Financial Center Specialist (Milpitas)
Position Number: FCS Milpitas
Location: Milpitas, CA
Provides transaction/cash management/account opening/loan services. Models quality service and supports all elements of the Service Level Agreement. Resolves escalated member issues. Manages relationship with members to ensure member satisfaction. If designated as the Business Banking specialist for the Financial Center the incumbent will provide Business Banking services to clients and support business initiatives within the branch.
MAJOR RESPONSIBILITIES / DUTIES
Provides exceptional member services. Puts members first, serves them with a sense of urgency, accurately and always creating a memorable service experience. Adheres to and supports all the Financial Center Service Level Standards.
Works with other Financial Center partners to ensure member satisfaction.
Maintains knowledge of current products and services. Follows through on resolving member issues/concerns. Works appropriately with staff or other departments in serving member needs. Follows all Credit Union policies and procedures. Maintains confidentiality of member information.
Engages in consultative sales techniques. Maintains product knowledge of Credit Union and competitor products. Accurately explains features and benefits of Tech CU products. Identifies members with the greatest potential and contacts them. Defines member needs, explains solutions, recommends action, and handles resistance in a consultative manner.
Opens/processes new member accounts and loan acquisition. Keeps commitments to member and follows up with member to ensure satisfaction. Solicits new accounts and sells Credit Union products/services. Meets assigned sales goals. Reports progress to manager.
Ensures all sales referrals are correctly entered into the designated tracking system during the same work day or prior to opening/funding of product.
Provides outstanding transaction/cash management. Accurately processes all transactions. Handles each transaction efficiently and with appropriate discretion. Opens and closes cash drawer daily, ensuring proper handling of cash and negotiables. Balances individual cash drawer at night.
Adheres to credit union Policy & Procedure, compliance requirements and directives from regulatory bodies.
Builds client relationships by making calls and reaching out to members. Participates in on-sites, and attends networking activities. Staffs Financial Center promotions and events. Travels to other Financial Centers as directed by manager.
Works with own manager to establish personal goals for improving sales performance. Develops an action plan designed to facilitate achievement of sales goals.
Business Banking Specialist (when designated for the F.C.)
Responsible for the following duties in addition to primary duties described elsewhere in this description:
Opens and processes new Business Banking accounts/loans (loan amounts less than $100k). Keeps commitments to client and follows up with them to ensure satisfaction.
Responsible for training all Financial Center staff on changes to Business Banking products and services. Acts as a resource for staff members regarding processes and changes to these products.
Engages in Business Banking campaigns and promotions by reaching out to business clients via phone or in-branch discussions.
Stays current with new products or changes to the Business Banking line of services.
Professional Training & Development
Participates in credit union professional training programs in consultation with own manager. Areas of focus include: compliance, product knowledge, soft skills, and attendance at staff and company-wide meetings.
Supports the Credit Union’s Mission & Vision and Lives the Tech CU Values (Accelerate, Collaborate, Innovate, & Cultivate).
Meets on a monthly basis with manager to discuss goal alignment, performance metrics, and development plans.
Adheres to Policy & Procedure put forth in employee handbook; upholds employee Code of Conduct/Ethics, and ensures confidentiality of the workplace.
The employee will comply with all rules and regulations as defined by applicable regulatory agencies. The employee will also adhere to all internal controls and security measures designed to ensure regulatory compliance with State and Federal laws.
Typically has at minimum:
Education: High School diploma or equivalent. Courses in related business areas necessary to maintain position proficiency.
Experience: 2-3 years' increasingly responsible experience in related disciplines, financial products/services, policies and procedures, member service, new accounts operations and loan interviewing in a financial institution.
Knowledge/Skills: Holds a current Notary Public commission or will acquire a Notary within the first six months of filling this position. Strong sales/service and team orientation. Strong organization, and verbal and written communications skills. Knowledge of new accounts and loan products, applications, rules, regulations, policies and procedures.
Licensing: Must maintain registration with Nationwide Mortgage Licensing System (NMLS) under Tech CU’s company registration.
Travel: Holds a valid California Drivers’ License. Possess current automobile insurance. Willingness to drive one’s own auto to conduct Credit Union business. Applicable IRS mileage reimbursement rate will be provided for business/credit union approved business travel within Bay Area Counties: Alameda, Santa Clara, Santa Cruz, San Mateo, San Francisco and Contra Costa counties.
Physical Requirements: This position requires standing for up to 4 hours per day and keyboarding including repetitive arm/wrist/hand motion. Also required is reading a computer screen for 70% of the day. Often bending or stooping to reach lower drawers. Occasional to moderate lifting (25 pounds or less) is necessary.
THIS POSITION DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE INCUMBENT EMPLOYEE. HE OR SHE MAY BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES/PROJECTS AS DIRECTED BY HIS OR HER MANAGER.
Starting Pay Range: