Branch Service Representative

Position: Branch Service Representative I

Description

EFCU Financial Federal Credit Union

Position Description

TITLE:

Branch Service Representative I

DEPARTMENT:
Member Services

REPORTS TO:

Assistant Vice President-Branch

SUPERVISES: N/A

FLSA STATUS:
Non-Exempt

Purpose

Serves as liaison between the member and the Credit Union. Responsible for processing member transactions, maintaining a cash drawer, providing account information and solutions to members, and opening new accounts. Attends to all telephone, online and walk-in inquiries from members. Responsible for maintaining knowledge of EFCU Financial products and services, and for making recommendations to members for products and services. Responsible for assisting members in a professional and courteous manner with any and all questions or problems.

Duties

and Responsibilities Assumes responsibility for the effective and professional performance of member service functions.

Perform routine transactions, including but not limited to processing deposits, withdrawals, loan payments, transfers, check cashing, loan advances, and direct deposit. Process check orders and debit card requests.

Maintain thorough knowledge of Currency Transaction Report (CTR) and Suspicious Activity Report (SAR) and logs required by the Bank Secrecy Act (BSA).

Balance the cash drawer and teller capture daily.

Present and explain Credit Union services and products to members and assist in meeting their financial needs. Open and close accounts including savings, checking, certificates, Individual Retirement Accounts (IRA), and other products. Complete deposit and withdrawal authorization forms.

Ensure compliance with Customer Identification Program.

Perform file maintenance and account changes as needed.

Assist in processing secured loan and workout applications. Act as a liaison between the member and Lending Contact Center team members to facilitate a loan application either through phone, online or video technology. Maintain a knowledge of Mechanical Repair Coverage (MRC), & Guaranteed Auto Protection (GAP) and any other programs offered by the Credit Union to answer member product questions. Offer Debt Protection on applicable loans.

Assist in Lending Contact Center loan closings and coordinate secured and workout loan closings. Ensure that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.

Calculate terms, finance charges, and insurance on secured and workout loans for proper disclosure on promissory notes.

Ensure that lending operations are conducted in accordance with established Credit Union Policies and are legally compliant. Ensure that loan requests are properly documented.

Assist in servicing loans by processing such items as payoffs, refinances, address changes, and payment due date changes. Communicate requests for problem loan workout agreements, payment deferral agreements, and collateral swaps to appropriate team member.

Back-up the Contact Center by answering calls from the branch or fill in as a Contact Center Representative as needed.

Provides limited transactions to Credit Union Cooperative Branch (CUCB) guest members in a prompt and accurate manner.

Assist members with safe deposit box requests to include opening and access.

Assist members with fraud issues or the prevention of fraudulent activity.

Conduct early-stage collections as needed.

Perform Member Service duties on Saturdays.

Assumes responsibility for establishing and maintaining effective, professional business relations with members.

Resolve member requests and questions promptly, courteously, and professionally

Keep members informed of Credit Union service, products and policies.

Maintain and project the Credit Union's professional reputation.

Counsel members regarding money management and financial matters. Assist in counseling members whose loan requests were denied, explaining reasons and offering alternatives.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with area team members and team leaders.

Assist area team members and provide directions as needed.

Keep team leader informed of area activities and significant problems.

Complete required reports and records accurately and promptly.

Attend meetings as required.

Assist in training and cross-training of support team members.

Assumes responsibility for related duties as required or assigned.

Actively and professionally cross-sell Credit Union services and products.

Meet or exceed established referral and sales goals in the areas of checking accounts and ancillary products, loan and deposit growth, and Debt Protection coverage.

Stay informed regarding local and national economic conditions and legal and regulatory changes.

Ensure that the work area is clean, secure, and well maintained.

Other duties as assigned or directed by team leader(s).

Minimum hourly rate: $20.04 Requirements Critical Knowledge, Skills, and

Educational Requirements:

• High School Diploma or equivalent.
• A minimum of 1 year to three years of related experience in…