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Account Service Representative

Account Representative position available

ESSENTIAL FUNCTIONS

  • Greet and welcome members to the credit union in a courteous, professional, and timely manner, providing prompt, accurate, and efficient service on all savings products and services (CDs, IRAs, money market accounts, etc.).
  • Respond to inquiries regarding savings products received in person, by telephone, or electronically.
  • Open new membership accounts.  Set up savings accounts or issue IRAs, CDs, or money market accounts.  Enter all required information into the credit union’s computer system and maintain accurate, up-to-date documentation that complies with State and Federal rules and regulations.
  • Deliver a professional and exceptional member experience with all individual contacts.
  • Research and resolve any issues, discrepancies, or problems on savings products and services.
  • Be a subject-matter expert for the credit union on IRAs, CDs, and other savings products and services. Ensure that knowledge on specialty is up to date by attending education seminars and/or reading industry periodicals and/or pending changes in rules and regulations.
  • Maintain knowledge of all credit union products and services; cross-sell those that best meet the members’ needs.
  • Perform all in person/telephone transactions for members including but not limited to: Balances inquiries, payments/payoffs, rates, establish new accounts, IRAs, share certificates, wire transfers, loan opening/closings, check copies, adjustments/changes, automatic transfers, ATM cards, PIN changes, stop payments, deposits, withdrawals, transfers and check cashing. 
  • Comply with all credit union policies and procedures, state and federal regulations. 
  • Serve as back up for any designated branch staff as needed and directed.
  • All other duties and responsibilities as assigned.
  • Ensure that the CEO is kept fully informed on any issues of importance in the operations of the credit union.

SKILLS AND ABILITIES

Education

  • High school diploma or equivalent. Associate’s degree in Business preferred.

Required Skills / Experience

  • 1-2 years of similar or related experience
  • Possess intermediate mathematical skills performing calculations involving decimals, percentages, etc.
  • Possess problem-solving skills required to resolve situations that go beyond clear, concise guidelines
  • Possess the ability to accurately handle multiple functions and priorities
  • Possess basic proficiency in one or more software programs
  • Possess well-developed communication skills using courtesy and discretion

Preferred Skills/Experience

  • Previous sales experience in the financial industry
  • Basic understanding of lending to include knowledge of credit reports, loan policies, and risk-based pricing
  • Knowledge of compliance regulations to ensure appropriate application to lending functions
  • Entry level collections experience

WORKING CONDITIONS

Physical Demands

  • Possess the ability to work a flexible schedule to include occasional after hours as necessary
  • Be able to lift minimum of 50 lbs. and move coin bags on a regular basis

Use of Senses

  • Communicating via telephone and in person on frequent basis
  • Viewing a computer terminal for an extended period of time while producing documents and conducting research
  • Listening proactively and responding appropriately

Mental Demands

  • Extended periods of concentration
  • Analysis and interpretation of complicated information
  • Multiple tasks requiring prioritization of work
  • Attention to detail

CORE VALUES

  • Excellence
  • Honesty, character, and integrity
  • Dignity, respect, and kindness
  • Caring and compassion
  • Productivity and efficiency
  • Ownership

SERVICE STANDARDS

  • Stand
  • Smile
  • Establish eye contact
  • Shake hands
  • Use the member’s name
  • Ask- How may I help you?
  • Listen carefully and summarize the member needs
  • Organize the transaction sequentially and stay focused
  • Identify additional needs and cross sell services
  • Ask if there is anything else you may be of help with
  • Thank the member for their business
  • Close with “have a nice day”

Note: Job descriptions are not intended, and should not be constructed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making decisions pertaining to compensation.

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