Member Service Officer

PURPOSE OF JOB:

To greet members and provide concierge service, assisting them on using the Personal Teller Machine and convenience services.  Setting mobile, online and e-Banking.  Advise members in the selection and opening of all Credit Union deposit accounts.  Refer to the Personal Banking Officers for Loans and CUSO for financial planning, investments and insurance products.  Increase member relationships through proactive sales consultations with new and existing members. Take advantage of the cross-sell opportunities. 

ESSENTIAL RESPONSIBILITIES: 

• Greet member by name and smile.  Assist members in utilizing the PTM.
• Good communication skills.  Able to listen and ask questions to develop customized financial solutions for members.
• Listen to members and be alert to pre-approvals for referral opportunities.  Be able to ask probing questions, cross-sell appropriate products and telemarket for special promotions. 
• Open and close checking, savings, money market, CD’s, IRA’s following credit union policies and procedures.  
• Identify and refer loan opportunities to PBO, Branch Manager or MLC.
• Proactively identify opportunities to serve members further using the Mini-FiNap process.
• Able to present features and benefits of CU deposit products and services and close the sale.
• Educate members on convenience services, such as mobile, e-banking, e-quest, bill pay, direct deposit, ATM and shared branches.
• Telemarket and follow up on all new accounts to ensure deposit accounts and convenience services are being fully utilized.
• Use good judgment when establishing new accounts and accepting items for deposit to minimize risk of loss to the credit union.
• Prioritize and follow up on all pending work and sales opportunities
• Be able to work as a team player, prioritize tasks and handle high volume traffic.
• Keep a neat and well organized work area.
• May be required to support other branches when necessary.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization.  Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.  Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

EDUCATION/EXPERIENCE:

• High school diploma or general education degree (GED) required; Associate’s degree preferred (A. A./A.S.) from two-year college or technical school is a plus.
• Six months of customer service/sales experience.
• Must be able to read and write English.  Must be able to input, extract and read data and Standard English on a PC.  
• Must have very good verbal communication skills
• Proficient in Microsoft Office: Outlook, Excel and Word
• Must be able to use multiple system programs simultaneously

CERTIFICATES, LICENSES, REGISTRATIONS: 

None

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 this job.    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, and communicate.  The employee is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.  The employee frequently is required to sit for extended periods of time, stand, walk, reach with hands and arms, climb or balance, and smell.  The employee is frequently required to hear and speak in order to use the telephone, make presentations, and communicate with people in an office environment.  The employee is occasionally required to sit and stoop, bend, kneel, or crouch.  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 peripheral vision.