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C.A.H.P. Credit Union
Job Description
Job Title: Financial Service Representative
Department: Operations and Lending
Reports To: Branch Supervisor or Branch Manager
FLSA Status: Non-Exempt
SUMMARY
Opens accounts, explains and processes share products, explains and sells loan products and other financial services, and corrects records by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Under limited supervision, provide counsel to new and existing members regarding the various Credit Union services and investment opportunities available. Professionally and enthusiastically perform the following: assist and advise members in the opening of regular share accounts, share drafts, trusts, IRAs, Certificates, Club accounts and investment accounts; promote new programs and distribute literature to interested members; maintain files and supplies of promotional materials.
Act as “back-up” for specific tasks and assist Branch Supervisor or Branch Manager in training less experienced FSRs. The Credit Union’s ultimate goal is providing exceptional member service, and all Financial Service Representatives must assist in achieving and maintaining this goal.
Talk with existing members who need information regarding Credit Union products and services. Professionally and enthusiastically cross-sell, up-sell and assist members who are opening share, share draft, IRA and club accounts, and share certificates. Professionally and enthusiastically cross-sell loan products to members. Assist members who are applying for loans by answering questions, helping them complete their loan paperwork, request credit reports, and fund the loan.
Efficiently perform a variety of member transactions: research, solve and correct member problems; open and close accounts and maintain activity logs pertaining to account activity; answer phones, process share deposits, withdrawals and transfers; loan or Visa payments and advances; issue cashier’s checks; sell traveler’s checks; process address, name and account changes, etc. Prepare nightly deposits; ensure proper balancing procedures are followed and maintained. Clerical duties may include stocking and distributing membership information packages, filing and typing.
Job Description
To the extent your job duties require this you will be responsible for complying with the Bank Secrecy Act (BSA), Office of Foreign Asset Controls (OFAC) rules, Anti Money Laundering Act (AML), Customer Identification Procedures (CIP) and the Credit Union’s policies that address those rules or Acts.
Other duties may include the following, depending on Branch location. Via personal computer (PC), computer terminal or paper reports: process member requests for electronic bill-payment service; process and review share draft and ATM card orders; activate, close, or adjust Debit or ATM cards on the Summit system; process payroll-change requests and adjustments; process claims and handle account conversions for deceased members; process new accounts. The Financial Service Representatives may also serve as Notary and/or Membership Officer.
COMPETENCY
To perform the job successfully, an individual should demonstrate the following competencies:
Member Service - Manages difficult or emotional member situations; Responds promptly to member needs; Solicits member feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
Business Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Job Knowledge – Competent in the required job skills and knowledge; Exhibits ability to learn and apply new skills; Keeps abreast of current developments; Displays understanding of how job relates to others; uses resources effectively.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
Planning/Organizing - Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of organization.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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. Travel may be required periodically.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.