Our Green Valley Branch has a fantastic career opportunity for a Financial Service Representative!

POSITION STATEMENT

JOB FUNCTIONS

DUTIES AND RESPONSIBILITIES

Technical Support 25%

· Assists members by providing technical support with electronic access and device troubleshooting to include: internet, desktop, personal devices, mobile phone issues with our digital banking products, account unlocks, password reset, obtaining user ID, assistance with Multi-Factor Authentication, and any applicable accessibility issues and software;

· Educates current and potential members to conduct financial service requests via automation;

· Ability to navigate and multitask with several software applications;

· Proficient in the use of Microsoft Outlook for daily correspondence, calendar, and applicable

· Utilizes VISA debit (FIS) network information to verify and troubleshoot debit card issues;

· Utilizes VISA (Visa Assist) credit network information to provide members with information, statements, account changes and troubleshoot account issues;

· Identify and escalate technology issues when appropriate;

· Daily use of various software applications for the following areas:

o Lending: LoansPQ, Unity, DocuSign,

o Financial Services and ATM management: FIS, Xchange, Navisource, Quick Assist, IRA Direct, and BBR.

o Human Resources: Paylocity, Travitor

o Retail Operations: Jack Henry products – Symitar, Xperience, Episys, Synergy, COTS, JHA workflow, OneNet,

o For employees assigned to Contact Center Relief: UAD, Jabber, RTR, OAO.

o Fraud/Security: Stickley on Security training and Verafin

Financial Services 45 %

· Promotes member financial well-being through effective interviewing and high-level service;

· Receives, reviews, and completes documentation to establish or change products and services for new and existing accounts;

· Scans off-line checks as needed;

· Follows internal control procedures for the production of Debit/ATM cards;

· Applies effective sales techniques to meet sales goals and attain credit union goals and objectives

· Gathers all necessary information and responds to member inquiries, research requests, and issues promptly;

· Completes credit union ATM withdrawal disputes and fraud claims;

· Assists with monthly branch and ATM audits;

· Makes sounds decisions and uses good judgment in authorizing fee refunds within approved limits;

· Controls, maintains, and secures all cash and consignments as assigned within established limits;

· Balances daily individual and branch transactions in an accurate and precise manner;

· Establishes and maintains IRA accounts, including proper documentation for; opening, closing, deposits, withdrawals, and transfers;

· Assists with opening and closing procedures at the assigned branch, including arming and disarming alarms;

· Gathers & reviews necessary information to establish credit union membership for qualified applicants;

· Practices and maintains high awareness of member confidentiality and all security, safety, and internal control procedures.

· Assists in fraud prevention by identifying and reporting unusual member activity to the Risk Management department to limit risk and exposure for the organization and its members;

· Provides approvals within Financial Service Representative limits

· Completes annual training requirements and stays current with all assigned online classes;

· Determines eligibility and completes limit increases and wire transfers within established limits.

· Processes members' check orders and researches undeliverable check orders returned to One Nevada;

· Utilize FIS to determine ATM health and need for additional resources;

· Order and maintain supplies for a branch within established budget

Loans: 30%

· Receives, reviews, enters, generates, and processes loan applications for consumer loans and gathers additional information to resubmit loan requests when needed;

· Maintains a solid understanding of lending regulations to protect the Credit Union from potential loss via interview process and document review.

· Approves and generates loan documents for all share secured loan products including, Share, Visa, and certificates;

· Sells insurance products such as; debt cancellation, mechanical breakdown, and Gap coverage;

· Ensures professional & secure correspondence with members regarding all loan decisions, stipulations, and follow up via e-mail, DocuSign, phone, mail, scan, or fax to obtain required documentation to process, correct loan errors, and fund loans;

· Explains Visa Credit card processing and features to cardholders;

QUALIFICATIONS

Knowledge, Skills, and Abilities

· Knowledge of all products and services offered by the Credit Union;

· Working knowledge of loan and member service policies and procedures;

· Working knowledge of loan interviewing skills and techniques;

· Ability to accurately validate cash for members as needed;

· Skill in the operation of a calculator, scanner/fax machine, and various office equipment;

· Knowledge of Microsoft Teams;

· Knowledge of Microsoft Suite: Word, Excel, Outlook, and PowerPoint;

· Strong ability to troubleshoot and analyze mobile technical applications and issues for members

· Ability to troubleshoot and assist members with gaining online access via PC or laptop

· Skill in the operation of a personal computer to include Internet/Intranet, operating system, word processing, spreadsheet, presentation, calendar, and scheduling software;

· Ability to quickly learn and navigate new applications, programs, and procedures as implemented;

· Strong ability to multitask and reprioritize duties & responsibilities

· Sales-driven, results-driven, and target-driven attitude

· Strong motivation and drive to complete work and assist members;

· Ability to examine documents for accuracy and compliance with established policies;

· Ability to analyze situations and data and recommend solutions;

· Ability to effectively cross-sell credit union products and services;

· Ability to meet and exceed monthly sales goals;

· Ability to make sound decisions regarding exceptions to approving member accounts;

· Ability to determine the legitimacy of negotiable items;

· Excellent interpersonal communication skills with an emphasis on negotiation and persuasion techniques;

· Ability to type 35 WPM strongly preferred;

· Ability to communicate effectively in writing;

· Ability to communicate appropriately and conduct oneself properly in group settings;

· And the ability to negotiate, be civil, and be open-minded with peers, managers, and members.

· Ability to communicate effectively, both verbally and in writing;

· Must be able to relate appropriately to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, teaching, and communicating with others; and (c) respond appropriately to constructive feedback from a supervisor.

EDUCATION AND EXPERIENCE

A high school diploma or GED equivalent, plus one-year experience with a financial institution or extensive customer service and sales experience. Must complete Financial Services and Success training within twelve months of position acceptance.