Financial Service Rep III

KeyPoint Credit Union•San Jose, CA

About The Position

The Financial Service Representative III is expected to support the overall sales, service and revenue goals of the Credit Union. They will assist in an effective transition of our lending program from the back office to front line staff. They are expected to learn our current end to end loan program and identify gaps in systems utilization, processes and training that will assist in a successful transition. The Financial Service Representative III is expected to work in branches to improve the member experience, support growth and retention efforts by developing new business and assisting the branch management teams in training employees. This primary focus of this role is to work within the branches and lending to identify process improvement in workflows that will simplify the current loan process for front line staff in tandem with training branch staff on consultative cross-selling during loan set ups. The Financial Service Representative III will display a high level of knowledge in our current product offerings and assist in implementations that support building relationships with members that result in repeat and referral business, primarily within our Member Companies and existing membership. The Financial Service Representative III will also perform as a role model by consistently delivering a high level of service with a consultative approach and working with branch staff to earn high marks in net promoter scores while assisting members in the more consultative complexed transactions. They will work with the Branch Management Teams to develop training and coaching plans as new lending products and additional services are launched. They are expected to adheres to the service promise promotes advocacy and continually focuses on delivery of a personable member experience. They are expected to follow established compliance processes and promote simplicity by providing feedback and input on procedures or processes that appear cumbersome or difficult. Support growth objectives by representing the Credit Union and developing long term relationships at KeyPoint sponsored business and community events. The Financial Service Representative III is expected to have a high level of professionalism and knowledge to assist members and branch staff in handling and resolution of complex inquiries regarding all lending programs and processes, Retirement and Fiduciary Accounts Administration. This role is also expected to refer and train branch staff in effective referrals to the Wealth Management and Commercial Banking divisions. The FSR III is expected to conduct on sites at Member Companies within specific branch regions.

Requirements

High School Diploma or equivalent.
3 years’ experience in related disciplines, including exposure members/customer services cash handling, procedures, in depth knowledge of consumer and residential mortgage lending terminology and products. Small business services, Fiduciary Account Administration and in a credit union or other financial institution
Previous background in a retail branch environment with effective client relationship building skills
Must be capable of working established hours required by the branch.
Strong organization, excellent written and verbal communications skills, quality service and team orientation required.
Proficient with Microsoft Windows PowerPoint and Excel
Must be a NMLS (Nationwide Mortgage Licensing System) certified or ability to obtain NMLS certification.
Must be a Notary or have ability to pass Notary test.

Responsibilities

Take responsibility and accountability in following all service standards set forth by the credit union.
Act as a supervisor in the absence of branch management.
Achieves minimum sales goals as established by the management.
Assess member loan needs from start to finish starting with loan type, ancillary product review and submission of application. Finishing with the closing and follow up as needed with consumer and auto loans.
Build member relationships through selling and referring credit union products and services to meet members’ financial needs (includes but not limited to, all deposit products, loan products, retirement products, and investment products/services)- through face-to-face, calling efforts and participating in business and community development events.
Maintains knowledge of all Key Point Credit Union products, services, procedures and compliance regulations while staying informed of all policy and procedural changes.
Participate in obtaining individual and team sales and referral goals monthly, quarterly and annually.
Provide training and assistance to branch staff to ensure efficient and effective delivery of products and services to our members.
Adhere to established policies and procedures set forth in controlling cash funds assigned to the position in a cash drawer and/or cash vault.
Maintains members’ confidentiality at all times.
Performs teller transactions as requested by members.
Balance cash drawer and perform all end of the day functions as well as reconciliation.
Assist Branch Management to perform the accurate completion of required branch audit logs.
Assist the branch management with the operations of the branch. May include scheduling staff, answering questions on products and services, policies and procedures, or rules and regulations.
Research and resolve member questions, problems and concerns by telephone, written correspondence or in person
Individual in this position may be pulled to work in other branch as business needs require.
Performs other duties as assigned or required to ensure member service standards and company objectives are successfully met.