About this position
Account Servicing Representative
Experience: One year to three years of similar or related experience.
Role:
Assists members and potential members with their financial needs; opening new accounts, processing account transactions, resolving problems, and providing assistance & information regarding products & services.
Assists members and potential members with their financial needs; opening new accounts, processing account transactions, resolving problems, and providing assistance & information regarding products & services.
Essential Functions & Responsibilities:
- 30% Completes a wide variety of loan applications including auto, personal, savings-secured, student, home equity, recreational vehicles, and other collateral. Collects and reviews all necessary documentation including pay stubs/tax returns, loan payoff information from other financial institutions, sales agreements/buyers orders, and more. Submits completed loan applications to underwriting, then coordinates, schedules, and performs loan closings. Identifies opportunities to recommend other products to members as it best fits their needs.
- 30% Utilizes a variety of programs to assist members with many different services, including but not limited to: opening new memberships, ordering/printing new cards, online banking setup/assistance, debit card troubleshooting, debit/credit card fraud investigations, BillPay setup/assistance, external transfers, wires, decedent accounts, and more.
- 25% Opens various share accounts including: savings, checking, Christmas club, certificates, trusts, estates, youth, and UTMA. Collects and reviews required documentation for each. Performs basic teller transactions including depositing/cashing checks and cash withdrawals.
- 5% Maintains an enhanced understanding of the Credit Union's policies & procedures that affect the account servicing function. These include monitoring of transactions in compliance with the Bank Secrecy Act/Anti-Money Laundering Program, including for possible suspicious activity and Fair Lending Regulations. Other policies & procedures include, but are not limited to, Regulation E (Electronic Funds Transfer Act), Regulation CC (Expedited Funds Availability Act), Regulation DD (Truth in Savings Act), and NCUA Insurance Coverage. Representatives are required to stay current with information provided to them by management.
- 5% Attends and completes ongoing trainings for current and new loan/account types, services, and procedural/regulatory changes.
- 5% Performs other job-related duties as assigned, including serving as a backup for other Account Servicing functions such as Receptionist, Loan Clerk, and processing mail.
Performance Measurements:
- Provide informed, prompt, and accurate service & support to all members through pre-scheduled appointments, daily walk-ins, inbound/outbound phone center calls, and electronic messages.
- Opens all accounts, loans, and other credit union products & services accurately, ensuring all related forms and documents are completed and filed/scanned in a timely manner.
- Identify opportunities to recommend other products & services to members when appropriate.
- Ensure compliance with all applicable credit union policies and procedures. Actively participates in ongoing seminars, trainings, and meetings as products & services and policies & procedures evolve.
- Maintains a positive credit union image of professionalism, clean appearance and voice, knowledge, empathy, relational, calmness, and attentive to details.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Knowledge of computers and database/spreadsheet/word processing software.
Strong communication skills.
Ability to work with a wide range of people.
Strong communication skills.
Ability to work with a wide range of people.
Physical Requirements: Regular exposure to favorable conditions such as those found in a normal office environment.
Work Environment Regular exposure to favorable conditions such as those found in a normal office environment.
This job description is subject to change at any time.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Work Environment Regular exposure to favorable conditions such as those found in a normal office environment.
This job description is subject to change at any time.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.