Floating Retail Specialist - Rewarding Work

Position Summary

Enhances the quality of life for our members/team members by meeting or exceeding their services expectations and building member relationships of trust and loyalty.

The Floating Member Loan Specialist provides coverage to ensure continuous support of members throughout operations including branches, the Member Contact Center and Operations Support. The individual must ensure excellence in member service and sales production. This universal sales position will assist our members with their lending needs while also performing a variety of other service functions.

Essential Functions & Additional Responsibilities

50% - Achievement of Sales and Service Objectives – Works at various locations as needed to handle members requests. Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives while providing location support. Actively listens, identifies needs and makes recommendations. Responsible for application processing and funding of consumer loans including personal, credit cards, auto, and home equity. Solicits a variety of peace-of-mind products associated with loans including Guaranteed Auto Protection, Mechanical Breakdown Protection and Debt Cancellation. Accurately completes loan and title documents. Participates in outbound calling campaigns as needed.

30% - New Account and Member Maintenance – Opens, maintains, and closes a wide variety of membership accounts including but not limited to: savings, checking, certificate, and retirement accounts. Provides proactive and timely follow up with members. Opens specialty accounts such as Business, Trust and Estate. Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance. Completes teller transactions as needed.

15% - Resource and Department Support – Mentors other team members by providing direction, resource, and support. Acts as a lead in the absence of a manager and deescalates member concerns. Uses good judgment to provide overrides within permission authority. Ensures compliance and security protocols are adhered to and keeps manager apprised of concerns. Demonstrates knowledge retention of policy and procedures when handling support calls. Provides call handling support as needed for Member Contact Center.

5% - Performs other duties as assigned.

Education:

A high school diploma or G.E.D.

Experience:

3-5 years of experience in operations, preferably in a Credit Union or financial institution environment.

Skills & Competencies

• Notary and NMLS preferred.

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Last Updated: 06/13/2023