Branch Service Representative I - Perkins Branch

EFCU Financial Federal Credit Union

Position Description

TITLE: Branch Service Representative I

DEPARTMENT: Member Services 

REPORTS TO: Assistant Vice President-Branch

SUPERVISES: N/A

FLSA STATUS: Non-Exempt

Purpose:

Serves as liaison between the member and the Credit Union. Responsible for processing member transactions, maintaining a cash drawer, providing account information and solutions to members, and opening new accounts. Attends to all telephone, online and walk-in inquiries from members. Responsible for maintaining knowledge of EFCU Financial products and services, and for making recommendations to members for products and services. Responsible for assisting members in a professional and courteous manner with any and all questions or problems.

Duties and Responsibilities:

Assumes responsibility for the effective and professional performance of member service functions.

1. Perform routine transactions, including but not limited to processing deposits, withdrawals, loan payments, transfers, check cashing, loan advances, and direct deposit. Process check orders and debit card requests.
2. Maintain thorough knowledge of Currency Transaction Report (CTR) and Suspicious Activity Report (SAR) and logs required by the Bank Secrecy Act (BSA).  
3. Balance the cash drawer and teller capture daily.
4. Present and explain Credit Union services and products to members and assist in meeting their financial needs. Open and close accounts including savings, checking, certificates, Individual Retirement Accounts (IRA), and other products. Complete deposit and withdrawal authorization forms. 
5. Ensure compliance with Customer Identification Program. 
6. Perform file maintenance and account changes as needed.
7. Assist in processing secured loan and workout applications. Act as a liaison between the member and Lending Contact Center team members to facilitate a loan application either through phone, online or video technology. Maintain a knowledge of Mechanical Repair Coverage (MRC), & Guaranteed Auto Protection (GAP) and any other programs offered by the Credit Union to answer member product questions. Offer Debt Protection on applicable loans. 
8. Assist in Lending Contact Center loan closings and coordinate secured and workout loan closings. Ensure that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.
9. Calculate terms, finance charges, and insurance on secured and workout loans for proper disclosure on promissory notes.
10. Ensure that lending operations are conducted in accordance with established Credit Union Policies and are legally compliant. Ensure that loan requests are properly documented.
11. Assist in servicing loans by processing such items as payoffs, refinances, address changes, and payment due date changes. Communicate requests for problem loan workout agreements, payment deferral agreements, and collateral swaps to appropriate team member.
12. Back-up the Contact Center by answering calls from the branch or fill in as a Contact Center Representative as needed.
13. Provides limited transactions to Credit Union Cooperative Branch (CUCB) guest members in a prompt and accurate manner.
14. Assist members with safe deposit box requests to include opening and access.
15. Assist members with fraud issues or the prevention of fraudulent activity.
16. Conduct early-stage collections as needed.
17. Perform Member Service duties on Saturdays.

Assumes responsibility for establishing and maintaining effective, professional business relations with members. . 

1.  Resolve member requests and questions promptly, courteously, and professionally
2.  Keep members informed of Credit Union service, products and policies. 
3.  Maintain and project the Credit Union's professional reputation. 
4.  Counsel members regarding money management and financial matters. Assist in counseling members whose loan requests were denied, explaining reasons and offering alternatives. 

Assumes responsibility for establishing and maintaining effective coordination and working relationships with area team members and team leaders.

1. Assist area team members and provide directions as needed.
2. Keep team leader informed of area activities and significant problems.
3. Complete required reports and records accurately and promptly. 
4. Attend meetings as required. 
5. Assist in training and cross-training of support team members. 

Assumes responsibility for related duties as required or assigned.

1. Actively and professionally cross-sell Credit Union services and products. 
2. Meet or exceed established referral and sales goals in the areas of checking accounts and ancillary products, loan and deposit growth, and Debt Protection coverage.
3. Stay informed regarding local and national economic conditions and legal and regulatory changes. 
4. Ensure that the work area is clean, secure, and well maintained. 
5. Other duties as assigned or directed by team leader(s). 

Pay Rate Minimum: $20.04 per hour  

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.
• A minimum of 1 year to three years of related experience in member services with full-service financial institution and/or training; or equivalent combination of education.
• Good understanding of member services, loan services, polices, and procedures and products provided.
• Understanding of member bookkeeping procedures, related legal and regulatory standards, and required loan documentation.
• Understanding of related legal and regulatory standards and required loan documentation.
• Knowledge of consumer and residential lending practices, and credit union products and services with a thorough understanding of Real Estate Lending.
• Interpersonal skills including trust, diplomacy, courtesy, and tactfulness in working with others.
• Excellent interview skills, written and verbal communication skills, and public relations skills.
• Effective decision-making skills, analytical skills, and attention to detail.
• Ability to maintain confidential information.
• Skilled in multi-tasking.
• Professional appearance and attitude
• Experience with Microsoft Office software.
• Must be dependable and reliable.
• Must pass all credit and bond requirements.
• Knowledge of Credit Union products and services is a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.