Lead Member Service Representative

Title: Lead Member Services Representative

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Lead Member Services Representative provides the main level of sales support and acts as a resource to the Branch Manager. This position is responsible for achieving departmental standards, sales goals, and tracking sales activity.

Duties and Responsibilities

• First and foremost, responsible for taking care of members and providing consistent solutions to meet their needs.
• Assumes responsibility for the effective and professional performance of Member sales and service-related functions:
  • Recommends products and services that assists in meeting Member's financial needs
  • Resolves Member issues through listening, problem solving, and offering solutions
  • Meets or exceeds all sales, service and productivity goals established for this position
  • Answers and responds to Member inquiries and questions
  • Performs file maintenance and account changes as necessary
  • Assumes teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler
  • Assists members both inside and outside and with ITM machines
  • Maintains audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities
• Professionally services basic member activity, including, but not limited to:
  • Processes changes of address and add additional names to accounts
  • Places check orders and order replacement ATM / debit cards
  • Sets up direct deposit and process wire transfers and stop payments
  • Processes printouts of statements and check copies as requested
  • Opens deposit accounts.
• Motivates staff to cross-sell services, provide referrals, and promote automated services
• Provides feedback to sales staff and Branch Manager
• Ensures Member satisfaction by implementing a system to address Member complaints and resolve account-related problems, in the Branch Manager’s absence
• Provides regular feedback and support to department Associates and Branch Manager:
  • Recognizes and rewards Associates for achievement
  • Acts as a role model and motivator
• Proactively offers new services for existing Members and non-Members:
  • Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members
  • Qualifies and originates loan and deposit services for Members in a manner consistent with policy and procedures
  • Targets, sells, and originates new memberships for all qualified non-Member candidates
  • Provides financial management and planning services consistent with KEMBA’s goal to promote Members’ financial well-being
• Provides a high level of sales and service support for all inbound Member activity that results from branch visits and/or Member calls
• Maintains an up-to-date status of all sales and service activity with routine reporting to management
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintain and renew the registration in addition to completing related compliance training as directed by KEMBA
• Closely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and deposits
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Three years of experience in the Financial Services Industry
• Strong and consistent results for the past year or more in Sales, Service and Controls.
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication skills

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.