meetings as required
• Maintains an up-to-date status of all sales support and processing activity with routine reporting to management
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA
• Performs all duties in a manner that is 100% compliant with KEMBA policy and procedures.
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-directed basis, continues to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions:
  • Can get along with coworkers or peers without exhibiting behavioral extremes
  • Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Respond appropriately to criticism from a supervisor

Required Qualifications

• High school diploma or equivalent education or experience
• One to two years of experience in a sales/customer service environment
• Prior experience in a financial/banking institution preferred
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication skills
• Basic PC skills (Windows)
• Assertive problem-solving skills

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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

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