Member Service Representative Lead - Ridgecrest North

Description

Role

Assist members with opening a wide variety of products and services. Advise as to how best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service. May advise on more complex products. Very likely to have sales goals.

Major Duties and Responsibilities

• Open various new accounts, process necessary information and educate the members as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.)
• Assist with wide variety of member services including open/close Shared Certificates, maintain Safe Deposit Boxes, assist customers with checkbooks, process credit card/loan applications for members, manages outgoing wires, solve fraud issues, notary, close accounts, etc.
• Actively serves as a financial advisor and is accountable for sales outcomes.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.
• Assist members with opening CDs and educate customers as to penalties, earnings, etc.
• Provide backup to tellers upon request.
• Set up auto transfers and sign up customers for ACH transfers and wires.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Qualifications

Knowledge and Skills

Experience

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.