Financial Service Representative I

HERITAGE SOUTH COMMUNITY CREDIT UNION

Job Description

POSITION TITLE: Financial Services Representative I

SALARY STATUS: Hourly/Non-Exempt

REPORTS TO: Branch Manager

Core Expectations:

At Heritage South Community Credit Union, our mission is to Help When Others Won't. This brand and culture are the driving force behind our financial institution. We ask our team members to "dig deeper" in their interactions with our members, finding solutions to improve their financial well-being when others would simply say no.

As a team member, you will be expected to align with our core values. These values are essential to achieving our mission. They are:

• Be Well Trained and Competent
• Be Considerate and Respectful of Members and Coworkers
• Be Compassionate
• Be Creative and Find Solutions
• Be Consistent and Professional
• Be Trustworthy and Accountable
• Be Timely
• Be a Team Player
• Deliver Exceptional Service Beyond What is Expected
• Have Fun

As a not-for-profit financial institution, we strive to be different. We believe in the cooperative philosophy of people helping people. We will never forget that our credit union is owned by its members. We exist to provide quality financial services to our community, often when no one else will. If you're looking for a place to start a rewarding career you can be proud of, then Heritage South Community Credit Union might be the place for you.

Qualifications of Position:

• General knowledge and understanding of financial institutions/services and customer/member service principles
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills
• Experience with the Symitar core preferred
• High School Diploma or GED required
• One to Three years of credit union experience 
• One-year lending experience preferred

Position Duties and Responsibilities

• Responsible for greeting members, representing the Credit Union to the member in a courteous and professional manner, providing prompt, efficient, and accurate service in any area needed.
• Open various new personal and business accounts, process necessary information and educate the members as to services/products available as a result.
• Actively serves as a financial advisor.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.
• Assist members with opening CD’s and educate members as to penalties, earnings, etc.
• Assist with a wide variety of member services including open/close Shared Certificates, direct deposit, payroll deductions, maintain Safe Deposit Boxes, assist members with checkbooks, process credit card/loan applications, order checks, solve fraud issues, notary, close accounts, etc.
• Communicates with diplomacy, tact, and persuasion between members, other departments, and management to ensure a positive result when handling escalated calls and other sensitive situations. Ensures delivery of high-quality consistent service to both internal and external members that fulfill our Core Expectations. Responds to phone, text, and email messages in a timely manner.
• Maximize personal productivity by utilizing dedication and drive, insightful listening skills, attention to detail, and adaptability to achieve all levels of member, credit union, and personal goals.
• Maintain a clean, professional, and safe workspace that maximizes efficiency and security for our members and the Credit Union.
• Interview loan applicants obtaining the required information, explaining loan options, interest rates, terms, and collateral requirements including ancillary products. Obtain all documentation required for loan, including requirements for approval. File and/or scan loan documentation as needed.
• Set up auto transfers and sign up member for ACH transfers and wires.
• Using credit approval guidelines, approves or denies and disburses loans by correctly applying and analyzing credit information while adhering to loan policy and loan approval limit tiers.
• Continually promotes credit union products and services.
• Experience continual opportunities to expand your financial acumen, sales expertise, interpersonal skills, and more. Continually increase subject matter and product knowledge to successfully explain, refer, originate, and complete any product offered by the Credit Union.
• Facilitate members’ use of self-service solutions to enhance their experience and maintain Credit Union operating efficiency.
• Possess warning and override privileges.
• Perform all duties of Member Service Representative and provide backup upon request.
• Must be able to travel and work at other Credit Union branches as needed.
• Lending limits will be based on experience using a tiered scale. Tier I and II limits will be applied for FSR I. Manager will review charge off, delinquency, and product cross sell percentages at least annually.  
• And other duties as assigned.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

• General knowledge and understanding of financial institutions/services and customer/member service principles
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills
• Experience with the Symitar core preferred
• High School Diploma or GED required
• One to Three years of credit union experience 
• One-year lending experience preferred