Member Services Representative at TruWest in Austin, Texas

Job Description:

TruWest is seeking motivated individuals that are eager to build genuine connections with members by understanding their unique financial needs and providing tailored solutions to meet their goals.

At TruWest, we offer steady work schedules that make it easy for you to achieve work/life harmony. We offer first day medical, dental, vision, life insurance, and we’ll even help you save for retirement by matching your 401(k) contributions! At TruWest, you’ll learn plenty about finances, loans, credit, and future planning. We also offer a generous paid time off plan and observe all Federal Holidays, so you get 11 additional days per year to focus on YOUR interests. (or passions?)

Become a vital part of our mission to empower individuals and businesses in achieving their financial goals. Apply now to one of our 3 Financial Service Centers in Austin!

Howard Lane: IH-35 and Howard Lane
Legend Oaks: William Cannon Dr. and US 290
Round Rock: Louis Henna Blvd between IH 35 and 45

Job Description:

Summary of Responsibilities:  
This position is responsible for assisting the membership with TruWest product, service and account information. Responsible for assisting with the financial service center opening and closing duties, teller duties, opening new accounts and deposit products, and loan processing.  Responsibilities include verifying information on deposit applications; approving/declining applications for service while assuring compliance with credit union policy and procedures. Effectively manages existing members and book of business, to support the retention and growth of member relationships, through sales of deposit and loan products, and referrals to investment and mortgage products.  This position requires monitoring the daily activity, compiling and providing statistical reports on a consistent basis, as well as at month end.  Individual must also investigate and handle error resolution, maintain and balance a cash drawer as well as the daily balancing of all negotiable instruments. Individual must present a professional image at all times as well as have the ability to maintain a flexible schedule.  Must provide spontaneous service excellence to members, employees and business associates; demonstrating the TruService Philosophy and the values shown on the TruWest Vision, Mission Values card.
 

Qualifications:  
Education: High school diploma or equivalent.
Experience: This job requires a minimum of one-year Teller II or similar related sales experience, at a financial institution. 

Knowledge and Skills: 
Individual must have displayed good sales and referral abilities.  Requires advanced knowledge of TruWest products, services and account requirements in order to identify cross-selling opportunities, which will benefit the member. Individual must have knowledge of the credit unions policy and procedures as well as basic lending regulations.  Must have the ability to perform math calculations with a high degree of accuracy, good attention to detail, and good knowledge of negotiable instrument elements. Must have intermediate to advanced knowledge of the TruWest computer system, advanced PC skills (including navigating within appropriate websites). Individual must have good verbal and written communication skills, as well as strong customer service and interpersonal skills.  Must be able to work with little or no supervision and complete tasks in a timely manner.  Must project a professional image, in dress, appearance and behavior. 
 

Primary Duties and Responsibilities: 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

1. Identify member’s financial needs through profiling and promoting appropriate products and services to maximize cross-sale opportunities and maintain acceptable referral and sales levels (as well as meeting established TruService survey scores).
2. Understands and can perform all Teller related duties.
3. Actively manage the lobby traffic – providing personalized, professional service to all members in an exceptional manner, and seeking out opportunities to exceed member expectations.
4. Actively use the lobby management app, called Lobby Tracker.
5. Accurately complete and process product/service/loan applications for review and evaluation, along with interfacing with members in response to applications submitted.
6. Understand and open all deposit accounts and accurately originate and book applicable loan products; completing necessary documentation for application processing as required by state and federal laws.
7. A good understanding of Business Accounts, IRAs (including Ascensus) and other special accounts and the documents required during account opening.
8. A good understanding of Xpress Accounts and LoansPQ (following up on loan queues and ensuring contact has been made and notes updated to ensure all loans approved, get ultimately booked, unless member cancels).
9. Consistently educate members about their financial choices, by listening, asking about and understanding their needs – responding by offering appropriate financial products/services.
10. Understand and perform the duties of a Notary and Signature Guarantee transactions.
11. Adhere to all credit union policies and procedures, including but not limited to the Bank Secrecy Act, Security Policies, Confidentiality Policies and Human Resource Policies.
12. Responsible for successful outbound sales calls to existing and potential members. Answer incoming calls and assists members with their requests (transferring to the Contact Center, when applicable). 
13. Create and maintain their own “book of business”, following up with applicable members in regular intervals. Come up with ideas for successful sales opportunities, being proactive and effective at problem-resolution. 
14. Source documents, checks and negotiables are properly processed by following established procedures.
15. A good understanding of the electronic check process, and adherence to the anti-fraud check detection software
16. A good understanding of all eServices offered by the credit union, and can effectively demonstrate and/or assist members in signing up for applicable services, including on their own devices (or financial service center PC/tablet).

Secondary Duties and Responsibilities: 

1. Work as part of the team and cooperate with co-workers and Managers, and demonstrates a willingness to assume additional responsibilities.
2. High energy and sales ability during each member contact.
3. Handle member transactions and complete assignments in a timely manner by structuring and organizing work effectively.
4. Communicate effectively with co-workers and members, both verbally and in written form, and maintain a professional interface with other branches/departments.
5. Effectively utilize downtime, in a productive manner.

Perform any other duties, as may be required, to meet credit union objectives. 

 

***PLEASE CLICK APPLY TO BE LED TO OUR OPENINGS***

Check out our video that highlights all the amazing things we do here: 
https://vimeo.com/721196286/593a894041 

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