Essential Duties and Responsibilities:|
The Member Solutions Representative position is responsible for the tactical initiatives of DSFCU as they relate to building member primary relationships, providing world-class service and achieving branch goals. Continually improve financial center and operational performance while remaining committed to the credit union's core values ("The Big 4") of member solutions, employee satisfaction, community involvement, and financial results. Promote and build positive relationships with members and provide solutions to their financial needs. Build positive relationships with other DSFCU lines of business by interacting with other business units. Demonstrate effective communication with all internal and external business partners while effectively communicating upwards and across the organization.
Provide solutions to member problems, complaints and dissatisfaction.
Apply approved processes to ensure branch security is in alignment with credit union policies and in compliance with state and federal regulations. Reports to Assistant Branch Manager and/or Branch Manager, Branch Operations.
- Deliver outstanding service to our members
- Grow business organically by deepening member relationships (versus single product/service sales)
- Grow business non organically by matching value added products and services to nonmembers
- Display intensity, excitement and optimism of team and members
This job has no supervisory responsibilities.
Qualified candidates should have 6 months experience in a sales/service role within the financial services industry or other types of retail businesses. The candidate must be someone who is recognized as a high energy, flexible individual who consistently exceeds goals. This person must also have knowledge of how the financial markets impact the financial services industry and excel at representing credit union products. Minimal travel between branches may be required.
Team Performance Skills.
Financial and/or Retail Experience.
- Demonstrated performance as a successful team player.
- Effective interpersonal skills including the ability to meet sales and service standards.
- Ability to work in a fast paced environment under time constraints when necessary.
- Promotes the credit union difference.
- Promotes a strong team spirit.
- Constantly strives to achieve stretched performance standards.
- Support the use of technology, processes and communication to improve efficiency.
- Ability to sustain changes.Interpersonal Skills
- Must be an effective communicator.
- Working well with a variety of personalities and having the ability to appropriately adapt communication style to achieve results and promote positive relationships.
- Demonstrated sales and service success.
- Problem solving skills with the ability to derive solutions.
- Has the ability to establish credibility quickly with peers and members.
To perform the job successfully, an individual should demonstrate the following competencies :
- Proven ability to drive results through effective delivery of products and services to members.
- Must be able to display flexibility and adapt in a rapidly changing retail branch environment.
- Must be able to demonstrate retail operational skills.
- Expert knowledge of a wide range of consumer and business products including savings, checking, home equity, mortgage, investments, insurance and ancillary products and services.
- Knowledge of consumer and business financial industry concepts, products, policies, and regulations.
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
Design - Generates creative solutions; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust.
Leadership - Exhibits confidence in self and others.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; Conserves organizational resources.
Diversity - Demonstrates knowledge of EEO policy; Promotes a harassment-free environment.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Strategic Thinking - Adapts strategy to changing conditions.
Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
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 or general education degree (GED) is preferred however equivalent experience may substitute as appropriate.
Language Skills :
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations:
It is a requirement of this position that individuals be registered though the National Mortgage Lending System and Registry (NMLS).
To perform this job successfully, an individual should have knowledge of Microsoft Outlook Contact Management systems; Microsoft Excel Spreadsheet software and Microsoft Word Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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