Title: Senior Member Services Representative

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Senior Member Services Representative provides the main level of sales support and acts as a mentor to other Member Service Representatives. This position is responsible for achieving departmental standards, sales goals, and tracking sales activity.

Duties and Responsibilities

• Motivates staff to cross-sell services, provides referrals, and promotes automated services
• Provides feedback to sales staff and Branch Manager
• Ensures Member satisfaction by implementing a system to address Member complaints and resolve account-related problems
• Proactively offers new services for existing Members and non-Members:
• Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members
• Qualifies and originates loan and deposit services for Members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for all qualified non-Member candidates
• Provides financial management and planning services consistent with KEMBA’s goal to promote Members’ financial well-being
• Provides a high level of sales and service support for all inbound Member activity that results from branch visits and/or Member calls
• Consistently meets or exceeds targeted sales and productivity goals established for this position
• Maintains an up-to-date status of all sales and service activity with routine reporting to management
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintain and renew the registration in addition to completing related compliance training as directed by KEMBA
• Closely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and deposits
• 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 criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• More than three years of experience in a high-performance sales environment
• Prior experience in a financial/banking institution
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication 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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