Financial Services Representative
1 month ago
Job Summary:
As a Member Service Generalist at APGFCU, you will play a vital role in promoting credit union products and services to new and existing members. Your primary objective will be to develop new business and increase loan volume through personal contact and cross-selling of products and services.
Key Responsibilities:
• Provide exceptional customer service to members, analyzing their needs and matching them with suitable products and services to maximize relationships with the credit union and increase member wealth.
• Conduct outbound calls to existing and potential members to develop loan needs and solicit new loan business, demonstrating the use of automated services to increase the percentage of members oriented to alternative channels.
• Open new accounts, service existing accounts, and complete transactions such as deposits, withdrawals, loan payments, and check cashing for members, accurately performing teller transactions and balancing daily activities.
• Review member account problems and make determinations on refunding fees and charges within authority, as warranted by the circumstances, performing routine maintenance on deposit accounts, certificates of deposit, and individual retirement accounts.
Sales Expectations:
• Meet specific, measurable goals for shares, loans, payment protection, cross-selling, and referrals based on the credit union's strategic plan, offering products and services to members to help them save time, make money, and enjoy convenience and peace of mind.
• Generate business by conducting outbound calls to include system and self-generated leads, identifying and communicating to branch management product or service-related issues or improvements that could improve member service or increase revenue.
Loan Service:
• Protect members and the credit union by promoting payment protection, proactively interviewing members and reviewing debt held at other financial institutions for transfer to the credit union.
• Build rapport, use critical thinking, and credit union philosophy to uncover additional lending needs through credit review, compiling necessary documentation, defining requirements, and determining accurate payment information for loans.
• Review loan denials for possible recommendation for approval, courteously communicating denials to members and offering alternative solutions and financial education as appropriate.
Membership Development:
• Maintain current member files for follow-up, assisting with membership calls as required for marketing of products, services, and promotions, generating ideas to enhance quality service, such as recommendations for workflow improvements and product innovation.
Quality Control:
• Identify and communicate product or service-related issues and/or improvements resulting in higher quality products or services, maintaining adherence to all credit union policies, procedures, and regulatory requirements, while demonstrating professional service skills and financial integrity.
Additional Requirements:
• Perform other related duties as required or directed, having a flexible schedule, being able to work Saturday hours, and traveling to other branch locations, completing applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position.
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