Senior Member Service Generalist

4 weeks ago

Numbla Vale, Australia APGFCU Full time

Job Summary:

We are seeking a highly skilled and experienced Member Service Generalist to join our team at APGFCU. As a key member of our branch team, you will be responsible for providing exceptional customer service, building strong relationships with members, and driving sales growth through the sale of financial institution products and services.

Key Responsibilities:

  • Provide courteous, personal, and professional service to members, ensuring a positive experience and building strong relationships.
  • Develop strong member loyalty by interacting with members, anticipating their needs, and offering credit union products and services.
  • Open new accounts, service existing accounts, and complete transactions such as deposits, withdrawals, loan payments, and check cashing for members.
  • Resolve account problems and address concerns of dissatisfied members within established guidelines.
  • Perform routine maintenance on deposit accounts, certificates of deposit, and individual retirement accounts.
  • Perform all daily teller duties, including opening, closing, and balancing the branch accurately.
  • Consistently deliver quality member service, leading by example for other branch staff.
  • Observe all safety and security policies and procedures and act as a lead in the dual control process.
  • Demonstrate sound decision-making by exercising authority to make exceptions on check holds and overrides.

Sales Expectations:

  • Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling, and referrals based on the credit union's strategic plan.
  • Offer products and services to members to help them save time, make money, and offer convenience and peace of mind.
  • Generate business by conducting outbound calls, including system and self-generated leads.

Loan Service:

  • Protect members and the credit union by promoting payment protection.
  • Proactively interview members and review debt held at other financial institutions for transfer to the credit union.
  • Build rapport, use critical thinking, and credit union philosophy to uncover additional lending needs through credit review.
  • Compile necessary documentation, define requirements, and determine accurate payment information for loans.
  • Courteously communicate denials to members and offer alternative solutions and financial education as appropriate.
  • Evaluate branch loan pipeline and create proposals for follow-up and missed opportunities.
  • Proactively offer convenience channels to disburse loans.

Membership Development:

  • Maintain current member files for follow-up.
  • Assist with membership calls as required for marketing of products and services and any other promotions.
  • Generate ideas to enhance quality service, such as recommendations for workflow improvements and product innovation.
  • Partner with branch management to support business development efforts, such as open enrollments, visiting local businesses, and staffing community events.

Quality Control:

  • Identify and communicate product or service-related issues and/or improvements resulting in higher quality products or services.
  • Maintain adherence to all credit union policies, procedures, and regulatory requirements, while demonstrating professional service skills and financial integrity.
  • Assist branch management to complete quality inspections, such as branch audits, surprise cash audits, savings and loan quality, and negotiable item audits.

Leadership:

  • Assist in training new staff.
  • Assist branch management with administrative and operational duties, such as branch opening and closing, system overrides, challenging member inquiries, auditing, human resources, and security challenges.
  • Direct and supervise staff.
  • Review monthly reports to assess staff performance in relation to branch goals.
  • Train and coach staff in quality service delivery, member service, interdepartmental relationships, and sales.
  • Provide feedback to branch management for performance evaluations, coaching opportunities, and potential disciplinary action for branch staff.
  • Direct overall member service and teller activities in the absence of branch management.
  • Develop and lead with a philosophy focusing on honest, open communication, individual productivity, and strong member focus.
  • Assist branch management with sales and operational meetings.

Other:

  • Perform other similar or related duties as required or directed.
  • Must have a flexible schedule, work Saturday hours, and travel to other branch locations.

Qualifications:

  • High School Diploma or equivalent with additional specialized training equivalent to two years of college.
  • A minimum of four (4) years of sales experience with financial institution products and services.
  • Proficient in Microsoft Office.

Preferences:

  • Previous experience interviewing loan applicants and meeting sales goals for deposit, credit, and automated products.
  • Six months supervisory experience.
  • Previous credit union experience.
  • Interest in continuing education.

Knowledge, Skills, and Abilities:

  • Knowledge of financial institution products, services, and operations.
  • Excellent (written and verbal) skills in communications, customer service, human relations, and sales.
  • Ability to help develop and implement business/sales plan.
  • Strong time management, follow-up, and multi-tasking skills.
  • Very strong member/customer orientation.
  • Ability to work independently and as part of a team.
  • Ability to solve problems quickly and make decisions in a fast-paced work environment.
  • Demonstrate flexibility and eagerness to learn and embrace challenge.

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. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The specific vision abilities by this job include peripheral vision, depth perception, and the ability to focus.

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