Objective

The Virtual Branch Services Representative will provide sales and service support for Member-based business. In doing so, the Associate will provide superior service on a compliant basis for all inbound/outbound Member activity that results from Member calls, e-mail, and Internet activity.

Duties and Responsibilities

· Professionally service Member activity associated with loan and deposit services:

o Provide accurate information for all products and services, as well as the status of all Member accounts

o Open new membership and deposit accounts

o Assume primary ownership over all Member issues by accurately documenting, researching, and resolving or escalating Member issues associated with any product or service

o Cross-sell alternative or additional services where they best fit the Member’s needs

o Provide basic financial services advice to Members that promotes their financial well-being

· Provide a superior level of support for all MSRs and lending staff:

o Assist in the development of competitive and/or Member information that will support sales initiatives

o Act as liaison for MSRs and lending staff as needed to ensure timely and quality Member service

o Assist other MSRs and lending staff based on work requirements

· Meet or exceed all service and productivity goals established for this position

· Maintain an up to date status of all sales support and processing activity with routine reporting to management

· Perform all duties in a manner that is 100% compliant with KEMBA policy and procedures

· Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures

· On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs

· Must be able to relate to other people beyond giving and receiving instructions:

• Can get along with coworkers or peers without exhibiting behavioral extremes


• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others


• Respond appropriately to criticism from a supervisor

· Performs other duties as required by management

Required Qualifications

· High school diploma or equivalent education and experience

· Prior experience in a customer service role

· Strong organizational skills and attention to detail

· Must value a high degree of accuracy and speed

· Professional demeanor

· Effective verbal and written communication skills

Desired Qualification

· Prior experience in a financial/banking institution