Member Services Pro: Sales & Service Leader

Kemba; Powell (OH); On-site; USD 34,000 - 44,000; Full time

Benefits offered by this job

Incentives

Job summary

KEMBA is seeking a versatile and customer-focused Member Services Representative (I–Lead) in Powell, Ohio. This role combines member sales and service with branch support tasks, including teller functions and loan/deposit processing.

You'll engage with members in person, by phone, and in writing to provide solutions and grow relationships. Ideal candidates have strong communication, organizational skills, and a professional demeanor.

Qualifications

• High school diploma or equivalent.
• Prior customer service experience, with sales-focus or financial services experience preferred for higher-level placement.
• Demonstrated ability to meet individual sales, service, productivity, and accuracy expectations.
• Strong organizational skills and attention to detail.
• Values a high degree of accuracy.
• Professional demeanor and positive, outgoing attitude.
• Effective communication skills.
• Basic PC skills, including Windows.
• Assertive problem-solving skills.

Responsibilities

• Greets, welcomes, and assists members by identifying their needs, offering options, and directing them to the appropriate support or service channel when needed
• Recommends products and services that assist in meeting members’ financial needs
• Resolves member requests, questions, and concerns promptly, courteously, and professionally through listening, problem solving, and offering solutions
• Meets or exceeds all sales, service, and productivity goals established for the position
• Answers and responds to member inquiries and questions in person, by telephone, and in writing
• Performs file maintenance, account changes, and member account servicing as necessary
• Assumes teller line functions including, but not limited to, business member transactions, cash transactions, balancing drawer, vault, and recycler responsibilities
• Assists members both inside and outside of the branch, including support with ITM machines
• Maintains audit controls including, but not limited to, dual control, key control, logs and reports, alarms, safe deposit box procedures, and teller-related audit responsibilities
• Professionally services basic member activity, including processing address changes, adding names to accounts, placing check orders, ordering replacement ATM/debit cards, setting up direct deposit, processing wire transfers and stop payments, providing statement printouts and check copies, and opening deposit accounts
• Establishes and maintains professional relationships with members while keeping them informed of Credit Union services and policies
• Maintains and projects the Credit Union’s professional reputation through effective member care and service delivery
• Establishes and maintains effective coordination and working relationships with branch associates, support areas, and management
• Works as a team member with other KEMBA associates and keeps leadership informed of area activities and significant concerns
• Completes required reports and records accurately and promptly and attends meetings as required
• Maintains an up-to-date status of sales, service, support, and processing activity with routine reporting to management
• Follows KEMBA’s processes and systems consistently, including member interaction, appointment planning, outbound calling, and sales activity tracking tools, as applicable
• Proactively offers new services to existing members and non-members to support increased product and service utilization
• Initiates outbound calling activities that support qualified new memberships and expanded member relationships
• Qualifies and originates loan and deposit services for members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for qualified non-member candidates
• Provides financial management and planning support consistent with KEMBA’s goal to promote members’ financial well-being
• Provides a high level of sales and service support for inbound member activity resulting from branch visits and member calls
• Closely coordinates with support areas for the effective processing and servicing of new and existing loan and deposit business
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Supports and mentors other Member Service Representatives by modeling KEMBA’s processes, sales systems, member care expectations, and service standards, as experience allows
• Motivates associates to cross-sell services, provide referrals, and promote automated services using KEMBA’s processes and systems, as applicable
• Provides feedback and support to branch associates and the Branch Manager, including recognizing associate achievement and acting as a role model and resource, as applicable
• Ensures member satisfaction by helping address member complaints and resolve account-related concerns, including support in the Branch Manager’s absence when applicable
• Registers with the Nationwide Mortgage Licensing System as a Mortgage Loan Originator and maintains and renews registration, including completion of related compliance training as directed by KEMBA
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
• Communicates with coworkers or peers without exhibiting behavioral extremes
• Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Skills

Customer service

Sales-oriented

Communication skills

Attention to detail

Professional demeanor

Problem solving

Education

High school diploma or equivalent

Tools

Windows

Job description

KEMBA is seeking a versatile and customer-focused Member Services Representative (I–Lead) in Powell, Ohio. This role combines member sales and service with branch support tasks, including teller functions and loan/deposit processing.

You'll engage with members in person, by phone, and in writing to provide solutions and grow relationships. Ideal candidates have strong communication, organizational skills, and a professional demeanor.