Centric Service Representative

Job Description

Job Description

Centric is committed to creating, encouraging, and nurturing a safe and inclusive work environment. These same standards are expected of each of our employees. Centric values and celebrates diversity in the workplace and we welcome those with unique backgrounds, working styles, and skillsets. Our culture recognizes and embraces each person’s unique contribution to our success, and empowers our team to connect, belong and grow, so that we can better serve our members and community.

Role:  Assist members and potential members in living better through Centric products and services by explaining services, cross-selling applicable products and services, assisting with online banking setup, and enrolling members in e-statements. Centric Service Representative (CSR) will forward all loan information to the appropriate staff member, acting as liaison between members and various organizations, departments, and business partners to ensure seamless service and effective problem resolution. Performing all duties as requested while consistently demonstrating Centric's SERVE core values of Stewardship, Engagement, Relationships, Vision, and Energy in every member interaction.

Essential Functions & Responsibilities: E50%Receives and processes member financial transactions, including deposits, withdrawals, loan payments, money orders, cashier’s checks, and account transfers. Maintains accurate member records and balances daily transactions while demonstrating Engagement through attentive, member-focused service.E30%Answers questions, resolves concerns within authority, and escalates complex issues with recommendations. Identifies cross-selling opportunities using discovery and looping techniques. Builds Relationships through personalized service, shows Engagement by understanding needs, and applies Vision to enhance members’ financial well-being.E10%Serves as a liaison between members and internal/external partners. Demonstrates Vision by proactively connecting members to resources and anticipating needs, while strengthening Relationships through seamless, solution-focused communication.E5%Maintains required records and completes reports (e.g., CTR, SAR) with accuracy. Demonstrates Stewardship through regulatory compliance and ethical handling of sensitive information.E5%Perform other duties as assigned with flexibility, energy, and a solution-oriented mindset that supports team success.

Performance Measurements: 1.Delivers Live Centric Service by connecting, engaging, navigating, transacting, reviewing, and offering solutions prior to closing - demonstrating all SERVE behaviors in each interaction.2.Processes member transactions accurately and efficiently, reflecting strong Stewardship.3.Proactively seek opportunities to cross-sell products and services aligned with members’ needs, demonstrating through meaningful conversations, and strengthening Relationships by offering personalized solutions.4.Resolves member and internal inquiries professionally, demonstrating Engagement and accountability.5.Achieves product and service goals set by management with consistent energy and focus.6.Continuously develop and improve knowledge in Retail and Member Engagement, reinforcing a Vision for growth and excellence.7.Maintains compliance with all regulatory and operational requirements, upholding Stewardship.8.Demonstrates reliability in attendance and punctuality, contributing to team Engagement and success.9.Maintains a professional environment and appearance, strengthening relationships and member trust.

Knowledge and Skills: ExperienceOne to three years of similar or related experience.EducationA high school education or GED.Interpersonal SkillsRequires a high level of trust, diplomacy, and professionalism. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work involves motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.Other SkillsWorking knowledge of regulations relating to all credit union deposit products (Reg E, Reg CC, Reg D, Truth-in-Savings Act). Demonstrates Stewardship through compliance and operational excellence.Physical RequirementsAt times may be required to lift up to 50 lbs.Work EnvironmentFosters a positive, friendly, and gossip-free workplace. Demonstrates Energy and Engagement in creating a supportive team culture while building strong internal Relationships that reflect Centric's SERVE values.