Virtual Branch Float Representative

Title: Virtual Branch Float Representative

Reports to: Virtual Branch Sales Manager

Supervises: None

FLSA Status: Non-Exempt

Objective:

The Virtual Branch Float Representative role is responsible for member outreach such as onboarding new members and shortfall member calls as well as floating between the VB Service and VB Sales teams as member and staffing needs dictate. This high-contact position cross-sells additional products and services that enhances the member’s financial situation and requires the ability to deal effectively with Members and other KEMBA Associates primarily by telephone and in writing.

General Duties and Responsibilities:

• Assumes responsibility for the effective and professional performance of Member service functions:
  • Presents and explains Credit Union services and products to Members and assists in meeting their financial needs; opens and closes accounts; orders checks for Member accounts; completes payroll deductions and authorization forms;
  • Answers questions and solves problems for Members by listening to problems, collecting data, securing answers and reporting results to the inquiring party; resolves Member bookkeeping and account related issues;
  • Receives and directs Members and telephone calls; responds to inquiries and questions, or directs them as necessary; records and relays messages;
  • Performs file maintenance and account changes as necessary;
  • Maintains IRA accounts and answers questions regarding IRAs.
  • Cross-sell services, provide referrals, and promote automated services.
  • Complete member outreach calls as directed by management with 100% on time completion.
  • Ensure Member satisfaction by addressing member complaints and resolve account-related problems that may arise through member contact.
• Aggressively target new services for existing Members and non-Members:
  • Initiate outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members;
  • Qualify deposit services for Members in a manner consistent with policy and procedures
  • Target, sell, and originate new memberships for all qualified non-Member candidates;
• Provide a high level of service support for all inbound Member phone call coverage as support is needed in the service or sales queues.
• Meet or exceed targeted referral and productivity goals established for this position.
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA.