Branch Counselor

Job Summary

The Branch Counselor (BC) role is based in a branch and is a key team member that works with other BCs to ensure superior service is being provided to our members. This role is critical to the overall success of the branch and will perform both service and sales activities which can include assisting our members with general inquiries, recommending self-service technologies, and processing standard credit union transactions.

• Assists members of Farmers Credit Union through maintaining and executing knowledge of products and services.

• Performs day to day transactions for members including, but not limited to, deposits, withdrawals and transfers.

• Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs.

• Assists members with all aspects of the loan process such as gathering necessary documentation, running credit reports, and determining loan rates.

• Balances cash drawer, branch vault, ATM, negotiable instruments, and daily work at the end of each workday, including encoding and proofing checks for item processing, according to Credit Union balancing requirements.

• Takes personal responsibility to ensure that member issues are handled properly at the first point of contact.

• ABC will use their strong service skills to build and deepen the financial relationships with our members and make every interaction with them an engaging, positive and educational experience.

• Consistently provides a high level of service and is committed to increasing member satisfaction and achieving successful results in the Member Service Surveys.

• Demonstrates adherence to the branch service and standards in addition to enforcement and modeling of our mission statement and core values.

• May provide support to the chat/online channel by assisting with member inquiries.

• Targets and achieves individual sales goals and supports branch sales goals by managing assigned member base and proactively uncovering additional financial needs.

• BCs will identify opportunities and take actions to expand our memberships, shares and consumer loan growth, through outbound calling, marketing, and referrals. They will also enhance existing relationships with credit union members in the branch by identifying financial needs and recommending convenient, efficient, and thoughtful financial solutions.

• Conduct sales presentations to new and existing Farmers/Select Employer Group employees to generate business.

• Provide recommendations to improve the credit union’s awareness in the Farmer’s building and community.

• High School Diploma or Equivalent required.

• At least one year's experience in customer service, sales activities, and cash handling, preferably in a financial institution.