FINANCIAL SERVICES REPRESENTATIVE
Reports To: Assistant Branch Manager
Every employee must honour the vision, mission and values of Northern Savings Credit Union.
Primary Purpose:
The Financial Services Representative (FSR) is a key position in the branch providing financial solutions and exemplary member service in the area of deposit and investment products and services. The Financial Services Representative is often the primary point of contact for existing and new members and can foster relationships through service excellence and product knowledge specific to deposit and investment products.
Key Accountabilities
Member Service
- Delivers financial solutions to new and existing members by offering a suite of deposit and investment products. A Financial Services Representative may also provide assistance with simple lending needs such as small line of credits and RRSP loans.
- Is knowledgeable in all Northern Savings financial products and services to enable referrals to retail and Business Services, wealth management and insurance (life, property and casualty).
- Takes ownership of member issues and complaints, resolving and referring as appropriate.
- Presents a professional image to members and internal customers (other staff).
- Continually markets the benefits of membership to non-members to grow the member base.
- Other duties may be assigned periodically.
Employee Engagement
- Engages in positive internal customer interactions which support a positive, respectful workplace that promotes team success.
- Collaborates with staff in addressing services issues and member concerns.
- Fosters a culture consistent with the credit union’s values and service philosophy.
- Actively participates in team meetings.
Operational Effectiveness
- Has excellent knowledge of processes and procedures that apply to the Financial Services Representative role.
- Identifies process improvements and escalates to supervisor.
- Ensures that all interactions with members and fellow staff are completed in a professional and timely manner.
Risk Management and Financial Health:
- Meets compliance, confidentiality and regulatory requirements and abides by management policy and branch procedures.
- Uses required pricing at all times for deposit and investment transactions and loans.
- Understands authorities with respect to overrides, waiving service charges, disbursements and negotiable items custodial duties.
Minimum Qualifications:
Education:
- High school diploma is a requirement
- Completion of post-secondary education is an asset.
- Completion of sales training is an asset.
- Completion of CUSOURCE and/or CU Training courses related to this position is an asset.
Experience:
- Previous sales and service experience is required.
- Previous financial services experience is required.
Skills:
- Demonstrated sales skills.
- Expert knowledge of products and services required.
- Ability to prioritize, organize work within time constraints, under pressure and competing priorities.
- Ability to communicate and liaise professionally with members, potential customers, community groups and co-workers while maintaining confidentiality.
- Working knowledge, skills and experience in Microsoft Office.
