Job Details

Rate of Pay: $23.00 - $26.00 per hour

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Answering all incoming member calls and addressing all needs, including placing members in appropriate accounts and consumer loan products and assistance with all digital enrollments for all HFCU products and services.
2. Responding to all digital inquiring and needs, including but not limited to chat, online account and loan requests as well as marketing leads
3. Proactively reach out to all new memberships established through line of business partners to assess needs and offer additional products and services as appropriate.
4. Required expertise on all products and services offered by HFCU
5. Demonstrate an ability to think critically to ensure best options are provided to members in both sales opportunities and meeting needs in general.
6. Cash handling and processing transactions.
7. Organize priorities, achieve monthly goals, and deliver quality work
8. Ability to function as Teller or Financial Service Representative to support branch needs
9. Demonstrate understanding and support of all HFCU initiatives for employee development. Actively participate in personal growth through use of tools and resources available to you.
10. Proactively look for operational enhancements and research options to present for process improvements to the Enhancement Committee. When applicable, partner with departments to brainstorm, design and implement approved enhancements.
11. Participate in organizational team projects, representing Retail in a professional and competent manner.
12. Mentor new hires
13. Performs other duties as assigned

PERFORMANCE MEASUREMENTS

Performance is measured against the competencies and goals as outlined in the Employee Performance Program, and established in partnership with the employee’s leadership. There are three levels associated with this position. Level will be determined through managerial assessment of employee and location specific business needs. Level 3 Demonstrates superior product knowledge. Requires no instruction in the completion of basic duties. Possess excellent needs bases selling skills. Demonstrates capability to handle all complex branch assignments.

Requirements

EDUCATION/CERTIFICATION: Customer service and sales experience. Notary License required or within 12 months of hire.

REQUIRED KNOWLEDGE AND EXPERIENCE:

• Previous call center experience a plus.
• Active listening and effective communication.
• Problem-solving abilities and technical support skills.
• HFCU product knowledge.
• Extensive customer service and sales experience (financial industry experience preferred) including but not limited to customer service, needs based selling, goal attainment, cash handling, project and team participation, and community development.
• Develop skill set in cash handling and transactional processing, performing account and loan intake and funding, and answering member inquiries through in branch and phone interactions.

This position requires that the employee gain a working knowledge of Bank Secrecy Act (BSA) requirements and how they will affect their work. The employee will comply with all requirements of the BSA and cooperate with the designated BSA Officer in assuring compliance.

SKILLS/ABILITIES: Demonstrate the ability to think critically and creatively to problem solve and build business plans.

• Demonstrate the ability to effectively collaborate with direct team, department leaders and line of business partners to achieve organizational goals.
• Demonstrate self-awareness, discipline and a strong desire to learn and contribute to the success and wellbeing of self, team members and the organization.
• Demonstrate an ability to effectively communicate with internal and external members in a professional and respectful tone and manner.
• Demonstrate a strong commitment to listening, anticipating and addressing the needs and concerns of internal and external members.
• Ability to project a professional appearance and positive attitude at all times.
• Effectively communicate with team members and peers to develop a network of support and collaboration.
• Demonstrate engagement, enthusiasm, and passion through providing stellar service to both internal and external members.