Financial Services Representative - Bilingual + Floating

***Must be bilingual and have reliable transportation at this position will float between the Santa Rosa and Guerneville Branches***

Position Summary: Open and process new account memberships and loans within regulatory and company policy and procedures. Possess a full understanding of all credit union products and services to ensure opportunities to deepen member relationships are identified during all member interactions. Educate members on the benefits of digital banking services. Actively pursues opportunities for new business and supports credit union strategic goals. Performs all duties of the MSR role as necessary to support branch needs. Provides support for branch management in the training of staff.

Essential Duties and Responsibilities:

Member Relations (50%):

New Account Processing & Account Maintenance

• Perform all New Account processing and account maintenance as required by CFCU standards.
• Perform all file maintenance functions, including placing proper and accurate share comments according to CFCU standards.
• Account knowledge in the set up and maintenance of non-standard account types; trusts, fiduciaries, power of attorney, court blocked, estate accounts, rep payee, CUTMA etc
• Perform all duties related to IRA accounts handling; including but not limited to opening, closing, rollovers, transfers, RMDs, contributions, and distributions

Direct Loan Processing

• Accountable for answering the Direct Loan Queue and ensuring a 5% or less abandonment ratio.
• Answer questions regarding lending needs and requests; have a working knowledge of CFCU lending guidelines in accordance with CFCU policies and procedures.
• Process, close, fund and disburse loans as needed.
• Manage loan applications in process to ensure a swift loan life cycle and excellent communication.
• Accurately collect all DMV paperwork based on loan product requirements.
• Cross-sell additional loan products, services and promotions, e.g. GAP, Debt Protection, and other TruStage insurance products to deepen member relationships

Member Service

· Safeguard confidential member data by following all credit union policies and procedures including the Member Identification Program requirements.

• Perform and comprehend all functions of the MSR role.
• Perform superior service dependably and accurately, cross-selling CFCU products and services at every opportunity, always demonstrating member service standards.
• Provide account information in person, over the telephone, via e-mail and video as needed.
• Provide mentorship, training and guidance to MSR role.
• Proactive and timely follow-up of all member interactions
• Working knowledge of online banking, bill pay, and other electronic services for cross-selling, resolving member issues, and assisting co-workers as needed.
• Educate and promote digital banking and the benefits to our membership.

Transaction Processing

• Perform all functions of the MSR role
• Assist with MSR transactions, balancing and research as needed
• Ability to fill/balance/ and troubleshoot teller cash recyclers, ATM’s and Vault as needed

Organizational Relations (30%):

• Collaborate with team members and other departments to ensure seamless member service
• Provide staff support, training, answering questions, solving problems, helping with complex transactions and member escalations in a professional manner according to CFCU policies and procedures.
• Effectively communicate with members, vendors and colleagues at all levels of the organization.
• Attend and participate in regular departmental and company-wide meetings and trainings.
• Perform other duties as assigned

Compliance (20%):

• Ensure compliance with all regulatory requirements and credit union policies and procedures.
• Assist in auditing new accounts and loans. Activity monitoring audit finding and exceptions from various departments.
• Adhere to CFCU clean desk and security policies.
• Address internal and external audit findings.

Required Knowledge, Abilities, and Education:

• Perform all prior level expectations, independently.
• Provide excellent member service; via verbal, listening and written communication.
• Excellent organization and team skills.
• Computer literate; ability to navigate multiple systems including Microsoft software programs
• Working knowledge of all CFCU account types, loan products and services.
• Notary (or ability to become one within 90 days) is required
• Signature Guarantee / Medallion Stamp (training provided)
• Ability to:
• Travel to a variety of branch locations as needed for coverage
• Available for flexible work hours
• Saturday rotation via Phone, In-Person or Video appointment as needed.
• Six months or longer as CFCU MSRII or two plus years financial services industry position
• High school diploma or equivalent.

Beneficial Education and Experience:

• Customer and/or retail experience
• Bilingual (Spanish) preferred

Physical Factors:

Prolonged sitting throughout the workday with occasional mobility required.

Corrected vision within the normal range.

Hearing within normal range. A device to enhance hearing will be provided if needed.

Ability to lift 15 lbs. as may be required.

Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

Job Type: Full-time

Pay: $23.94 - $28.77 per hour

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• Bereavement leave
• Dental insurance
• Dependent care reimbursement
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program

Experience:

• Financial Institution or Credit Union: 2 years (Required)

Ability to Relocate:

• Santa Rosa, CA 95403: Relocate before starting work (Required)

Work Location: In person

Salary : $24 - $29