Floater Service Rep I,II,III (San Diego County)

Job Description

Job Description

*This Floater Service Representative position will work in San Diego County only.*

This position is accountable for providing exceptional service with a focus on processing transactions, member requests and referring/cross selling financial products and services. Adheres to the credit union’s policies, procedures and quality service standards. The Floater Service Representative will operate in a float capacity, offering coverage and support at various branch locations as business needs arise.  This position qualifies for mileage reimbursement.

Supervisory responsibilities

• This position reports directly to the Floater Manager. No employees report directly to this position.

NATURE & SCOPE:

Floater Service Representative I 

• Processes member transactions. Performs account file maintenance and handles member issues.
• Identifies cross-selling opportunities, referring members to Personal Financial Representatives.
• Maintains knowledge of all products and services, policies and procedures.
• Follows quality service standards to ensure exceptional quality service is provided.
• Ensures compliance with daily cash drawer balancing and limits.
• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
• May serve as back-up to Personal Financial Assistant.
• Assists with branch balancing, opening and closing procedures, scanning checks, night depository processing, ATM processes, certifications and other side jobs as assigned.
• Shared Branches - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards and restrictions, and boundaries for promoting products and service to guest-members.
• Performs other relevant duties as required.

Floater Service Representative II

o Processes consumer loans. 

o Ensures loan processing/documents are accurate and complete, that underwriter stipulations are met and appropriate information is documented. 

o Actively manages loan queues to ensure approved loans are funded. 

Floater Service Representative III

o Processes real estate loans. 

Education, skills, & abilities

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.

2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.

3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.

4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles. 

5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.

6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers. 

7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.

8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• A high school diploma or equivalent is desired.
  • Floater Service Representative I: 1 year of previous sales, member service, and cash handling experience. Financial institution is preferred
  • Floater Service Representative II: 2 years experience in a financial institution or other related field plus proven successful performance, to include sales and service
  • Floater Service Representative III: 3 years experience in a financial institution (with 1 of the years as a Floater Service Representative III) or other related field plus proven successful performance, to include sales and service
• Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending. 
• Excellent communication skills; sound judgment and attention to detail.
• Previous experience with Microsoft Windows applications is preferred.
• Ability to drive to different locations to provide branch or call center coverage.

· Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow policies and procedures, and accept constructive criticism.

· Occasional Saturday, Sunday and evening shifts may be required to accommodate branch, Business Development and Community Relations functions.

· Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.

MAJOR ACCOUNTABILITIES

• Remain flexible to changing job responsibilities and locations.
• Process member transactions and/or new accounts or loans accurately and timely.
• Greet members with a friendly, outgoing and positive demeanor.
• Ensure sales and service goals are met.
• Refer members to appropriate staff for sales opportunities and/or cross sell credit union products and services.
• Adhere to cash, key and dual control policies and procedures.
• Adhere to security and robbery procedures.
• Complies with all other policies and procedures.

PHYSICAL REQUIREMENTS 

• Work is primarily performed within an office setting, daily business travel to branch locations is required. Must be able to tolerate periods of continuous standing/sitting. Ability to lift & carry up to 20 lbs.

ENVIRONMENTAL CONDITIONS 

• Subject to standard background noise found in an office environment and during travel time, subject to variable weather and traffic conditions.

Salary Range (Hourly):

Floater Service Rep l:

$21.0000 - $25.9562

Floater Service Rep ll:

$22.6756 - $28.3445

Floater Service Rep lll:

$25.2199 - $31.5249