First Financial Federal Credit Union of Maryland
Financial Services Representative I
First Financial Federal Credit Union of Maryland, Rosedale, Maryland, United States, 21237
Financial Services Representative I
First Financial Federal Credit Union of Maryland
Base pay range $20.00/hr - $26.00/hr
Location: Branches
Reports To: Branch Manager
Salary Grade(s): 5, 6, 7
EEO-1 Job Class: 5 - Administrative Support Workers
FLSA Status: Non-exempt
Full-time / Part-time / Temporary
Telework Work Possible: N/A
Function: To represent the credit union to potential, new, and existing members. To complete the steps necessary to establish accounts and services. To understand the features and benefits of our services and products and to be able to effectively relate them to members through cross selling. To establish rapport conducive to enhancing member relationships with the credit union. Support Branch Managers in daily branch operations. Provide support to all credit union departments. To perform all responsibilities of the position in support of our Core 4 Values.
Position Requirements GENERAL:
Detail and service oriented; Ability to exhibit patience and flexibility in dealing with others
Friendly and personable; Ability to establish rapport, build and deepen member relationships
Effective listener and good communicator
EXPERIENCE:
Cash handling and customer service experience preferred
EDUCATION:
High school diploma or GED equivalent. Preferred: Some College
An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Duties Delivers excellent member service by
Responding to members in a knowledgeable, friendly, positive, and professional manner
Demonstrating excellent communication techniques for successful interactions
Demonstrating empathy and a positive mindset
Working to achieve a personalized and convenient member experience
Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
Shares and shows support for a variety of digital and online tools and resources.
Demonstrates a sense of responsibility, initiative, and dependability.
Strives for flexibility, resiliency, and adaptability to daily challenges.
Ability to comprehend training and apply knowledge to daily interactions.
Works independently and collaboratively in support of branch operations.
Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
Adheres to information security procedures & maintains confidentiality.
Follows all policies and procedures as established by the credit union, including but not limited to:
Cash Handling, Dual Control, & Balancing
Check Holds and Fraud prevention
BSA & AML Regulatory Requirements
While assigned to a branch, assists with staffing at other branches as needed.
Works to achieve goals in support of the Core 4 Values of the Credit Union.
RESPONSIBILITIES FSR I:
Processes member transactions.
Effectively utilizes features of Teller Capture in processing checks.
Applies basic knowledge of Microsoft Office Suite.
Ability to navigate credit union systems, key to daily functions of the position.
Answers questions & prints documentation relative to routine inquiries.
Consistently demonstrates a positive mindset within the branch and in all interactions
Refers unusual requests or inquiries to appropriate staff members.
Assists with end of day balancing procedures.
Maintains functional work area by stocking forms, supplies, brochures, etc.
Advises supervisor of service needed or non-functioning equipment.
FSR II:
Accurately processes member applications/requests and documents in CRM; performs self-review of work.
Opens accounts for all share types with related services; closes accounts
Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening
Performs file maintenance of data on existing accounts; adds joint owners to accounts
General understanding of loan products to begin participating in loan referral program
Completes paperwork for removing and changing joint owners of accounts
Issues debit and credit cards
Completes forms as applicable based on member request
Obtains instructions and inputs data for wire transfers
Provides notary services
Processes other requests of similar complexity
Focuses on business development to retain long-term relationships by
Establishing rapport and serves as a valuable link between members and the credit union
Utilizing opportunities to deepen relationships by aligning credit union products with member needs
Encouraging members to recommend the Credit Union to their family members and eligible co-workers.
Assists members in understanding account activity, answers questions, and helps to resolve concerns.
Provides routine support to other departments.
Assists the Marketing Department in representing the Credit Union at on-site visits.
FSR III:
Strong knowledge of account products and credit union services; ability to answer questions about product features and benefits.
Acts as “buddy” to co-workers.
Seeks opportunities to advance level of responsibility.
Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.
In-depth understanding of our loan products to actively refer members to lending.
Provides support for death claims.
Assists with monitoring pending work folder and daily calendar.
Processes complex transactions and requests along with opening special accounts
IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
Competent in fraud prevention and detection.
Ability to assist with report management and participates as a project team member.
Establishes a foundation of leadership skills through
Self-sufficiency, maturity, and responsibility
Engagement as a role model for staff and as an active participant in daily operations
Performs in the capacity of a Member Services Representative or Operations Specialist.
Provides phone assistance to call center and enters corresponding CRM event
Process member requests generated from calls or correspondence
Contacts members requesting additional information, clarification, or problem resolution
FSR pay ranges by grade:
FSR I: $20.00-22.00/hour
FSR II: $22.00-24.00/hour
FSR III: $24.00 – 26.00/hour
Each level of FSR is competent in duties and responsibilities of preceding level(s).
FSR II and above complete certification to perform Notary Services.
Performs other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures and ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.
Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
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Base pay range $20.00/hr - $26.00/hr
Location: Branches
Reports To: Branch Manager
Salary Grade(s): 5, 6, 7
EEO-1 Job Class: 5 - Administrative Support Workers
FLSA Status: Non-exempt
Full-time / Part-time / Temporary
Telework Work Possible: N/A
Function: To represent the credit union to potential, new, and existing members. To complete the steps necessary to establish accounts and services. To understand the features and benefits of our services and products and to be able to effectively relate them to members through cross selling. To establish rapport conducive to enhancing member relationships with the credit union. Support Branch Managers in daily branch operations. Provide support to all credit union departments. To perform all responsibilities of the position in support of our Core 4 Values.
Position Requirements GENERAL:
Detail and service oriented; Ability to exhibit patience and flexibility in dealing with others
Friendly and personable; Ability to establish rapport, build and deepen member relationships
Effective listener and good communicator
EXPERIENCE:
Cash handling and customer service experience preferred
EDUCATION:
High school diploma or GED equivalent. Preferred: Some College
An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
Duties Delivers excellent member service by
Responding to members in a knowledgeable, friendly, positive, and professional manner
Demonstrating excellent communication techniques for successful interactions
Demonstrating empathy and a positive mindset
Working to achieve a personalized and convenient member experience
Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
Shares and shows support for a variety of digital and online tools and resources.
Demonstrates a sense of responsibility, initiative, and dependability.
Strives for flexibility, resiliency, and adaptability to daily challenges.
Ability to comprehend training and apply knowledge to daily interactions.
Works independently and collaboratively in support of branch operations.
Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
Adheres to information security procedures & maintains confidentiality.
Follows all policies and procedures as established by the credit union, including but not limited to:
Cash Handling, Dual Control, & Balancing
Check Holds and Fraud prevention
BSA & AML Regulatory Requirements
While assigned to a branch, assists with staffing at other branches as needed.
Works to achieve goals in support of the Core 4 Values of the Credit Union.
RESPONSIBILITIES FSR I:
Processes member transactions.
Effectively utilizes features of Teller Capture in processing checks.
Applies basic knowledge of Microsoft Office Suite.
Ability to navigate credit union systems, key to daily functions of the position.
Answers questions & prints documentation relative to routine inquiries.
Consistently demonstrates a positive mindset within the branch and in all interactions
Refers unusual requests or inquiries to appropriate staff members.
Assists with end of day balancing procedures.
Maintains functional work area by stocking forms, supplies, brochures, etc.
Advises supervisor of service needed or non-functioning equipment.
FSR II:
Accurately processes member applications/requests and documents in CRM; performs self-review of work.
Opens accounts for all share types with related services; closes accounts
Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening
Performs file maintenance of data on existing accounts; adds joint owners to accounts
General understanding of loan products to begin participating in loan referral program
Completes paperwork for removing and changing joint owners of accounts
Issues debit and credit cards
Completes forms as applicable based on member request
Obtains instructions and inputs data for wire transfers
Provides notary services
Processes other requests of similar complexity
Focuses on business development to retain long-term relationships by
Establishing rapport and serves as a valuable link between members and the credit union
Utilizing opportunities to deepen relationships by aligning credit union products with member needs
Encouraging members to recommend the Credit Union to their family members and eligible co-workers.
Assists members in understanding account activity, answers questions, and helps to resolve concerns.
Provides routine support to other departments.
Assists the Marketing Department in representing the Credit Union at on-site visits.
FSR III:
Strong knowledge of account products and credit union services; ability to answer questions about product features and benefits.
Acts as “buddy” to co-workers.
Seeks opportunities to advance level of responsibility.
Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.
In-depth understanding of our loan products to actively refer members to lending.
Provides support for death claims.
Assists with monitoring pending work folder and daily calendar.
Processes complex transactions and requests along with opening special accounts
IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
Competent in fraud prevention and detection.
Ability to assist with report management and participates as a project team member.
Establishes a foundation of leadership skills through
Self-sufficiency, maturity, and responsibility
Engagement as a role model for staff and as an active participant in daily operations
Performs in the capacity of a Member Services Representative or Operations Specialist.
Provides phone assistance to call center and enters corresponding CRM event
Process member requests generated from calls or correspondence
Contacts members requesting additional information, clarification, or problem resolution
FSR pay ranges by grade:
FSR I: $20.00-22.00/hour
FSR II: $22.00-24.00/hour
FSR III: $24.00 – 26.00/hour
Each level of FSR is competent in duties and responsibilities of preceding level(s).
FSR II and above complete certification to perform Notary Services.
Performs other related duties of similar scope and complexity.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position. Accountable for reading, understanding, and acting on the contents of all Company-assigned and/or job-related Compliance Programs, regulations, and policies and procedures and ensuring Compliance Training assignments are completed by established due dates. This includes, but is not limited to, understanding, and identifying compliance risks impacting First Financial, ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management.
Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
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