Branch Service Representative provides centralized information and solutions services to assist branch employees with questions about processes and products. Serves as the point of contact to guide and assist branch staff with product information and operational policies. Being a Branch Service Representative responds to questions and resolve cases by researching bank procedures or regulatory governance and escalating issues internally as necessary. Completes call tracking and supporting documentation associated with each case. Additionally, Branch Service Representative may research and address inquiries regarding specific transactions. Requires a high school diploma or equivalent. Typically reports to a supervisor or manager. The Branch Service Representative works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Branch Service Representative typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:
Be part of our award-winning team!
Position Summary
Enhances the quality of life for our members by meeting or exceeding their service expectations personally and through effective coaching and support of branch employees. Meets sales objectives and actively assists members with a diverse range of services including transactions and loans. Provides leadership support, mentorship, and training to help ensure team member growth and development while supporting a positive member experience. Consistently contributes to day-to-day operational duties, thereby complementing the business development efforts led by the manager.
Essential Functions & Additional Responsibilities
40% Sales & Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Meets or exceeds sales and production objectives by handling member requests, identifying needs and making recommendations. Responsible for accurate application processing, documentation, and funding of consumer loans including personal, credit cards, auto, and home equity, while offering a variety of peace-of-mind ancillary products. Participates in outbound calling campaigns and marketing efforts to increase individual and team production. Reviews member service surveys and facilitates feedback with respondents, while passionately encouraging the team to consistently deliver on excellent service and experience.
20% Operational Soundness - Responsible for supporting the manager in overseeing the day-to-day operations of the branch. This includes cash handling, cash ordering, transaction processing, compliance and regulatory adherence, and vault-related assigned responsibilities. Identify and mitigate potential risks in the branch to support successful audits and operational soundness.
20% Leadership Support – Provides leadership and coaching to ensure that team members become well-trained and excel in their roles. Makes talent development a priority for branch team members and assists others to achieve performance expectations. Consistently supports the branch team by demonstrating an understanding of policies and procedures and maintaining up-to-date knowledge of credit union products, services, and industry trends, serving as the branch’s subject matter expert. Effectively de-escalates member concerns with empathy and in alignment with our core values. Uses sound judgment by providing overrides within permission authority while fostering improved judgment skills in others.
15% New Account and Member Maintenance – Opens, maintains, and closes diverse membership accounts including but not limited to: savings, checking, certificate, and retirement accounts. Opens specialty accounts such as Business, Trust and Estate and provides proactive and timely follow up. Encourages the adoption of digital services and assists members with online banking, direct deposit, and mobile wallet. Assists members through digital channels such as phone, video, and email, ensuring professional communication through all channels. Completes teller transactions as needed.
5% Performs other duties as assigned.
Education:
A high school diploma or G.E.D.
Experience:
A minimum of 3-5 years of experience in a financial institution required. Ability to work shifts between the hours of Monday – Saturday 8am to 6pm. Bilingual preferred.
Skills & Competencies
Last Updated: 1/2024
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