Senior Member Service Representative

KEMBA Financial Credit Union Inc.; Pickerington (OH); On-site; USD 42,000 - 62,000; Full time

Job summary

A leading financial institution is looking for a Senior Member Services Representative in Pickerington, Ohio. This role provides essential sales support and mentoring to other representatives, ensuring high member satisfaction while achieving sales goals. Candidates should have over three years of sales experience within the financial sector, strong organizational skills, and attention to detail. The position involves both cross-selling services and managing member complaints. Join our vibrant team and contribute to members' financial well-being.

Qualifications

• More than three years of experience in a high-performance sales environment.
• Prior experience in a financial/banking institution.
• Must value a high degree of accuracy.
• Strong organizational skills and attention to detail are essential.
• Must value a high degree of accuracy.

Responsibilities

• Motivates staff to cross-sell services and provides referrals.
• Ensures Member satisfaction by resolving complaints.
• Initiates outbound telemarketing activities to acquire memberships.
• Proactively offers new services for existing Members and non-Members.
• Initiates outbound telemarketing to acquire new memberships and increase product utilization.
• Qualifies and originates loan and deposit services per policy and procedures.
• Targets, sells, and originates new memberships for qualified non-Member candidates.
• Provides financial planning services to promote Members’ financial well-being.
• Supports inbound member activity from branch visits/calls with high sales and service levels.
• Maintains up-to-date sales activity reports for management.

Skills

Sales support

Organizational skills

Attention to detail

Customer service

Education

High school diploma or equivalent

Job description

Title: Senior Member Services Representative

Reports to: Branch Manager

Status: Non-Exempt

Objective

The 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 Responsibilities

• Motivates staff to cross-sell services, provides referrals, and promotes automated services
• Provides feedback to sales staff and Branch Manager
• Ensures Member satisfaction by implementing a system to address Member complaints and resolve account-related problems
• Proactively 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 Members
• Qualifies and originates loan and deposit services for Members in a manner consistent with policy and procedures
• Targets, sells, and originates new memberships for all qualified non-Member candidates
• Provides financial management and planning services consistent with KEMBA’s goal to promote Members’ financial well‑being
• Provides a high level of sales and service support for all inbound Member activity that results from branch visits and/or Member calls
• Consistently meets or exceeds targeted sales and productivity goals established for this position
• Maintains an up-to-date status of all sales and service activity with routine reporting to management
• Registers 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 KEMBA
• Closely coordinates with all support areas for the effective processing and servicing of new and existing business for both loans and deposits
• 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

Required Qualifications

• High school diploma or equivalent education and experience
• More than three years of experience in a high-performance sales environment
• Prior experience in a financial/banking institution
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy

Physical Demands

The 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.