Objective
The Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail, and Internet activity.
Duties and Responsibilities
· Professionally service Member activity associated with loan and deposit services:
o Provide accurate information for all products and services, as well as the status of all Member accounts
o Open new membership and deposit accounts
o Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service
o Cross-sell alternative or additional services where they best fit the Member’s needs
o Provide basic financial services advice to Members that promotes their financial well-being
· Provide a superior level of support for all MSRs and lending staff:
o Assist in the development of competitive and/or Member information that will support sales initiatives
o Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service
o Assist other MSRs and lending staff based on work requirements
· Meet or exceed all service and productivity goals established for this position
· Maintain an up to date status of all sales support and processing activity with routine reporting to management
· Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures
· Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
· On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
· Must be able to relate to other people beyond giving and receiving instructions:
- Can get along with coworkers or peers without exhibiting behavioral extremes
- Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
- Respond appropriately to criticism from a supervisor
· Performs other duties as required by management
Required Qualifications
· High school diploma or equivalent education and experience
· Prior experience in a customer service role
· Strong organizational skills and attention to detail
· Must value a high degree of accuracy and speed
· Professional demeanor
· Effective verbal and written communication skills
Desired Qualification
· Prior experience in a financial/banking institution
