Virtual Personal Financial Officer; Onsite-Baytown, Tx

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Full Time Baytown, TX, US

2 days ago Requisition

Salary Range: $22.72 To $28.41 Hourly

Role:

Offers and delivers an exceptional level of member sales & service, serves as an advisor both to internal and external members via phone, email, fax, instant messaging and in in person. Actively identifies and sells the Credit Union's products and services to ensure predetermined organizational and departmental goals; as well as individual goals are met. Assists members with their financial transactions, member service requests and provide accurate solutions to member's concerns.

Provides appropriate follow up and assists members in identifying appropriate product and service solutions. Maintains Virtual Branch assigned levels of Call Center phone and service metrics, specifically call hold times, abandonment rate, and queue hold times. Maintains a positive and professional workplace environment and works as a team member in completing departmental and organizational goals. Adheres to policies and procedures and Federal and State laws and regulations.

• 30%:
  Answers & returns phone calls & emails and responds to members in an appropriate time frame as outlined by the Virtual Branch Management Team.
• 25%:
  Process loan applications & open new accounts, which includes unsecured and secured loans as well as savings, checking, money market, certificate of deposits and IRA’s.
• 20%:
  Assesses members needs and recommends appropriate deposit, loan, investment, insurance, electronic or other products and services of the Credit Union. Identifies and successfully acts on product and service sales opportunities consistent with established sales standards. Follows up on all sales leads, member enhancements and pending loan pipeline.
• 10%:
  Assists internal and external with resolving member sales and service related issues in a timely manner.
• 5%:
  Serves as a Mentor, providing guidance, feedback, and support to new employees during their training period as assigned.
• 5%:
  Stays abreast of other local financial institutions products and services.
• 5%:
  Performs all other duties as assigned.

• 1. Provides accurate, courteous, friendly, timely and professional service to all members.
• 2. Assists members on the phone in a prompt manner.
• 3. Maintains effectiveness in varying environments, task, responsibilities and people while still completing assignments in a timely manner.
• 4. Maintains supportive and harmonious relationships with other CRCU managers and staff..
• 5. Effectively cross sells credit union products and services.
• 6. Effectively relates to others and understands how to approach or respond to individuals based on theor personal style.
• 7. Produces loan documents, reports, new accounts, and other member transactions in a timely fashion, with zero errors.
• 8. Responds to all telephone messages within one business day.
• 9. Maintains a professional work environment and professional appearance.
• 10. Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Courtesy, tact, and diplomacy, and confidentiality are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills

Proficient in computer skills and 10-key calculator.

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus. Work is performed indoors with some potential for exposure to safety and health hazards…