Title: Virtual Branch Float Representative

Reports to: Virtual Branch Sales Manager

Supervises: None

FLSA Status: Non-Exempt

Objective:

The Virtual Branch Float Representative role is responsible for member outreach such as onboarding new members and shortfall member calls as well as floating between the VB Service and VB Sales teams as member and staffing needs dictate. This high-contact position cross-sells additional products and services that enhances the member’s financial situation and requires the ability to deal effectively with Members and other KEMBA Associates primarily by telephone and in writing.

General Duties and Responsibilities:

• Assumes responsibility for the effective and professional performance of Member service functions:
  • Presents and explains Credit Union services and products to Members and assists in meeting their financial needs; opens and closes accounts; orders checks for Member accounts; completes payroll deductions and authorization forms;
  • Answers questions and solves problems for Members by listening to problems, collecting data, securing answers and reporting results to the inquiring party; resolves Member bookkeeping and account related issues;
  • Receives and directs Members and telephone calls; responds to inquiries and questions, or directs them as necessary; records and relays messages;
  • Performs file maintenance and account changes as necessary;
  • Maintains IRA accounts and answers questions regarding IRAs.
  • Cross-sell services, provide referrals, and promote automated services.
  • Complete member outreach calls as directed by management with 100% on time completion.
  • Ensure Member satisfaction by addressing member complaints and resolve account-related problems that may arise through member contact.
• Aggressively target new services for existing Members and non-Members:
  • Initiate outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members;
  • Qualify deposit services for Members in a manner consistent with policy and procedures
  • Target, sell, and originate new memberships for all qualified non-Member candidates;
• Provide a high level of service support for all inbound Member phone call coverage as support is needed in the service or sales queues.
• Meet or exceed targeted referral and productivity goals established for this position.
• 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.
• Maintains an up-to-date status of all sales support and processing activity with routine reporting to management.
• Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures.
• Assist in other areas as directed by Credit Union management.
• Develop an understanding of Credit Union history, philosophy, organization, policies and operational procedures.
• On a self-directed basis, continue 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: (a) can get along with coworkers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor.

Required Qualifications:

• High school diploma or equivalent education and 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.
• Good understanding of member services and products provided
• Ability to work well independently, or as part of a team
• Basic PC skills (Windows)
• Assertive problem solving skills
• Must value a high degree of accuracy.
• Professional demeanor.
• Effective communication 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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