Summary
The Member Relationship Representative (floating) is the face of the credit union and is responsible for providing accurate, professional, and prompt member service while presenting a variety of financial opportunities. This position requires a great deal of flexibility in executing all branch functions and engaging in high levels of interaction with our members. Since this role is a floating position, coverage will be needed in various positions such as Branch Operations, Member Contact Center and all Member Services functions. It is essential that the representatives in this role maintain knowledge on all related products, services, and promotions to effectively create additional opportunities based on our member’s needs. As a member of the branch team, this position is responsible for demonstrating our quality service standards while supporting the Credit Union’s mission, core values and long-term objectives.
Essential Duties – A successful Member Relationship Representative (Floating) must spend over 50% of work time on, and satisfactorily perform, these general categories of duties:
- Act as a point of contact for our members and deliver personalized service with enthusiasm and positivity.
- Perform service, solution, and operational functions in the branch.
- Process transactions promptly, accurately, and efficiently to include deposits, transfers, withdrawals, opening and/or performing maintenance on new accounts, IRA’s CD’s, loans, wires, etc. in accordance with credit union policies, procedures, and regulatory requirements.
- Proactively build, develop, and maintain relationships with members. Educates members on ways to utilize our products and services to enhance their financial futures.
- Evaluate member loan requests and make sound loan decisions utilizing designated lending authority. Offer protection products and options to enhance loans while following established policies.
- Provides advice and assistance to members on budget counseling, consolidations, pay methods and other areas relating to member’s financial needs.
- Acts as a champion for our partners and proactively promotes solutions appropriate to meet their financial needs.
- Provide service from any location or department within the credit union.
- Performs other duties as assigned.
Additional Duties: Less than half the working time is spent on related, non-essential functions, including:
- Perform notarial acts.
- Reconcile Coin Machine and TCR
- Assist with, or preform, monthly, quarterly, & semi-annual audits.
- Perform member account research, audits, adjustments.
- Perform opening and end of day procedures.
- Answer and manage incoming calls.
- Balance branch totals and maintain branch vault cash.
- Demonstrate excellent attention to detail and sound judgment.
- Ability to work in a fast paced, goal-oriented environment.
- Must be an effective team player and be able to communicate clearly and effectively.
Experience
Level I
- 3 to 5 years of customer service, sales or retail banking experience required.
- Experience in a financial institution recommended, including lending and new accounts.
Education
- High school diploma, GED or equivalent required.
- Associate degree in a related field preferred.
Interpersonal Skills
- Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
- Competencies required for this role include but are not limited to:
- Member focus
- Approachability
- Drive for results
- Decision quality
- Perseverance
- Composure
- Self-development
Other Skills
- Demonstrated excellent verbal/written communication and organizational skills.
- Demonstrate effective sales skills.
- Must be knowledgeable in rules and regulations applicable to credit unions.
Certificates, Licenses, Registrations
- If driving for company business, must have a valid California driver’s license and proof of current insurance coverage.
Language Skills
- Fluent English language skills required. Ability to read, analyze, explain and interpret complex documents and concepts. Ability to respond effectively to complex inquiries or complaints. Ability to respond effectively to sensitive inquiries or complaints.
Computer Skills
- Personal computer advanced level literacy in various Microsoft Office applications and the internet.
Physical Demands: These are the general physical demands that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires traveling and involves primarily non-manual labor. Reliable, predictable, on-time attendance is essential. The associate will spend most of the working time sitting, standing or walking, including significant time using computers. Position requires repetitive hand movements; the daily ability to focus on several tasks at one time, analyze data and draw conclusions, distinguish paper money denominations and other financial instruments, accurately perform mathematical computations, analyze and explain complex information, communicate constantly with others in person, over the phone, and via electronic communications, and calmly and professionally communicate with members who are upset or angry. The position may include occasional lifting of up to 50 lbs.
