Careers

This position delivers superior service to First Service members at all times. The ideal candidate will present a positive, efficient and professional front line atmosphere; leaving the member with the feeling they are our number one priority. He or she should treat all internal and external members with respect and courtesy.

Experience: Up to six months of experience in the banking industry and/or cash handling experience.

Education: A high school education or GED. Must be knowledgeable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Analytical ability to quickly assess member’s financial needs and offer solutions.

Role:
Works with all aspects of eBranch and daily operations to ensure superior service is provided to all internal and external members. Accommodate member needs via telephone, fax, email requests including loan and account services. Present a positive, efficient and professional environment with all member contact. Primary contact for Loan by Phone.

Essential Functions & Responsibilities:
35% - Takes members loan applications via phone or email and prepares them for review by an Underwriter. Follows up with the Underwriter to determine status. Processes approved loans and sets up date and time to close the loan and make disbursements. Refers problems that are beyond their authority to their supervisor, along with their recommendations.
25% - Answer member lending questions and provide current loan rates and NADA used car quotes to members, as well as any other information requested on credit union products and services.
20% - Communicate with members by phone, email, or fax to complete their request.
15% - Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve.
5% - Maintain usage proficiency on all member-related third party systems and software including the maintenance of member records. These systems include but are not limited to member check ordering, ATM/Debit card ordering and maintenance, account and identity verification, etc.

Performance Measurements:
1. Is knowledgeable on the features and benefits of all Credit Union products and services; determines member needs and recommends products and services based on those needs.
2. Listens and engages the members financial needs, identifies opportunities for consultative selling and actively sells products and services to the members.
3. Refer and cross-sell credit union products and services in order to meet member needs and individual goals.
4. Knowledgeable and proficient in the account opening process for all deposit accounts including but not limited to savings, checking, money market, and club accounts; Also, have proficiency in identification and new account screening methods and be able to fully explain regulatory requirements on all accounts and services.
5. Knowledgeable and proficient in Certificate of Deposit and Individual Retirement Accounts (IRAs) including opening, renewing and closing, and accurately calculating withdrawal penalties and dividend payments as appropriate.
6. Accurately and efficiently complete all member or account related forms and forward to appropriate department for action and/or filing.
7. Possess complete and accurate knowledge of all credit union products, services, policies and procedures.
8. Must be available to assist the Call Center or eServices for back-up as requested by management, as well as work on Saturdays when needed.
9. Respond to all correspondence within one day.

Knowledge and Skills:
- Experience: A minimum of one to two years new accounts or loan processing experience at a credit union or other financial institution.
- Education: A high school education or GED. Must be knowledgable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.
- Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
- Other Skills: 
• Focus on serving the member, gaining the member’s respect and trust, and always acting with the member in mind.
• Analytical ability to quickly assess member’s financial needs and offer solutions with excellent product and service sales skills.
• Intermediate computer skills including experience with Microsoft Office products, including but not limited to Word, Excel, email and Outlook.
• Ability to learn and use the credit union PC hardware and software.
• Proficient in English grammar and spelling with excellent oral and written communications.
• Willingness to attend training seminars and meetings outside normal working hours.
• Must have a proactive and positive attitude toward members, supervisors, co-workers and the credit union.

This position provides the Branch Manager with support, assistance and leadership regarding all aspects of branch operations to ensure superior service is provided to all internal and external members. Assure the financial service needs of each member are promptly, accurately, and courteously fulfilled.

• Responsible for the maintenance and security of the branch facility and its contents in the absence of the Branch Manager.
• Responsible for maintaining vault and ATM cash, as well as all consigned items at the Branch.

Experience: One year to three years of similar or related experience.

Education: A high school education or GED; one to two years college preferred. Must be knowledgeable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Analytical ability to quickly assess member’s financial needs and offer solutions.

Deliver superior service to the members at all times. Present a positive, efficient and professional front line atmosphere. Leave the member with the feeling they are our number one priority. Treat all internal and external members with respect and courtesy.

