Job Description

Job Title: Universal Services Representative

Department: Member Experience

Reports To: Branch Manager

Salary Grade(s): 7

EEO-1 Job Class: 5 - Administrative Support Workers

FLSA Status: Non-exempt

? Full-time

? Part-time

Location: Pocomoke City

? Telework Work Possible (if checked)

Important: See Telework Policy for Additional Criteria

Function:

Responsible for providing an exceptional financial customer experience by handling every customer need from service to sales with passion and enthusiasm. Provide customers with a one stop experience to fulfill all their financial needs from account opening and maintenance to processing transactions. Focus on customer-centric conversations to deepen relationships and become a trusted advisor. Actively promote a variety of banking solutions to enhance a customer's service experience and achieve their financial goals. Time spent in various aspects of this universal role will vary depending upon branch traffic and customer needs.

Position Requirements:

GENERAL:

• Occasional local travel to support business development
• On-call response to resolve ATM system issues affecting member services
• Bilingual and able to read, write, and speak Spanish proficiently preferred

EXPERIENCE:

• One (1) or more years of customer service or sales experience preferred
• Demonstrated work-related experience may be considered instead of education requirements

EDUCATION:

• High School Diploma or GED equivalent required
• Ability to obtain and maintain job-related certification if no job-related advanced degree
• Meet or exceed continuing professional education (CPE) requirements

An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

Duties:

• Provide customers with a one stop experience to fulfill all of their financial needs from account opening and maintenance to processing transactions
• Supports daily operations of the branch as a teller and meets member services and product needs as required by the assigned branch
• Supports daily operations of the contact center as a contact center agent and meets member services and product needs as required by the digital channel (voice, text, chat, video, etc.)
• Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs
• Identify and escalate cases of suspected fraud
• Focus on member-centric conversations to deepen relationships and become a trusted advisor
• Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial needs
• Drive proactive sales conversations through internal and outbound interactions including outbound calling, inbound contact center calls, appointment setting, and effective lobby engagement
• Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships
• Identify consumer lending opportunities and partnering with centralized lending group to ensure successful member experience
• Manage risk by maintaining compliance with applicable regulations and branch policies and procedures, while demonstrating sound judgment within established limits
• Perform member maintenance requests, process teller transactions accurately, assist with operational activities and responsibilities, and maintain flexibility between performing sales and teller transactions
• Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems
• Proactively reach out to members to contribute to the retention and expansion of member relationships
• Performs other related duties of similar scope and complexity.
• Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.