Lead Financial Services Representative

SUMMARY

The Lead Financial Services Representative will act as a primary float resource for the branch network, the position is designated to provide coverage at different locations based on business needs. The Lead Financial Services Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, providing leadership and guidance, and demonstrating behaviors supporting the County Federal Experience. This includes communication with members through in person, over the phone, and digital channels. This individual will be responsible for the productivity and efficiency including quality control and compliance with all policies, procedures, and regulatory requirements. He/she may also be asked to perform account maintenance activities and process basic financial and lending transactions. The Lead FSR will assist with branch operations and service duties in management’s absence.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Education and/or Experience: High School Diploma and a range of two to three years in related experience and/or equivalent combination of education and experience. 

·         Certificates, Licenses, Registrations: None required

ESSENTIAL FUNCTIONS

·         Opening new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary and organizational accounts).

·         Assessing member loan needs from start to finish starting with loan type, ancillary product review, and submission of application. Follow up as needed with consumer and auto loans, which may include closing.

·         Cross-selling products and services within established guidelines.

·         Performing account maintenance activities, including closing accounts, establishing power of attorneys, account transfers, processing ownership changes, and certificate renewals.

·         Performing basic teller functions, including processing share, and share draft deposits, withdrawals, loan payments, and draft stop payments.

·         Answering questions and resolving problems on products and services.

·         Providing an additional support point of contact for staff to resolve escalated member situations and on-the-spot feedback to service our members more efficiently.

·         Providing leadership, knowledge, and support to Branch staff in handling of member transactions and escalations.

·         Collaborate with the Learning and Development team to assist with the training of new and existing employees.

·         Prioritize and monitor workflow to meet service level agreements and keep supervisor informed of status.

·         Assist in preparing and adhering to lunch and break schedules for optimum member service level, adjusting as dictated by work demands.

·         Assist with branch controls including but not limited to cash orders and shipments, branch monthly audits/certifications, negotiable inventory maintenance, dispenser cash balancing/replenishment, new accounts reviews, and errors.

·         Participating in product and service promotions.

·         Meeting all requirements to become a Notary Public.

·         Ensuring operations are conducted in accordance with established Credit Union policies, and legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA-AML program.

·         Attending Sponsor Employee Groups (SEGs) visits with Business Development and/or hosting a Credit Union table at a SEG location.

·         Acting as a backup for other Branch positions as needed.

·         Filling in at other Branch locations as needed or other roles in the company as needed.

·         Assist management with follow-up on branch staff job duties to ensure completion of assigned tasks.

·         Assist in writing and updating policies and procedures.

·         Inspire, motivate, and provide suggestions to help team members reach individual and team goals.

·         Provide technical and subject matter expertise to team members.

·         Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, CTR, Monetary Instrument log, and reporting of suspicious activities to your supervisor and BSA Officer.

·         Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

·   Detail-oriented, self-starter who can work independently and/or remotely.

·   Strong verbal, written, and phone communication skills with a demonstrated ability to communicate professionally and publicly at all levels.

·   Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner.

·   Forward-thinking, with professional standards and business profile.

·   Ability to handle multiple tasks simultaneously and shift priorities in an efficient and effective manner.

·   Ability to maintain strict confidentiality.

·   Ability to conduct thorough research, and provide workable recommendations and solutions to problems.

·   Broad knowledge of, and practical experience with operations functions, lending functions, products and services, and the laws and regulations which affect the Credit Union.

·     Computer literate and proficient in software applications, Adobe Acrobat, online research tools, and MS Office:  Word, Excel, PowerPoint, Outlook, Teams, and Zoom.

·     Leadership ability, including the daily support of team members.

·     Ability to demonstrate commitment to self-improvement by taking the initiative to learn new skills, systems, and procedures as well as taking advantage of the continuous education opportunities within and outside of the Credit Union.

·         Must maintain flexibility in schedule as this position is designated to provide coverage at different locations including but not limited to San Jose and Gilroy areas.

·         Effective interpersonal and interdepartmental skills with the ability to work with all levels of

·         Maintains thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.

·         Hungry:  Always looking for more.  More things to do.  More to learn.  More responsibility to take on. Self-motivated and diligent.  Constantly thinking about the next step and the next opportunity.

·         Humble:  Lack of excessive ego or concerns about status.  Quick to point out the contributions of others and slow to seek attention for self.  Shares credit, emphasizes team over self and defines success collectively rather than individually.

·         Works Intelligently: Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

·         Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects.

·              Occasionally lift and/or move up to 10 pounds.

EEO STATEMENT

Mirastar encourages diverse applicants to apply for all positions. Mirastar does not discriminate in employment opportunities or practices on the basis of race, color, religion, creed, sex, familial status, marital status or domestic partner status, national origin, age, disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition including genetic characteristics, veteran or military status, sexual orientation, gender identify, gender expression, any persons holding an undocumented “AB 60” driver’s license, or any other characteristic protected by law. This provision also includes the perception that anyone has any of the above characteristics or is associated with a person who has or is perceived as having any one of these characteristics. Discrimination based on any of these protected classifications is unlawful and is a violation of company policy. The Company makes all employment decisions without regard to these protected statuses and does not tolerate harassment or discrimination.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Mirastar Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises.