Universal Financial Representative

Location

Westerly, Rhode Island 02891

Overview

In this essential role, you will contribute to the WCCU Cares culture while delivering outstanding service to members and to our internal staff. Your efforts will support members, their financial needs, and the community, while providing professional service and building strong relationships with colleagues. You will communicate with members by phone, email, or messaging, resolve issues promptly or route them to the appropriate person, and actively cross-sell Credit Union products to generate leads for Retail staff. You may also perform additional Operations Department duties as needed and keep management informed of area activities.

Responsibilities

• Deliver exceptional member service and maintain professional relationships with peers.
• Communicate with members via telephone, email, or messaging systems; courteously resolve problems or direct them to the appropriate staff.
• Actively cross-sell Credit Union products and services; provide sales leads to Retail staff.
• Perform additional Operations Department duties as required and keep management informed of area activities.
• Represent the Credit Union in a courteous and professional manner.
• Process member transactions efficiently and accurately in line with Credit Union procedures to prevent fraud and loss of assets.
• Assist both new and existing members with services such as opening and closing accounts, processing personal and auto loan applications and disbursements, IRA account opening and maintenance, opening, closing and renewing certificates of deposit, safe deposit box services, resolving member issues, and providing general account information and maintenance.
• Scan required member account documents into member records.
• Follow MSR and FSR balancing procedures at shift end, ensuring totals align and cash is accounted for.
• Resolve out of balance positions by matching transaction slips to computer totals and verifying cash transactions.
• Identify member needs and provide solutions using the Member Advocacy Program tools, including Needs Assessment Forms, Cash Flow charts, and Credit Reports.
• Assist members with more complex financial situations by reviewing credit reports and cash flows to help them achieve their financial goals.
• Answer member calls and inquiries or route them as necessary; respond to emails and messages in a timely manner.
• Monitor organizational emails and respond to internal messages promptly.
• Maintain strict confidentiality of member information at all times.
• Support department duties such as scanning, maintaining supplies, covering reception, assisting with safe deposit access, and prepping the lobby before opening and after closing; keep the area clean and organized.
• Protect confidential member personal information; perform daily shredding of information no longer required.
• Provide coverage at other branches as needed by the business.
• Demonstrate strong knowledge of all Credit Union products and services.
• Regularly review the WCCU PEAK Manual and all WCCU policies and procedures.
• Maintain working knowledge of State and Federal regulations relevant to retail branch operations.
• Build and maintain effective, professional relationships with members.
• Resolve member requests and questions promptly and courteously; keep members informed of Credit Union services and policies.
• Support the Credit Union's professional reputation and assist staff in developing and strengthening member relationships.
• Coordinate effectively with area personnel and management; assist and support retail staff, including training new teammates when required.
• Keep the supervisor informed of area activities and significant issues; complete reports and records accurately and promptly.
• Attend meetings or seminars as required and complete assigned online courses to enhance performance and comply with regulations.
• Support organizational initiatives and community involvement through sponsored or approved activities; help grow branch membership and achieve branch goals.
• Know and promote current marketing promotions; assume responsibility for related duties as needed.

Education and Certification

High school diploma or equivalent.

Required Knowledge

Thorough knowledge of member services and the products offered by the Credit Union.

Experience

One to three years of experience as a Financial Services Representative or an equivalent role.

Skills and Abilities

• Excellent communication and public relations skills
• Professional appearance, demeanor, and attitude
• Ability to operate department-related computer applications and equipment
• Solid math and basic accounting skills
• Positive, can-do attitude
• Caring and community-oriented mindset
• Strong service and sales skills with a focus on helping members succeed