Member Service Representative - Northridge Branch

Job Description

f you are energetic, love to work with members / customers, and thrive in a service-based atmosphere, then you will find a tremendous opportunity with First Financial.

When you join First Financial Credit Union as a Full Time Member Service Representative in our Pasadena branch, you are joining a team of dedicated, self-motivated individuals who enjoy helping others and working in a collaborative and progressive environment. We don't shy away from our success and work hard each day to make great things happen for our members / customers, our teams, and ourselves.

As a Member Service Representative, you will be able to use your prior success in new accounts and loan products to help members of the educational community meet their financial goals. This is a great opportunity for experienced Personal Bankers, Financial Service Representatives and Banking Specialists.

You will provide information to members and prospective members on all credit union accounts, services, and products. Learn and grow your experience with new accounts and loan products such as consumer, auto and real estate products. Consult with clients on the telephone to resolve challenges and promote services and products. Support branch operations through back-up teller (cash-handling) activities.

• Provides information to members and prospective members on all Credit Union accounts, services and products; promotes and cross-sells products and services as able, meeting any applicable sales targets or goals.
• Interviews Credit Union members to obtain accurate, complete documentation for loans and other Credit Union services; assigns account numbers, completes forms to open new accounts of various types.
• Processes loan disbursements; prepares and assembles loan (consumer, auto, real estate, etc.) documents; forwards completed, funded loan package to Loan department in a timely manner.
• Prepares audits, as needed, on member's accounts including necessary correcting journal entries.
• Meets with members to resolve problems; researches accounts and ensures quick resolution.
• Prepares and assembles DMV paperwork; forwards completed package to DMV department in a timely manner.
• Performs various clerical duties including answering telephone, receiving visitors, copying and collating documents, faxing, preparing routine correspondence, and ordering office supplies.
• Operates computer terminal to open / close accounts, verifies balances, and resolves related member issues.
• Develops and maintains sales, member service and product skills through active participation in, and successful completion of, on-line training programs, with goal of completing all modules as scheduled
• Meets or exceeds goals as detailed in the Member Services' Sales and Service Report.
• Consults with members on the telephone by conducting outbound Teleconsulting calls, resolving problems and promoting the Credit Union's services and products.
• Profiles members to determine their current and future financial product and service needs.
• Performs all duties in compliance with laws, regulations, Credit Union policies and procedures
• Must comply with all BSA and OFAC regulations
• Performs all other duties as assigned

• High School graduate or equivalent. College degree preferred.
• The position requires at least two years of prior banking experience or minimum of six months in New Accounts and Consumer Loan experience within or in the banking industry. Real Estate experience preferred, but not required.
• Minimum six months of customer service and cash handling experience
• Ability to work a schedule that may include weekends
• Effective verbal and written communication skills
• Ability to work independently and in a team environment
• Ability to exercise good judgment to make sound decisions and take initiative
• Ability to navigate multiple screens, PC applications, and adaptable to new technology
• Ability to multitask and strong organizational skills
• Basic knowledge of Microsoft Office :
  Word, Excel, and Outlook calendar / email

• Medical, Dental, Vision, Flexible Spending Accounts and Employee Assistance Program
• Company-sponsored Life insurance, Short and Long term disability
• Voluntary Benefits with Colonial Life and Guardian
• Vacation time for Union employees
• Additional Vacation Service award for every 5 years of service
• 401(k) with 3% Safe Harbor Employer Contributions
• Incentives and Recognition based on performance
• Special Product Pricing (discounted loan rates and interest on accounts with no minimum balance)
• Employee appreciation and recognition events
• Opportunity to win trips
• Opportunities for gain sharing

At the very heart of who we are is doing what is in the best interest of our members, employees, and the California educational community. By listening to, and knowing the needs of our membership, we have become their trusted advisor. We focus on our members' end-to-end experience (journey) and employees are empowered…