SR Member Service Generalist - Cecil

SR Member Service Generalist - Cecil County

SUMMARY: Under the general supervision of branch management, initiate and build strong relationships with new and existing members by generating loan and deposit volume. Utilize credit union philosophy, uncover member needs and customize recommendations to improve financial well-being. Perform teller transactions and savings and loan maintenance for members. Assist branch management in developing a strong member focus among staff through coaching conversations.

Supervise branch staff and coordinate daily workflow.

• Provide consistent, courteous and personal service to members.
• Develop strong member loyalty by interacting with members, anticipating their needs and offering credit union products and services, to include outbound calls to existing/prospective members to develop needs and solicit new business.
• Demonstrate the use of automated services to new and existing members in order to increase the percentage of members oriented to alternative channels.
• 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 to include opening, closing and balancing of 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.

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

• 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 of “people helping people” to uncover additional lending needs through credit review.
• Compile necessary documentation, define requirements and determine accurate payment information for loans.
• Review loan denials for possible recommendation for approval.
• 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.

• Maintain current member files for follow‑up.
• Assist with membership calls as required for marketing of products, services and promotions.
• Generate ideas to enhance quality service, such as recommendation 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.

• 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, as due course of business.
• Assist branch management to complete quality inspections such as branch audits, surprise cash audits, savings and loan quality and negotiable item audits.

• 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…