Key Responsibilities:
- Member Assistance and Account Support (35%)
- Provide members with assistance on various financial transactions, including opening and closing accounts, processing loan applications, and resolving account-related issues.
- Answer inquiries about products and services and troubleshoot issues within your scope of authority.
- Refer complex issues to supervisors or appropriate departments, offering recommendations where applicable.
- Support members through various communication channels: phone, email, text, chat, and in-person interactions.
- Sales and Business Development (20%)
- Identify and pursue cross-selling opportunities to enhance members’ financial portfolios by promoting additional products and services.
- Proactively make outbound calls to members to offer tailored financial solutions and raise awareness of available services.
- Maintain accurate records of sales activities, tracking goals and preparing required reports.
- Work closely with existing Select Employee Groups (SEGs) and seek referrals for additional business.
- Actively participate in Marketing and Business Development team events and activities.
- Training Support (15%)
- Provide administrative assistance to the Training Department, including managing the Learning Management System (LMS) and scheduling training sessions across the organization.
- Act as a backup trainer as needed and assist in producing reports for training purposes.
- Ensure training documentation is up to date and available for all employees.
- Member Liaison and Problem Resolution (15%)
- Serve as the liaison between members and other departments, ensuring that issues are researched thoroughly and resolved efficiently.
- Follow through on issues until resolution is achieved, adhering to company standards for service and support.
- Maintain accurate member account information and assist with scanning documents as necessary.
- Operational Support (10%)
- Balance cash drawers and ensure branch financial transactions are in accordance with organizational policies and standards.
- Assist with administrative tasks, including document scanning and maintaining up-to-date member records.
- Compliance and Security (5%)
- Adhere to all internal policies and regulatory compliance requirements, including BSA/AML/OFAC regulations, loan policies, and Fair Lending practices.
- Ensure all required documentation and records are completed accurately and in a timely manner.
Qualifications:
- High school diploma or equivalent required; college degree preferred.
- Previous experience in a customer service or financial services role preferred.
- Strong communication skills with the ability to interact effectively via phone, email, and in-person.
- Proficient with office software and customer relationship management (CRM) tools.
- Excellent organizational skills with attention to detail and the ability to prioritize tasks.
- Ability to handle sensitive information with discretion and maintain confidentiality.
- Knowledge of financial products, services, and regulations is a plus.
