Customer Service Representative – Finance

The primary role of the Customer Service Representative position is to assist the company to live out our vision to be the lifetime financial partner for our members. One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. This position is responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service to external members is to ensure each employee identifies members’ financial needs and suggests appropriate solutions.

RESPONSIBILITIES

• Deliver outstanding service that delivers on our Service Promises
• Meet or exceed the service goals for the position
• Knowledge of the products and services
• Complete training classes as assigned
• Maintain department policy and procedure documentation accordingly
• Achieve assigned sales goals by proactively identifying opportunities utilizing the fundamentals of the Member Advantage
• Identify financial needs and present all appropriate options, working cooperatively with appropriate business partners
• Support branch in achieving its member retention, acquisition and growth goals
• Achieve personal sales goals (including Investment/Insurance/Loan)
• Accurately and efficiently process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing
• Adhere to all procedures stated in the company policy and procedures
• Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting member assets
• Support branch team with quality referral generation (based on Loan/Investment licensing designation)
• Process loans as required depending on MSR level. Understand loan products and how to read credit reports
• In order to assist the branch team, additional duties may be assigned as needed

REQUIREMENTS

• Associate’s degree or equivalent work experience
• Minimum of 3 in retail sales, call center, customer service or telesales position
• Previous financial and service experience preferred
• Demonstrated strong attention to detail
• Ability to work independently with minimal direct management supervision
• Demonstrated initiative and resourcefulness as a self-starter