Member Services Associate - Remote & Branch Support

First Financial Federal Credit UnionJob Description Job Title: Financial Services Representative (FSR) I, II, III Department: Branch Office Reports To: Branch Manager Salary Grade(s): 5, 6, 7 EEO-1 Job Class: 5 - Administrative Support Workers FLSA Status: Non-exempt

• Full-time
• Part-time
• Temporary

Location: Branches ☐ Telework Work Possible (if checked) Important: See Telework Policy for Additional Criteria Function: To represent the credit union to potential, new, and existing members. To complete the steps necessary to establish accounts and services. To understand the features and benefits of our services and products and to be able to effectively relate them to members through cross selling. To establish rapport conducive to enhancing member relationships with the credit union. Support Branch Managers in daily branch operations. Provide support to all credit union departments. To perform all responsibilities of the position in support of our Core 4 Values. Position Requirements:

GENERAL:

Detail and service oriented; Ability to exhibit patience and flexibility in dealing with others Friendly and personable; Ability to establish rapport, build and deepen member relationships Effective listener and good communicator EXPERIENCE: Cash handling and customer service experience preferred EDUCATION: High school diploma or GED equivalent. Preferred: Some College An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above. Duties: Delivers excellent member service by Responding to members in a knowledgeable, friendly, positive, and professional manner Demonstrating excellent communication techniques for successful interactions Demonstrating empathy and a positive mindset Working to achieve a personalized and convenient member experience Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical Shares and shows support for a variety of digital and online tools and resources. Demonstrates a sense of responsibility, initiative, and dependability. Strives for flexibility, resiliency, and adaptability to daily challenges. Ability to comprehend training and apply knowledge to daily interactions. Works independently and collaboratively in support of branch operations. Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information. Adheres to information security procedures & maintains confidentiality. Follows all policies and procedures as established by the credit union, including but not limited to: Cash Handling, Dual Control, & Balancing Check Holds and Fraud prevention BSA & AML Regulatory Requirements While assigned to a branch, assists with staffing at other branches as needed. Works to achieve goals in support of the Core 4 Values of the Credit Union.

RESPONSIBILITIES

FSR I:

Processes member transactions. Effectively utilizes features of Teller Capture in processing checks. Applies basic knowledge of Microsoft Office Suite. Ability to navigate credit union systems, key to daily functions of the position. Answers questions & prints documentation relative to routine inquiries. Consistently demonstrates a positive mindset within the branch and in all interactions Refers unusual requests or inquiries to appropriate staff members. Assists with end of day balancing procedures. Maintains functional work area by stocking forms, supplies, brochures, etc. Advises supervisor of service needed or non-functioning equipment.

FSR II:

Accurately processes member applications/requests and documents in CRM; performs self-review of work. Opens accounts for all share types with related services; closes accounts Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening Performs file maintenance of data on existingaccounts; adds joint owners to accounts General understanding of loan products to begin participating in loan referral program Completes paperwork for removing and changing joint owners of accounts Issues debit and credit cards Completes forms as applicable based on member request Obtains instructions and inputs data for wire transfers Provides notary services Processes other requests of similar complexity Focuses on business development to retain long-term relationships by Establishing rapport and serves as a valuable link between members and the credit union Utilizing opportunities to deepen relationships by aligning credit union products with member needs Encouraging members to recommend the Credit Union to their family members and eligible co-workers. Assists members in understanding account activity, answers questions, and helps to resolve concerns. Provides routine support to other departments. Assists the Marketing Department in representing the Credit Union at on-site visits.

FSR III:

Strong knowledge of account products and credit union services; ability to answer questions about product features and benefits. Acts as “buddy” to co-workers. Seeks opportunities to advance level of responsibility. Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review. In-depth understanding of our loan products to actively refer members to lending. Provides support for death claims. Assists with monitoring pending work folder and daily calendar. Processes complex transactions and requests along with opening special accounts IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation Competent in fraud prevention and detection. Ability to assist with report management and participates as a project team member. Establishes a foundation of leadership skills through Self-sufficiency, maturity, and responsibility Engagement as a role model for staff and as an active participant in daily operations Performs in the capacity of a Member Services Representative or Operations Specialist. Provides phone assistance to call center and enters corresponding CRM event Process member requests generated from calls or correspondence Contacts members requesting additional information, clarification, or problem resolution FSR pay ranges by grade: FSR I: $20.00-22.00/hour FSR II: $22.00-24.00/hour FSR III: $24.00 – 26.00/hour Each level of FSR is competent in duties and responsibilities of preceding level(s). FSR II and above complete certification to perform Notary Services. Performs other related duties of similar scope and complexity. Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures, as well as ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management. Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law. #J-18808-Ljbffr First Financial Federal Credit Union of Maryland