Member Services Representative Job at Ardent Federal Credit Union
General Purpose:
Responsible for providing a high touch, single point of contact for new members who apply remotely. Nurtures a uniquely positive, personalized member experience with consistent delivery of the Ardent brand. Provides all communication to these members via phone calls, emails, letters, etc. Must possess knowledge of products and services and provide meaningful cross-sell suggestions for the benefit of the member. Performs other Sales and Service functions as needed.
Essential Functions:
- Perform outbound welcome and sales calls and/or email to new members.
- Delivers personalized service that focuses on individual member needs.
- Accountable for meeting and tracking production, quality and sales goals.
- Open additional accounts/services requested by member.
- Provide information/make suggestions for all relevant Credit Union products and services.
- Deliver problem solving solutions for members as required.
- Submit loan applications and cross-sell supplemental loan products.
- Maintains a working knowledge of all deposit and lending policies and guidelines.
- Perform outbound, follow-up calls to members.
- Provide ongoing feedback and suggestions to continually improve the member experience.
- Ability to open and close branch, when needed.
Other Duties:
- Meet with new members and potential members via site visits with respective Market Managers.
- Deliver product and service solutions and/or suggestions, based on Market Manager request.
- Perform other essential job functions as required or assigned.
Job Requirements (Knowledge/Abilities):
- The ability to provide confidential, courteous and professional service to members and co-workers.
- Strong interpersonal and presentation skills.
- Strong written and verbal communication skills.
- Strong listening and problem solving skills.
- The ability to multi task while maintaining high level of quality service.
- The ability to work independently as well as with a team.
- Effective computer skills especially with Microsoft Office packages (Word and Excel specifically).
Job Requirements (Education/Experience):
- High School diploma or equivalent.
- 2-3 years of experience, preferably in a branch setting.
- Financial service experience preferred.
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