Member Service Representative

Job Title

Represent Everence Federal Credit Union (EFCU) professionally to members and prospective members. Deliver an exceptional member experience by greeting members warmly, resolving issues efficiently, and identifying financial needs to refer them to the appropriate person or department.

Accurately and efficiently handle member service requests and the opening of new memberships/accounts in a courteous, confidential, and professional manner. Research and respond to member inquiries. Promote EFCU products and services by proactively engaging in conversations with individuals, organizations, and businesses, following our "Service to Sales" process to help members meet their everyday banking needs.

Responsibilities And Duties

• Deliver the best member experience by being courteous and efficient with all members, whether in person or over the phone.
• Maintain a thorough understanding of all products and services offered through study and usage whenever possible.
• Identify cross-selling opportunities by engaging members with open-ended questions.
• Help boost the overall sales performance of the office team.
• Educate members and refer Everence products and services that meet our members' needs.
• Manage memberships and accounts, and negotiate Certificates of Deposit (CDs) and IRAs.
• Onboard new members through follow-up phone calls, email messages, and/or mailings to guarantee they utilize various products and services.
• Reach out to members and prospects to update records, cross-sell, and strengthen relationships.
• Complete training as assigned.
• Participate in regular office meetings.
• Follow policies and procedures, including security and transaction verification. Comply with the Anti-Money-Laundering Policy established to meet the requirements of the Bank Secrecy Act (BSA), which includes Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR), and Monetary Instrument Log; USA Patriot Act; and regulations from the Office of Foreign Assets Control (OFAC).

Qualifications

Education: Minimum high school diploma or equivalent

Experience:

• Basic understanding of credit union operations
• Customer service experience and/or experience in financial services preferred

Skills and Abilities:

• Ability to deliver exceptional service
• Professionalism, honesty, integrity, and good listening skills to foster rapport and build relationships
• Strong interpersonal, communication, and organizational skills
• Strong accuracy, attention to detail, mathematical ability, and analytical skills
• Ability to exercise good judgment, solve problems, provide sound advice, and cross-sell products and services
• Ability to operate related computer applications and business equipment; experience with customer databases is a plus
• Adaptability to changing workflows and ability to stay positive and productive in a fast-paced environment
• Availability to work according to branch schedule needs
• Familiarity with the Kensington neighborhood is preferred
• Spanish proficiency required
• Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living

Supervisory Responsibilities: None Schedule: Full-time