Our Green Valley Branch has a fantastic career opportunity for a Financial Service Representative!
The Financial Services Representative utilizes a high level of technical skills to perform financial services for prospective and current members by accessing automated systems, platforms, and software via desktop and mobile devices. The Financial Service Representative conducts loan interviewing and processing, opens new accounts, assists with member transactions, greets and directs members, cross-sells Credit Union products and services, educates members on the use of our ATM, mobile app and website.
DUTIES AND RESPONSIBILITIES
Technical Support 25%
Assists members by providing technical support with electronic access and device troubleshooting to include: internet, desktop, personal devices, mobile phone issues with our digital banking products, account unlocks, password reset, obtaining user ID, assistance with Multi-Factor Authentication, and any applicable accessibility issues and software;
Educates current and potential members to conduct financial service requests via automation;
Ability to navigate and multitask with several software applications;
Proficient in the use of Microsoft Outlook for daily correspondence, calendar, and applicable
Utilizes VISA debit (FIS) network information to verify and troubleshoot debit card issues;
Utilizes VISA (Visa Assist) credit network information to provide members with information, statements, account changes and troubleshoot account issues;
Identify and escalate technology issues when appropriate;
Daily use of various software applications for the following areas:
o Lending: LoansPQ, Unity, DocuSign,
o Financial Services and ATM management: FIS, Xchange, Navisource, Quick Assist, IRA Direct, and BBR.
o Human Resources: Paylocity, Travitor
o Retail Operations: Jack Henry products - Symitar, Xperience, Episys, Synergy, COTS, JHA workflow, OneNet,
o For employees assigned to Contact Center Relief: UAD, Jabber, RTR, OAO.
o Fraud/Security: Stickley on Security training and Verafin
Financial Services 45 %
Promotes member financial well-being through effective interviewing and high-level service;
Receives, reviews, and completes documentation to establish or change products and services for new and existing accounts;
Scans off-line checks as needed;
Follows internal control procedures for the production of Debit/ATM cards;
Applies effective sales techniques to meet sales goals and attain credit union goals and objectives
Gathers all necessary information and responds to member inquiries, research requests, and issues promptly;
Completes credit union ATM withdrawal disputes and fraud claims;
Effectively communicates marketing campaigns utilizing outbound call lists;
Interviews and drives quality referrals to other credit union departments to include successful referrals for mortgage, investments, insurance, Gap and Mechanical Breakdown;
Assists with monthly branch and ATM audits;
Makes sounds decisions and uses good judgment in authorizing fee refunds within approved limits;
Controls, maintains, and secures all cash and consignments as assigned within established limits;
Balances daily individual and branch transactions in an accurate and precise manner;
Establishes and maintains IRA accounts, including proper documentation for; opening, closing, deposits, withdrawals, and transfers;
Assists with opening and closing procedures at the assigned branch, including arming and disarming alarms;
Gathers & reviews necessary information to establish credit union membership for qualified applicants;
Practices and maintains high awareness of member confidentiality and all security, safety, and internal control procedures.
Assists in fraud prevention by identifying and reporting unusual member activity to the Risk Management department to limit risk and exposure for the organization and its members;
Provides approvals within Financial Service Representative limits
Completes annual training requirements and stays current with all assigned online classes;
Determines eligibility and completes limit increases and wire transfers within established limits.
Processes members' check orders and researches undeliverable check orders returned to One Nevada;
Utilize FIS to determine ATM health and need for additional resources;
Order and maintain supplies for a branch within established budget
Receives, reviews, enters, generates, and processes loan applications for consumer loans and gathers additional information to resubmit loan requests when needed;
Maintains a solid understanding of lending regulations to protect the Credit Union from potential loss via interview process and document review.
Approves and generates loan documents for all share secured loan products including, Share, Visa, and certificates;
Sells insurance products such as; debt cancellation, mechanical breakdown, and Gap coverage;
Ensures professional & secure correspondence with members regarding all loan decisions, stipulations, and follow up via e-mail, DocuSign, phone, mail, scan, or fax to obtain required documentation to process, correct loan errors, and fund loans;
Explains Visa Credit card processing and features to cardholders;
Knowledge, Skills, and Abilities
Knowledge of all products and services offered by the Credit Union;
Working knowledge of loan and member service policies and procedures;
Working knowledge of loan interviewing skills and techniques;
Ability to accurately validate cash for members as needed;
Skill in the operation of a calculator, scanner/fax machine, and various office equipment;
Knowledge of Microsoft Teams;
Knowledge of Microsoft Suite: Word, Excel, Outlook, and PowerPoint;
Strong ability to troubleshoot and analyze mobile technical applications and issues for members
Ability to troubleshoot and assist members with gaining online access via PC or laptop
Skill in the operation of a personal computer to include Internet/Intranet, operating system, word processing, spreadsheet, presentation, calendar, and scheduling software;
Ability to quickly learn and navigate new applications, programs, and procedures as implemented;
Strong ability to multitask and reprioritize duties & responsibilities
Sales-driven, results-driven, and target-driven attitude
Strong motivation and drive to complete work and assist members;
Ability to examine documents for accuracy and compliance with established policies;
Ability to analyze situations and data and recommend solutions;
Ability to effectively cross-sell credit union products and services;
Ability to meet and exceed monthly sales goals;
Ability to make sound decisions regarding exceptions to approving member accounts;
Ability to determine the legitimacy of negotiable items;
Excellent interpersonal communication skills with an emphasis on negotiation and persuasion techniques;
Ability to type 35 WPM strongly preferred;
Ability to communicate effectively in writing;
Ability to communicate appropriately and conduct oneself properly in group settings;
And the ability to negotiate, be civil, and be open-minded with peers, managers, and members.
Ability to communicate effectively, both verbally and in writing;
Ability to maintain regularly scheduled attendance; and
Must be able to relate appropriately to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, teaching, and communicating with others; and (c) respond appropriately to constructive feedback from a supervisor.
EDUCATION AND EXPERIENCE
A high school diploma or GED equivalent, plus one-year experience with a financial institution or extensive customer service and sales experience. Must complete Financial Services and Success training within twelve months of position acceptance.
- Audio Equipments
- Call Centers
- Claim Processing