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Title: Member Services Representative (I, II, III, Lead or Senior)

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, service, account maintenance, and branch support activities that help enrich the financial lives of our members. This high-contact sales and service position requires the ability to engage effectively with members and other KEMBA associates in person, by telephone, and in writing while providing consistent solutions that meet member needs. Depending on experience and level, this role may also support lobby management, teller-related functions, sales tracking, outbound calling, community involvement, mentoring, and support to other Member Service Representatives and branch leadership.

Duties and Responsibilities

• Assumes responsibility for the effective and professional performance of member sales and service-related functions
• Greets, welcomes, and assists members by identifying their needs, offering options, and directing them to the appropriate support or service channel when needed
• Recommends products and services that assist in meeting members’ financial needs
• Resolves member requests, questions, and concerns promptly, courteously, and professionally through listening, problem solving, and offering solutions
• Meets or exceeds all sales, service, and productivity goals established for the position
• Answers and responds to member inquiries and questions in person, by telephone, and in writing
• Performs file maintenance, account changes, and member account servicing as necessary
• Assumes teller line functions including, but not limited to, business member transactions, cash transactions, balancing drawer, vault, and recycler responsibilities
• Assists members both inside and outside of the branch, including support with ITM machines
• Maintains audit controls including, but not limited to, dual control, key control, logs and reports, alarms, safe deposit box procedures, and teller-related audit responsibilities
• Professionally services basic member activity, including processing address changes, adding names to accounts, placing check orders, ordering replacement ATM/debit cards, setting up direct deposit, processing wire transfers and stop payments, providing statement printouts and check copies, and opening deposit accounts
• Establishes and maintains professional relationships with members while keeping them informed of Credit Union services and policies
• Maintains and projects the Credit Union’s professional reputation through effective member care and service delivery
• Establishes and maintains effective coordination and working relationships with branch associates, support areas, and management
• Works as a team member with other KEMBA associates and keeps leadership informed of area activities and significant concerns
• Completes required reports and records accurately and promptly and attends meetings as required
• Maintains an up-to-date status of sales, service, support, and processing activity with routine reporting to management
• Follows KEMBA’s processes and systems consistently, including member interaction, appointment planning, outbound calling, and sales activity tracking tools, as applicable
• Proactively offers new services to existing members and non-members to support increased product and service utilization
• Initiates outbound calling activities that support qualified new memberships and expanded member relationships
• Qualifies and originates loan and deposit services for members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for qualified non-member candidates
• Provides financial management and planning support consistent with KEMBA’s goal to promote members’ financial well-being
• Provides a high level of sales and service support for inbound member activity resulting from branch visits and member calls
• Closely coordinates with support areas for the effective processing and servicing of new and existing loan and deposit business
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Supports and mentors other Member Service Representatives by modeling KEMBA’s processes, sales systems, member care expectations, and service standards, as experience allows
• Motivates associates to cross-sell services, provide referrals, and promote automated services using KEMBA’s processes and systems, as applicable
• Provides feedback and support to branch associates and the Branch Manager, including recognizing associate achievement and acting as a role model and resource, as applicable
• Ensures member satisfaction by helping address member complaints and resolve account-related concerns, including support in the Branch Manager’s absence when applicable
• Registers with the Nationwide Mortgage Licensing System as a Mortgage Loan Originator and maintains and renews registration, including completion of related compliance training as directed by KEMBA
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education or experience
• Prior customer service experience, with sales-focused or financial services experience preferred for higher-level placement
• Demonstrated ability to meet individual sales, service, productivity, and accuracy expectations
• Strong organizational skills and attention to detail
• Values a high degree of accuracy
• Professional demeanor and positive, outgoing attitude
• Effective communication skills
• Basic PC skills, including Windows
• Assertive problem-solving skills

Position Level Notice

This position may be filled at the Member Services Representative I, II, III, Senior Member Services Representative, or Lead Member Services Representative level. Placement within the Member Services Representative career path will be determined based on the selected candidate's experience, demonstrated sales and service performance, financial services knowledge, leadership capabilities, and overall qualifications. Compensation will be commensurate with the level and experience of the successful candidate.

Experience Considerations for Level Placement

Candidates may be considered for higher-level Member Services Representative positions based on demonstrated experience and success in the following areas:

• Experience in a sales-focused environment with individual performance goals
• Experience in financial services, banking, or credit unions
• Demonstrated success achieving sales, service, productivity, and operational goals
• Experience originating and servicing consumer loan and deposit products
• Strong knowledge of branch operations, controls, and compliance requirements
• Proven ability to build member relationships and deepen product utilization
• Experience conducting outbound calling and business development activities
• Demonstrated ability to mentor, coach, or serve as a resource to peers

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Eligibility

• Laptop: No
• Remote/Hybrid Work: No
• Cell Phone Reimbursement: No
• Vehicle Reimbursement: No
• Incentive(s): Yes