Financial Service Representative

YOUR PURPOSE

Serve as liaison between the member and the credit union. Lead responsibility includes the proactive fulfillment of consumer lending needs (loan processing, closing and disbursal), as well as other products and services whether in person, by phone or electronically. Open various account types for members, resolve issues, cross-sell value added services, interview and professionally handle the member’s daily needs. May lead the activities of Tellers or Member Service Representatives. Courses and/or training may be required

YOU ARE RESPONSIBLE FOR

Member Service

• Be an expert in identifying deposit and loan sales opportunities and provide solutions to build relationships. Consistently achieve target goals in Debt Protection and GAP sales as well as referral goals to our partners in our Mortgage Department and Horizon Retirement and Investment’s (HRI). 
• Interview loan applicants in-person or by telephone, as well as electronically. Assist members with the loan application process to ensure completeness of information. Explain the loan process to members to include loan options, insurance on loan products, loan policies, interest rates, payoffs, etc. 
• Greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member service and transactions.
• Conduct interviews on credit union products and services with each new credit union member. Have a thorough understanding of all products and services and the ability to educate as necessary. Open new account products and service existing memberships. Promote and cross-sell products and services based on member need. Set up new account files and provide members with all necessary information for membership, including IRA, Trust, Estate and other specialty consumer and professional accounts.  
• Provide in-person and by-telephone/email general and specific service-related information concerning credit union services or policies. Respond to member requests, problems or complaints or direct them to the appropriate person for specific information and assistance. May handle more complex questions or problems for other team members.       
• Maintain an up-to-date and comprehensive knowledge of all credit union products and services. Maintain an up-to-date and comprehensive knowledge on all related policies, procedures, and rules and regulations.  
• Research accounts for deposit, withdrawal, and loan payment discrepancies. 
• Serve as a backup for member transactions as needed by branch. Assist Tellers and MSRs research and resolve discrepancies. May serve as Vault Teller.  

Administrative

• Scan daily work and perform such other functions that might be needed from time to time and assist others to complete tasks and work assignments.
• Possess knowledge of the Business Continuity Plan within area of responsibility and be able to complete necessary duties when system interruption occurs

SUCCESS LOOKS LIKE

Our individual contributor success competencies, coupled with our CORE Values, drive our ability to fulfill our Promise of "Guiding members in the direction of their dreams".

• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. Readily takes action on challenges, without unnecessary planning. 
• Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Communicates Effectively: Develops and delivers communications that convey a clear understanding of the unique needs of different audiences.
• Member Focused: Builds strong member relationships and delivers member-centric solutions, both internally and externally. 
• Self-Development Focused: Actively seeks new ways to grow and be challenged using both formal and informal development. 

COMPENSATION

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $21.63-$31.37. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

· Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families

· Telemedicine for part-time employees

· Paid Group Life and Disability Insurance 

· Employee Assistance Program

· Tuition Reimbursement Program

· 401K Retirement Savings

· Employer 401K Retirement Contributions & Matching upon eligibility

· Discretionary Annual Incentive Bonus based on eligibility criteria

· Paid Time Off per Full Calendar Year:

§ 10 hours of PTO per month (prorated for reduced full-time and part-time)

§ Paid Birthday Holiday

§ 2 Paid Wellness Days

§ Up to 24 hours of Paid Volunteer Time annually

§ 11 Paid Holidays

· And More!

EXPERTISE YOU NEED

Education & Experience

High school diploma or general education degree (GED); three years related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of credit union's computer system for performing basic input/output tasks.Related work experience may substitute for education.

*This position may require NMLS Certification

Capabilities

• Ability to operate a personal computer including input, output, and inquiry to member accounts and other account information required in the member service function.
• Ability to operate standard office equipment and tools, such as personal computer, postage machine, fax machine, telephones, and copy machine.
• Ability to accurately handle cash in a speedy manner when dealing with members and balancing cash before and after use. 
• Familiar with the differences in a basic number of products and services offered by other financial institutions to those offered by the credit union.

ABLE TO

To perform the essential functions of this position an employee must be able to meet the following work place demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgment and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform the essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.

ABOUT THIS JOB DESCRIPTION

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values.
• Promote teamwork and collaboration. 
• Provide our members with the highest quality service.