Member Service Representative II (Personal Banker – Sales

Title Member Services Representative II Reports to Branch Manager Supervises None Status Non Exempt Objective The Member Services Representative is a results driven position responsible for performing a broad variety of Member focused sales and service related activities that helps enrich the financial lives of our member This high contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person by telephone and in writing

Assumes responsibility for the effective and professional performance of Member sales and service related functions

Recommends products and services that assists in meeting Members financial needs

Resolves Member issues through listening problem solving and offering solutions

Meets or exceeds all sales service and productivity goals established for this position

Answers and responds to Member inquiries and questions

Performs file maintenance and account changes as necessary

Establishes and maintains professional relationships with Members Resolves Member requests and questions promptly courteously and professionally

Keeps Members informed of Credit Union services and policies

Maintains and projects the Credit Unions professional reputation

Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management

Works as a team member with other KEMBA Associates Keeps supervisor informed of area activities and significant problems

Completes required reports and records accurately and promptly

Attends meetings as required

Maintains an up to date status of all sales support and processing activity with routine reporting to management

Registers with the Nationwide Mortgage Licensing System NMLS as a Mortgage Loan Originator MLO and maintains and renews the registration in addition to completing related compliance training as directed by KEMBAPerforms all duties in a manner that is 100 compliant with KEMBA policy and procedures

Develops an understanding of Credit Union history philosophy organization policies and operational procedures

On a self directed basis continues to improve individual level of competency through training and certification on established educational programs

Must be able to relate to other people beyond giving and receiving instructions

Can get along with coworkers or peers without exhibiting behavioral extremes

Perform work activities requiring negotiating instructing supervising persuading or speaking with others

Respond appropriately to criticism from a supervisor

High school diploma or equivalent education or experience

One to two years of experience in a sales customer service environment

Prior experience in a financialbanking institution preferred

Strong organizational skills and attention to detail

Must value a high degree of accuracy

Professional demeanor

Effective communication skills

Basic PC skills Windows Assertive problem solving skills

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of the job the employee is regularly required to sit; use hands to manipulate handle feel and talk or hear The employee is frequently required to reach with hands and arms The employee is occasionally required to stand and walk The employee must occasionally lift andor move up to 15 pounds Specific vision abilities required by this job include close vision distance vision and ability to adjust focus RETKMB