Member Service Representative (Personal Banker - Sales

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Title:

Member Services Representative (I, II, III, Lead or Senior)

Reports to:

Branch Manager

Status:
Non-Exempt

Objective

The Member Services Representative is a results-driven position responsible for performing a broad variety of member-focused sales, service, account maintenance, and branch support activities that help enrich the financial lives of our members. This high-contact sales and service position requires the ability to engage effectively with members and other KEMBA associates in person, by telephone, and in writing while providing consistent solutions that meet member needs.

Depending on experience and level, this role may also support lobby management, teller-related functions, sales tracking, outbound calling, community involvement, mentoring, and support to other Member Service Representatives and branch leadership.

Duties and Responsibilities

• Assumes responsibility for the effective and professional performance of member sales and service-related functions
• Greets, welcomes, and assists members by identifying their needs, offering options, and directing them to the appropriate support or service channel when needed
• Recommends products and services that assist in meeting members’ financial needs
• Resolves member requests, questions, and concerns promptly, courteously, and professionally through listening, problem solving, and offering solutionsl>
  
  Meets or exceeds all sales, service, and productivity goals established for the position
• Answers and responds to member inquiries and questions in person, by telephone, and in writing
• Performs file maintenance, account changes, and member account servicing as necessary
• Assumes teller line functions including, but not limited to, business member transactions, cash transactions, balancing drawer, vault, and recycler responsibilities
• Assists members both inside and outside of the branch, including support with ITM machines
• Maintains audit controls including, but not limited to, dual control, key control, logs and reports, alarms, safe deposit box procedures, and teller-related audit responsibilities
• Professionally services basic member activity, including processing address changes, adding names to accounts, placing check orders, ordering replacement ATM/debit cards, setting up direct deposit, processing wire transfers and stop payments, providing statement printouts and check copies, and opening deposit accounts
• Establishes and maintains professional relationships with members while keeping them informed of Credit Union services and policies
• Maintains and projects the Credit Union’s professional reputation through effective member care and service delivery
• Establishes and maintains effective coordination and working relationships with branch associates, support areas, and management
• Works as a team member with other KEMBA associates and keeps leadership informed of area activities and significant concerns
• Completes required reports and records accurately and promptly and attends meetings as required
• Maintains an up-to-date status of sales, service, support, and processing activity with routine reporting to management
• Follows KEMBA’s processes and systems consistently, including member interaction, appointment planning, outbound calling, and sales activity tracking tools, as applicable
• Proactively offers new services to existing members and non-members to support increased product and service utilization
• Initiates outbound calling activities that support qualified new memberships and expanded member relationships
• Qualifies and originates loan and deposit services for members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for qualified non-member candidates
• Provides financial management and planning support consistent with KEMBA’s goal to promote members’ financial well-being
• Provides a high level…