Essential Functions & Responsibilities:
Efficiently and accurately handle all member transactions in person or by mail or phone including, but not limited to, deposits, withdrawals, transfers, cash advances, and exchanges of currency. Issue credit union and cashier checks, gift checks/cards, reloadable cards, etc. Responsible for balancing daily work, cash drawer, and negotiables. Also, may assist with balancing branch negotiables including but not limited to official checks, etc. Perform member account maintenance functions including personal and account data changes and account openings. Knowledgeable on the features and benefits of all Credit Union products and services and determine member needs and recommend products/services based on those needs. Must be available to travel to any branch location for back-up as requested by management, as well as work on Saturdays when needed.

Experience: Up to six months of experience in the banking industry and/or cash handling experience.

Education: A high school education or GED. Must be knowledgable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Other Skills:
- Customer service skills
- Detail-oriented
- Multi-tasking

EOE

Deliver superior service to the members at all times. Present a positive, efficient and professional front line atmosphere. Leave the member with the feeling they are our number one priority. Treat all internal and external members with respect and courtesy.

Essential Functions & Responsibilities:
Efficiently and accurately handle all member transactions in person or by mail or phone including, but not limited to, deposits, withdrawals, transfers, cash advances, and exchanges of currency. Issue credit union and cashier checks, gift checks/cards, reloadable cards, etc. Responsible for balancing daily work, cash drawer, and negotiables. Also, may assist with balancing branch negotiables including but not limited to official checks, etc. Perform member account maintenance functions including personal and account data changes and account openings. Knowledgeable on the features and benefits of all Credit Union products and services and determine member needs and recommend products/services based on those needs. Must be available to travel to any branch location for back-up as requested by management, as well as work on Saturdays when needed.

Experience:
Up to six months of experience in the banking industry and/or cash handling experience.

Education:
A high school education or GED. Must be knowledgable of Bank Secrecy Act and Anti-Money Laundering regulations and requirements.

Other Skills:
Customer service skills,detail-oriented,multi-tasking

EOE

This position accommodates member needs via telephone, fax, and live chat request including loans and account services. As well as cross selling of First Service products and services.

Experience: Minimum two years call center experience, preferably in a credit union environment

Role: 
Senior Service Center Representative is responsible for providing quality and efficient customer service to both internal/external members. Ensure all SC representatives are providing outstanding service through the daily management of activities such as coaching, training, and problem solving. Additionally, the position is responsible for assisting the Service Center Manager with escalated calls/scenarios as needed, scheduling and reward/recognition programs.

Essential Functions & Responsibilities:
60% - Ensure agreed Member Service standards are consistently met. Handle escalated calls and scenarios as needed; Ensure all Service Center Representatives have appropriate training and other resources to perform their jobs. Provide leadership, guidance and support to the Service Center Representatives.

20% - Become a SME by maintaining up to date knowledge of all credit union products and services.

10% - Assist Management in establishing work procedures and processes that support departmental standards. Responsible for suggesting methods to help improve efficiencies that will impact our Service Level.

5% - Assist in management staff schedules in order to meet anticipated business requirements.

Performance Measurements;

1. To provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering telephone immediately and responding to correspondence within one day.

2. Back-up the Service Center Representatives answering the telephone promptly if not picked up by a representative and answer correspondence within the same business day.

3. Process member transactions as needed accurately.

4. Maintain a professional appearance and atmosphere for the department.

5. Provide leadership to the staff assuring work is processed in an organized and timely manner.

6. Assist team to achieve department goals.

Knowledge and Skills:
Experience: Extensive experience working in a Call Center environment. Strong attention to detail. Able to maintain composure during difficult situations and a fast-paced environment.

Education: A high school education or GED.

Interpersonal Skills: The Senior Service Center Representative will serve as a back-up to the Service Center Team. This includes, but is not limited to being able to perform Service Center Representative daily duties. He/she will provide prompt, friendly and efficient phone services to existing, as well as potential members, while providing solutions on account related inquires. Will execute all phases regarding account information, as well as actively promote, sell credit union products and services during telephone interactions.

Other Skills:
- Skilled in multitasking
- Strong decision making skills
- Excellent Member Service skills
- Problem solving and analytical skills
- Leadership and management skills
- Organizational skills
- Communication and interpersonal skills
- Computer literacy skills - Microsoft Office/Windows environment/Troubleshooting
- Able to work under pressure and adapt to change
- Ability to prioritize and control workload of a team
- Ability to work as part of a team

EOE