Financial Services Representative

Financial Services Representative I

First Financial Federal Credit Union of Maryland

Department:
Branch Office

Reports to:

Branch Manager

Location:

Branches

FLSA Status:
Non‑exempt

Employment Type:

Full‑time, Part‑time, Temporary (select applicable)

Represent the credit union to potential, new, and existing members. Complete the steps necessary to establish accounts and services, understand features and benefits of products, and effectively cross‑sell to enhance member relationships. Support Branch Managers and all credit union departments in daily operations and perform responsibilities in support of the Core 4 Values.

• General: Detail and service oriented; patient and flexible with others; friendly and personable; effective listener and good communicator.
• Experience: Preferred cash handling and customer service experience.
• Education: High school diploma or GED equivalent; preferred some college. Equivalent combination of education and experience may be an acceptable substitute.

• Respond to members in a knowledgeable, friendly, positive, and professional manner.
• Demonstrate excellent communication techniques for successful interactions.
• Demonstrate empathy and a positive mindset.
• Work to achieve a personalized and convenient member experience.
• Show diligence in attention to detail and accuracy; understand timeliness and follow‑through.
• Support a variety of digital and online tools and resources.
• Take responsibility, initiative, and dependability.
• Strive for flexibility, resilience, and adaptability to daily challenges.
• Comprehend training and apply knowledge to daily interactions.
• Operate independently and collaboratively in branch operations.
• Maintain and effectively utilize reference material.
• Follow information security procedures; maintain confidentiality.
• Follow all credit‑union policies and procedures, including Cash Handling, Dual Control, Check Holds, Fraud Prevention, BSA & AML Regulatory Requirements.
• Assist with staffing at other branches as needed.
• Work to achieve goals that support the Core 4 Values.

• Process member transactions.
• Use Teller Capture to process checks.
• Apply basic knowledge of Microsoft Office.
• Navigate credit‑union systems.
• Answer questions and print documentation for routine inquiries.
• Maintain a positive mindset in branch interactions.
• Refer unusual requests to appropriate staff.
• Assist with end‑of‑day balancing procedures.
• Keep the work area organized.
• Advise supervisor of service needs or non‑functioning equipment.

• Accurately process member applications/requests and documents in CRM; self‑review work.
• • Open account for all share types with related services; close accounts.
  • Pull and interpret Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening.
  • Perform file maintenance of data on existing accounts; add joint owners.
  • Undergo general understanding of loan products to begin loan referral program.
  • Complete paperwork for removing and changing joint owners of accounts.
  • Issue debit and credit cards.
  • Complete forms as applicable based on member request.
  • Obtain instructions and input data for wire transfers.
  • Provide notary services.
  • Process other requests of similar complexity.
• • Focus on business development to retain long‑term relationships by establishing rapport and serving as a link between members and the credit union.
  • Utilize opportunities to deepen relationships by aligning credit‑union products with member needs.
  • Encourage members to recommend the credit union to family and eligible co‑workers.
• Assist members in understanding account activity, answering questions, and resolving concerns.
• Provide routine support to other departments.
• Assist marketing department in representing the credit union at on‑site visits.

• Strong knowledge of account products and credit‑union services; answer product questions.
• Act as “buddy” to co‑workers.
• Seek opportunities to advance responsibility.
• Gather paperwork for Power of Attorney review.
• Refer members to lending through in‑depth understanding of loan products.
• Support death claims.
• Assist with monitoring pending work folder and daily calendar.
• Process complex transactions including opening…