Senior Branch Services Representative

Member Service Representative

Responsible for all member service duties, sales, and developing new and deepening existing member relationships in Columbus, OH microbranch.

Essential Functions:

• Opens, closes, and maintains single employee branch in Columbus, Ohio, partnering with site management when necessary.
• Opens new accounts, certificates of deposit, credit cards, consumer loans, and all other ancillary credit union products and services; answers member questions, provides account opening information, and ensures that proper paperwork is completed and entered on the computer system.
• Prepares loan documentation, schedules closings, and closes consumer loans.
• Processes in-person transactions and requests via phone for members.
• Identifies and matches member product needs with ALEC products and services by interviewing members and discussing their financial needs, including making referrals to other staff members and departments to ensure member needs are met.
• Implements all sales strategies, including new products and services developed by management.
• Reviews credit reports for cross-sell opportunities.
• Works applicable sales leads from vendors and internal sources.
• Assists members with the use of the Interactive Teller Machine (ITM)/ATM.
• Consistently meets and often exceeds performance goals and actively participates in all sales campaigns.
• Schedules and holds regularly scheduled business development table events at various Columbus-based sponsor sites to drive new membership and deepen existing member relationships.
• Holds in-person and virtual education events on the credit union and other financial topics, including an Introduction to the Credit Union, Building Credit, and Budgeting.
• Coordinates with Mortgage Lending, ALEC Wealth Management, and Business Development to schedule and hold in-person Mortgage and Wealth Management seminars for the Columbus facilities.
• Partners with Business Development to develop key Columbus facility and Human Resources relationships.
• Maintains mastery level knowledge of all ALEC products, services, procedures, policies, and appropriate regulatory issues relating to daily job.
• Remains updated on all security procedures and equipment.
• Consistently provides exceptional member service to every member, internal and external, every time by adhering to the ALEC Service Model.
• Serves as members' single point of contact on all ALEC products and services.
• Demonstrates understanding of and commitment to the credit union's ongoing mission, vision, and core values.

Secondary Functions:

• Works in a team setting on various projects including employee contests, sales programs, etc.
• Provides back-up support for ITM processing as needed.
• Research member errors and provide corrective action in a prompt manner.
• Pursues personal development opportunities to improve knowledge as it relates to the position, compliance, and the credit union in general.
• Adheres to all policies and procedures and maintains member confidentially in accordance with ALEC policies.
• Serves as mentor for Branch Services Representatives coming out of training that are being housed in other microbranch environments.
• Leads by example and assists Branch Manager with special projects as requested.
• Other duties may be assigned.

Qualifications:

• Education Required: High School Diploma or equivalent (GED), Nationwide Multistate Licensing System (NMLS) Certification.
• Education Preferred: Associate's degree in Business Administration or related field.
• Experience Required: Three (3) years of customer service, sales, or lending experience in a financial institution.

Travel: Up to 40% local travel in Columbus, Ohio. Travel to the Gurnee, Illinois site may be required for periodic training.

The base pay for this position is $20.28 to $33.80 per hour. In specific locations, the pay range may vary from the range posted.