Member Service Representative

Senior Member Services RepresentativeReports to: Branch ManagerSupervises: NoneStatus: Non-ExemptObjectiveThe Senior Member Services Representative provides the main level of sales support and acts as a mentor to other Member Service Representatives. This position is responsible for achieving departmental standards, sales goals, and tracking sales activity.Duties and ResponsibilitiesMotivates staff to cross-sell services, provides referrals, and promotes automated servicesProvides feedback to sales staff and Branch ManagerEnsures Member satisfaction by implementing a system to address Member complaints and resolve account-related problemsProactively offers new services for existing Members and non-Members:Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all MembersQualifies and originates loan and deposit services for Members in a manner consistent with policy and proceduresTargets, sells, and originates new memberships for all qualified non-Member candidatesProvides financial management and planning services consistent with KEMBA's goal to promote Members' financial well-beingProvides a high level of sales and service support for all inbound Member activity that results from branch visits and/or Member callsConsistently meets or exceeds targeted sales and productivity goals established for this positionMaintains an up-to-date status of all sales and service activity with routine reporting to managementRegisters with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintain and renew the registration in addition to completing related compliance training as directed by KEMBAClosely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and depositsPerforms all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and proceduresDevelops an understanding of Credit Union history, philosophy, organization, policies, and operational proceduresOn a self-direct basis, continues to improve individual level of competency through training and certification on established educational programsRelates to others beyond giving and receiving instructions:Communicates with coworkers or peers without exhibiting behavioral extremesPerforms work activities requiring negotiating, instructing, supervising, persuading, or speaking with othersResponds appropriately to criticism from a supervisorPerforms other duties as required by managementRequired QualificationsHigh school diploma or equivalent education and experienceMore than three years of experience in a high-performance sales environmentPrior experience in a financial/banking institutionStrong organizational skills and attention to detailMust value a high degree of accuracyProfessional demeanorEffective communication skillsPhysical DemandsThe physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.