Reports To: Branch Manager, Float Team Manager
Position Type: Non-Exempt
Manages: None
POSITION SUMMARY
Identifies opportunities to service our membership through daily conversations and referrals. Executes elevated levels of professionalism by building rapport and emphasizing accuracy every day. Evaluates productivity by understanding the business impact of the results that are generated and the decisions that are made. Connects the membership with the 3Rivers team by assisting in problem resolution and using effective communication.
PERFORMANCE STANDARDS

What does this position do?
Strengthens existing member relationships and establishes new memberships by uncovering money matter needs through outstanding service.
Who does this position work with to get the job done?
Supports the branch and Team3 by being a committed team player. Provides flexible and responsive support to member requests by leveraging internal resources as needed.
What does the work from this position produce or generate?
Service Representatives are the face of the Credit Union. They define the member experience by providing outstanding service through accurate transactions and professional conversations. Demonstrates a basic knowledge of our products and services to uncover financial needs.
What is the impact of this position?
Service Representatives have the greatest ability to impact Net Promoter by making every interaction count and providing great service one member at a time. This position impacts the Measures That Matter by maximizing member loyalty and satisfaction results through consistency in service and conversations.
How adaptable & flexible does this position need to be for 3Rivers?
Must be prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Can rebound quickly when things don’t go according to plan. Appropriately accesses resources to consistently achieve the service level standards while making productive and effective decisions.
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment

• Normal accessibility of branch and corporate work sites required for the position.
• Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
• Normal amount of extended work hours required.

Physical Effort

• Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
• Normal physical agility, which includes ability to maneuver body while in place.
• Normal physical strength to handle routine office materials and tools.
• Normal physical strength to handle 50-pound object, taking frequency into consideration.
• Normal dexterity of hands and fingers.
• Normal coordination, including eye-hand, hand-foot.
• Normal endurance.

Knowledge Requirements

• Excellent communications skills (both oral and written)
• Ability to gather and analyze data.
• Experience preferred in regards to cash handling (cashier) and clerical office work.
• Strong sales and service skills
• Ability to operate computer, phone, calculator, and other office equipment.
• Interpersonal skills to present the Credit Union in a positive way during transactions.

EDUCATION AND/OR EXPERIENCE

• High School diploma or equivalent
• College degree and/or sales experience, preferred