Member Service Officer

Financial Partners Credit Union; South San Francisco (CA); On-site; USD 40,000 - 52,000; Full time

Job summary

Financial Partners Credit Union seeks a welcoming Member Services teammate to greet members, guide them with the Personal Teller Machine and convenience services, and set up mobile and online banking. You will advise on deposit accounts and introduce loans and planning options through referrals to specialists, increasing member relationships through proactive sales.

Strong communication, listening, and customer-service skills are essential.

Qualifications

• Requires high school diploma or GED; AA/AS preferred.
• Six months of customer service/sales experience.
• Must read/write English and input/read data on PC.
• Strong verbal communication skills required.
• Proficient with MS Office applications.
• Ability to use multiple systems simultaneously.

Responsibilities

• Greet members and provide concierge service.
• Assist members with Personal Teller Machine and convenience services.
• Set up mobile, online and e-Banking for members.
• Advise on deposits and accounts and cross-sell products.
• Refer loan opportunities to Banking Officers or financial planning to appropriate teams.
• Proactively identify opportunities to deepen member relationships.
• Educate members on mobile, e-banking, e-quest, bill pay and ATM services.
• Telemarket and follow up on new accounts to maximize utilization.
• Maintain neat, organized work area and support other branches as needed.

Skills

Customer service

Sales

Communication

Listening & questioning

Education

High school diploma

Associate’s degree preferred

Tools

Microsoft Office (Outlook, Excel, Word)

Job description

Purpose Of Job

To greet members and provide concierge service, assisting them on using the Personal Teller Machine and convenience services. Setting mobile, online and e-Banking. Advise members in the selection and opening of all Credit Union deposit accounts. Refer to the Personal Banking Officers for Loans and CUSO for financial planning, investments and insurance products. Increase member relationships through proactive sales consultations with new and existing members. Take advantage of the cross-sell opportunities.

• Greet member by name and smile. Assist members in utilizing the PTM.
• Good communication skills. Able to listen and ask questions to develop customized financial solutions for members.
• Listen to members and be alert to pre-approvals for referral opportunities. Be able to ask probing questions, cross-sell appropriate products and telemarket for special promotions.
• Open and close checking, savings, money market, CD’s, IRA’s following credit union policies and procedures.
• Identify and refer loan opportunities to PBO, Branch Manager or MLC.
• Proactively identify opportunities to serve members further using the Mini-FiNap process.
• Able to present features and benefits of CU deposit products and services and close the sale.
• Educate members on convenience services, such as mobile, e-banking, e-quest, bill pay, direct deposit, ATM and shared branches.
• Telemarket and follow up on all new accounts to ensure deposit accounts and convenience services are being fully utilized.
• Use good judgment when establishing new accounts and accepting items for deposit to minimize risk of loss to the credit union.
• Prioritize and follow up on all pending work and sales opportunities
• Be able to work as a team player, prioritize tasks and handle high volume traffic.
• Keep a neat and well organized work area.
• May be required to support other branches when necessary.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every Partner has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Financial Partners has several processes in place to communicate with leadership and expects that partners will have a commitment to integrity and uncompromising values.

Education/Experience

• High school diploma or general education degree (GED) required; Associate’s degree preferred (A. A./A.S.) from two-year college or technical school is a plus.
• Six months of customer service/sales experience.
• Must be able to read and write English. Must be able to input, extract and read data and Standard English on a PC.
• Must have very good verbal communication skills
• Proficient in Microsoft Office: Outlook, Excel and Word
• Must be able to use multiple system programs simultaneously

Certificates, Licenses, Registrations

None

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 use hands to handle, feel, and communicate. The employee is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The employee frequently is required to sit for extended periods of time, stand, walk, reach with hands and arms, climb or balance, and smell. The employee frequently required to hear and speak in order to use the telephone, make presentations, and communicate with people in an office environment. The employee is occasionally required to sit and stoop, bend, kneel, or crouch. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, and peripheral vision.