E Branch Account Services Representative

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E-Branch Account Services Representative

SUMMARY/OBJECTIVE: As an E-Branch Account Services Representative, you will deliver financial education and assistance to our members through digital technology. This position will perform a broad variety of account service functions with accuracy and in a timely manner, to include account opening / maintenance and refer lending transactions to our centralized lending team. These functions may include, but are not limited to account maintenance, opening new accounts and offering ancillary products. This position will be based in a central location and may occasionally assist in the account services call center as needed. FLSA Classification: Non-Exempt Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides daily support by assisting members via direct contact channels to include: inbound/outbound text, Video Banking, secure messaging and email with professionalism and urgency.
• Creates, maintains and enhances account holder relationships, ensuring an exceptional experience via Video Banking technology.
• Assist with daily verification of new online enrollments for fraud prevention purposes.
• Maintains in-depth knowledge of Credit Union products, services, policies and applicable regulations.
• Effectively interview account holders and potential account holders independently. Asks questions and listens carefully to determine the appropriate SFCU products and services to offer. Presents products and services in a positive, professional and knowledgeable manner, so inquiring individuals can make an informed decision.
• Opens new share and share draft accounts. Verifies personal identification to prevent fraudulent activity. Provides regulatory disclosure information on new and other specific types of accounts. Orders or prints plastics such as Debit and Credit Cards.
• Identifies needs, develops financial relationships, and consistently provides account holders with opportunities for appropriate loan and deposit products and services.
• Refers all loan inquiries to the centralized lending department while the member is present virtually. This will be via transferring the member to the centralized department via Video Banking technology.
• Effectively cross-sells account, consumer loan and mortgage loan products.
• Supports the credit union's mission, vision, strategic goals, quality initiatives and service standards.
• Supports SFCU's mission to become the primary financial institution of our account holders by providing services in an expeditious and courteous manner. Understands that educating our account holders and informing them of the products and services we have to offer is the highest level of service we can provide and the key to accomplishing out mission and goals. Strives to meet individual goals by effectively cross selling products and services.
• Resolves account holder problems independently and escalates more complex problems or situations to management. Also ensures that the escalation is entered in to the Contact Management with detailed information of the account holder's issue and the best way to contact the account hold when a resolution is found.

Competencies: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Fluency in English required.
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation.
• Effective communication skills with the ability to multi-task while maintaining attention to detail and operating several computer programs to ensure transaction integrity.
• Must be familiar with the internet, mobile apps, and navigating software platforms.
• Knowledge of, or the ability to quickly learn banking software applications.
• Working knowledge of SFCU's products, services, policies and procedures.
• Understanding of federal laws and regulations that govern financial institutions.
• Basic understanding of computer applications and software
• Must possess strong basic math skills, accuracy and attention to detail

Qualifications:

• High School Graduate or Equivalent (GED).
• At least 12 months of credit union/banking or call center experience (preferably in a customer service capacity)
• Strong computer skills and the ability to utilize multiple computer applications simultaneously

Position Type/Expected Hours of Work This is a full-time position. Shifts may range from 8:00am - 5:30pm plus occasional Saturdays 9 - 1. Shifts may change or rotate, with sufficient notice, according to business needs. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear. The employee is frequently required to kneel, crouch, or stoop. The employee is occasionally required to lift and/or move 25-50 pounds. Employment Requirements All applicants must meet the certain conditions of employment to be eligible for employment at Sunbelt Federal Credit Union:

• U.S. Citizenship
• Successfully passing a drug test for illegal drugs
• Successfully passing a background investigation

Benefits Offered:

• 401K, With employee match.
• Medical, Dental, Vision, Life, STD, LTD insurances
• Paid Holidays
• Employee Education Assistance Program (Tuition Reimbursement).
• 16 Days of PTO (Paid time off) that begins accruing day one. (usable after 90 days)
• Employee Assistance Program (EAP)

DECLARATION This is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Sunbelt FCU is an Equal Opportunity Employer.