VIRTUAL BRANCH FLOAT REPRESENTATIVE

Job Description

Job Description

Title: Virtual Branch Float Representative

Reports to: Virtual Branch Sales Assistant Manager

Supervises: None

Status: Non-Exempt

Objective

The Virtual Branch Float Representative is responsible for member outreach such as onboarding new members, shortfall member calls, contacting new and existing members who have purchased a vehicle and as well as floating between the Virtual Branch Service and Virtual Branch 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.

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 targets new services for existing Members and non-Members:
  • Initiates outbound telemarketing activities that will result in the acquisition of qualified new memberships and an increased level of products/services utilization by all Members
  • Qualifies deposit services for Members in a manner consistent with policy and procedures
  • Targets, sells, and originates new memberships for all qualified non-Member candidates
• Provides a high level of service support for all inbound Member phone call coverage as support is needed in the service or sales queues
• Meets or exceeds 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
• Maintains an up-to-date status of all sales support and processing activity with routine reporting to management
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• One to two years of experience in a sales/customer service environment
• Prior experience in a financial/banking institution preferred
• Strong organizational skills and attention to detail
• Good understanding of member services and products provided
• Ability to work well independently, or as part of a team
• Basic PC skills (Windows)
• Assertive problem-solving skills
• Must value a high degree of accuracy
• Professional demeanor
• Effective communication skills

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Eligibility

Laptop: No

Remote/Hybrid Work: Yes

Cell Phone Reimbursement: No

Vehicle Reimbursement: No

Incentive(s): Yes