Fort Pierce - Member Service Representative III

ELGA Credit Union Member Service Representative III

Role: To assist members and potential members with their requests; explains services, responds to problems, and directs members to the appropriate area.

Essential Functions & Responsibilities:

• Assists members and potential members with their requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Assists new members opening new accounts, answers questions about products and services, identifies cross-sell opportunities and cross-sells services to members with integrity.
• Maintains member account information on computer system.
• Assures that appropriate records are maintained and required reports are prepared.
• Assists other departments as needed.
• Performs other related duties as assigned.

Performance Measurements:

• To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.
• To be the expert on deposit products such as but not limited to new accounts, CDs and IRAs. Follows and completes all steps of on-boarding procedure.
• To have complete accuracy with all transactions and member requests to allow you to have no member service or posting errors. To analyze errors in written format on the rare occasion a mistake is made.
• To provide informed, professional, friendly service to all members and associates by making eye contact and using the member's name, smiling while listening, responding as though they are the only one in your world at the time, and finding the correct solution if you don't know it.
• To achieve 100% of your daily/weekly/monthly and annual sales goals. Monthly goals would include 60% of new checking accounts opt-in (Reg E), 70% checking account penetration on new accounts, 10% credit card penetration and 10% loan penetration on new accounts.

Knowledge and Skills:

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED. To have completed and passed Certification 2 process (In-House Training Program).
• Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Other Skills: Outgoing; Motivated; Must cross sell products and services comfortably; Good listening and communications skills; good computer skills; able to make decisions with minimum information. Must have good problem solving skills.