Digital Financial Partner - Dolson Branch

Description

Heritage Financial Credit Union is a member-owned financial institution committed to helping our members achieve their financial goals and building a stronger community. We believe everyone deserves access to affordable financial services and provide the tools and resources needed to achieve financial dreams. Our vision is to be the leading financial institution in the communities we serve, and we are dedicated to creating a culture of excellence where employees can thrive.

We value integrity, excellence, teamwork, respect, and community, and we are committed to providing training, development, and opportunities for our employees to succeed.

• Integrity:
  We are honest and trustworthy in all of our dealings with our members, employees, and the community.
• Excellence:
  We strive to provide our members with the best possible service.
• Teamwork:
  We believe that we can achieve more together than we can alone.
• Respect:
  We treat each other with dignity and respect.
• Community:
  We are committed to giving back to the communities we serve.

Join a purpose-driven team at Heritage Financial Credit Union where integrity, excellence, teamwork, and community matter.

Rate of Pay: $23.00 - $26.00 per hour

• Answering all incoming member calls and addressing all needs, including placing members in appropriate accounts and consumer loan products and assisting with digital enrollments for all HFCU products and services.
• Responding to digital inquiries and needs, including chat, online account and loan requests, as well as marketing leads.
• Proactively reach out to new memberships established through line of business partners to assess needs and offer additional products and services as appropriate.
• Maintain required expertise on all products and services offered by HFCU.
• Think critically to provide the best options to members in sales opportunities and general needs.
• Cash handling and processing transactions.
• Organize priorities, achieve monthly goals, and deliver quality work.
• Function as Teller or Financial Service Representative to support branch needs.
• Support employee development and engage in personal growth through available tools and resources.
• Identify operational enhancements and research options to present for process improvements; partner with departments to design and implement approved enhancements.
• Participate in organizational team projects, representing Retail in a professional and competent manner.
• Mentor new hires.
• Performs other duties as assigned.

Performance is measured against competencies and goals outlined in the Employee Performance Program, with levels determined by managerial assessment and location-specific business needs. Level 3 demonstrates superior product knowledge, requires no instruction in basic duties, strong needs-based selling skills, and the ability to handle complex branch assignments.

Education/Certification: Customer service and sales experience. Notary license required or within 12 months of hire.

• Previous call center experience is a plus.
• Active listening and effective communication.
• Problem-solving abilities and technical support skills.
• HFCU product knowledge.
• Extensive customer service and sales experience (financial industry experience preferred) including needs-based selling, goal attainment, cash handling, project and team participation, and community development.
• Develop skill set in cash handling and transactional processing, performing account and loan intake and funding, and answering member inquiries through in-branch and phone interactions.

This position requires gaining a working knowledge of Bank Secrecy Act (BSA) requirements and complying with them, cooperating with the designated BSA Officer.

• Ability to think critically and creatively to problem solve and build business plans.
• Ability to collaborate effectively with direct team, department leaders, and line of business partners to achieve organizational goals.
• Self-awareness, discipline, and a strong desire to learn and contribute to the success of self, team, and organization.
• Professional and respectful communication with internal and external members.
• Commitment to listening and addressing member needs and concerns.
• Professional appearance and positive attitude at all times.
• Ability to develop a network of support and collaboration with team members and peers.
• Engagement, enthusiasm, and passion for providing stellar service to members.

Salary Description: $23.00 - $26.00 per hour