Senior Financial Services Representative

SUMMARY

The Senior Financial Services Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, providing leadership and guidance, and demonstrating behaviors supporting the Mirastar experience. This includes communication with members through in-person, over the phone, and digital channels. This individual will be responsible for the productivity and efficiency, including quality control and compliance with all policies, procedures, and regulatory requirements. This person may also be asked to perform account maintenance activities and process basic financial and lending transactions.

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: High School diploma and a range of 2 to 3 years related experience and/or equivalent combination of education and experience. Bilingual in Spanish is a plus.
• Certificates, Licenses, Registrations: None required; Notary preferred.

ESSENTIAL FUNCTIONS

• Open new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary, and organizational accounts).
• Assess member loan needs from start to finish, starting with loan type, ancillary product review, and submission of application. Follow up as needed with consumer and auto loans, which may include closing.
• Cross-sell products and services within established guidelines.
• Perform account maintenance activities, including closing accounts, establishing power of attorney, account transfers, processing ownership changes, and certificate renewals.
• Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
• Answer questions and resolve problems on products and services.
• Provide an additional support point of contact for staff to resolve escalated member situations and provide on-the-spot feedback to service our members more efficiently.
• Provide leadership, knowledge, and support to Branch staff in handling member transactions and escalations.
• Assist in the training of new employees and existing employees.
• Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
• Assist in preparing and adhering to lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
• Assist with branch controls, including but not limited to cash order and shipments, branch monthly audits/certifications, negotiable inventory maintenance, dispenser cash balancing/replenishment, new accounts reviews, and errors.
• Participate in product and service promotions.
• Meet all requirements to become a Notary Public.
• Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA-AML program.
• Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or hosting a Credit Union table at a SEG location.
• Act as backup for other Branch positions as needed.
• Fill in at other Branch locations as needed or other roles in the company as needed.
• Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log, and reporting of suspicious activities to your supervisor and BSA Officer.

 

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.
• Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner.
• Forward-thinking with high standards.
• Ability to handle simultaneous