Title: Member Services Representative III

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Member Services Representative III is a results-driven position responsible for performing a broad variety of Member focused sales and service-related activities at a high level that help 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
  • Assumes teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler
  • Assists members both inside and outside with ITM machines
  • Maintains audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities
• Professionally services basic member activity, including, but not limited to:
  • Processes change of address and add additional names to accounts
  • Places check orders and orders replacement ATM/debit cards
  • Sets up direct deposit and processes wire transfers and stop payments
  • Processes printouts statements and check copies as requested
  • Opens direct deposits
• 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
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• 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 fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to feedback from a supervisor
• Performs other duties as assigned

Required Qualifications

• High school diploma or equivalent education or experience
• Three or more years of experience in a high-performance sales environment with individual goals
• Two or more years of strong sales and customer experience results
• 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 listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

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