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Position: Service Representative Reports To: Branch Manager or Float Team Manager in Training

Position Type: Non-Exempt Individual Contributor

POSITION SUMMARY

The Service Representative is a key role in the Branch Resource Center that is in direct contact with our membership via in-person and on the phone. It is best suited for individuals who thrive in fast-paced environments with minimal oversight. Team Members in this role perform transactions and inquiries on members accounts in accordance with current practices while ensuring their information and transactions are kept confidential. Generates referrals through conversations of members needs and uses persistence and persuasion to overcome objections. Providing accurate information to members regarding their accounts and ensures all team members are creating business need and value by acting in the best interest of the membership while adhering to required regulations such as Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD on a daily basis. Adheres to all federal, state and credit union regulations and policies. Establishing trust while creating a positive and productive service experience is why Service Representatives are one of the most important teams in our member experience network. This is an entry level position that requires basic transaction and payment knowledge, provides general information on self-service options, and routine member interaction.

PERFORMANCE STANDARDS

What does this position do?

Strengthens the Credit Union position by blending sound judgment and business practices when following processes and procedures. Supports Team3 by being a committed team player. Provides flexible and responsive support by leveraging internal resources as needed to make sure membership needs are met in a timely manner.

Who does this position work with to get the job done?

Routinely collaborates with all resource centers to ensure that communication is consistent and that member's needs are met in a timely and efficient manner. Provides flexible and responsive support to the membership and the entire workforce in order to produce results year after year.

What does the work from this position produce or generate?

Member-first mentality by providing effective and timely service in collaboration with other team members. Creates a team member experience that mirrors our business model in providing engaged and willing assistance to others throughout 3Rivers. The focus is to represent 3Rivers as a knowledgeable professional, holding to the highest standards of member service.

What is the impact of this position?

Significant daily impact on the Measures that Matter by providing an outstanding member experience. This position impacts the Measures That Matter by maximizing member loyalty and satisfaction results through consistency in service and conversations. Impacts the Measures that Matter by walking the talk on employee engagement and ensuring compliance with policies, procedures, laws and regulations.

How adaptable and flexible does this position need to be for 3Rivers?

Must be prepared to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Maintains focus when disruptions might detract from concentration on a key objective. Can rebound quickly when things dont go according to plan. Accepts and adapts to changes quickly, including new technology, processes and models.

ACTIVITY and KNOWLEDGE REQUIREMENTS

Work Environment

• Normal accessibility of branch and corporate work sites required for the position.
• Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
• Normal amount of extended work hours required.

Physical Effort

• Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
• Normal physical agility, which includes ability to maneuver body while in place.
• Normal physical strength to handle routine office materials and tools.
• Normal physical strength to handle 50-pound object, taking frequency into consideration.
• Normal dexterity of hands and fingers.
• Normal coordination, including eye-hand, hand-foot.
• Normal endurance.

Knowledge Requirements

• Excellent communications skills (both oral and written)
• Ability to gather and analyze data.
• Experience preferred in regards to cash handling (cashier) and clerical office work.
• Strong sales and service skills
• Ability to operate computer, typewriter, phone, adding machine, and other office equipment.
• Interpersonal skills to present the Credit Union in a positive way during transactions.
• Adheres to all federal, state and credit union regulations and policies.

EDUCATION AND/OR EXPERIENCE

High School diploma or equivalent