Wisconsin Credit Union Foundation
Wisconsin's Credit Unions Unite for Good

Member Service Representative 4 - TruStone Financial Federal Credit Union

Job Posted: Apr 17, 2019
Job Expires:
May 17, 2019


Job Overview Welcomes members into the branch and provides professional expertise in the service and sales of deposit products, loan products, and convenient services through effective rapport building skills, proficient knowledge, and the promotion of the credit union’s brand of savings, transparency, and financial education. Responsible for meeting established Credit Union and Branch goals through active participation in sales programs. Originates, underwrites and closes consumer and home equity loans following outlined TruStone Financial policies and procedures and adhering to regulations governing the financial services industry. Accurately and efficiently interpret and process a wide variety of financial inquiries, account openings, service requests, and transactions. Secures credit union assets, balances transactions, and completes necessary reports.

Responsibilities | Essential Functions, Duties and Responsibilities

  1. Originate, underwrite and close consumer loans following established underwriting criteria.
  2. Originate, underwrite and close personal loan accounts including home equity loans following established policies and procedures.
  3. Build new relationships outside of the branch through effective sales techniques.
  4. Sell and open personal and business deposit accounts, including but not limited to IRA’s, HSA's, Trusts, Estates, and convenient services following established standards and procedures.
  5. Cross sell the Credit Union’s products and services. Promote business for the Credit Union by maintaining strong member relations and referring members to appropriate staff for new services.
  6. Effectively develop new member and business sales to achieve individual and branch monthly goals through sales, referrals and retention of account relationships.
  7. Recognize and maximize opportunities to up sell members on TruStone products that would be mutually beneficial to the member and TruStone Financial.
  8. Respectfully communicate underwriting decisions to members and provides credit report education with both approvals and denials.
  9. Serve as an in-branch mentor to less experienced staff with providing leadership training and handling more complex questions and balancing difficulties.
  10. Takes responsibility for referring loans outside of credit granting authority limits to appropriate staff.
  11. Recognize member needs for advanced products such as investment and mortgage products and seamlessly refers members to appropriate staff.
  12. Participate in community outreach events to help grow the branch and promote the credit union.
  13. Demonstrate a work style that is consistent with TruStone’s values and takes personal responsibility for own learning and development to support those values and the credit union’s success.
  14. Maintain up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
  15. Community involvement: Promote business for TruStone Financial by developing client relationships within the community.
  16. Make outbound calls to build business relationships with TruStone membership.
  17. Provide friendly, helpful service that builds member relationships through:
    a. Preparing for daily interactions with a professional image and an organized workstation.
    b. Maintaining knowledge of TruStone products and processes.
    c. Taking responsibility for waiting members.
    d. Proactively greeting members with a smile, introductions, and full attention.
    e. Understanding the member’s objectives by asking appropriate questions and listening to the member’s responses.
    f. Engaging with members: begin a conversation, build report, and ask about their personal finances.
    g. Recommending the best solution to strengthen the member’s financial well-being or guiding the member to the appropriate staff to fulfill their needs.
    h. Interpreting and processing member requests including transactions such as opening/closing a member’s account, cashier’s checks, and transferring funds accurately and efficiently.
    i. Skillfully researching and resolving errors and disputes for members.
    j. Following up with the member to ensure satisfaction.
  18. Open consumer and business deposit accounts and convenient services following established standards and procedures. Explain all features, benefits, and fees of the account or service with transparency and expert knowledge. Teach members to use the account or service to improve their financial well-being and provides any ongoing correspondence. Accurately and efficiently prepares documents.
  19. Provide financial education to members in personal finance matters, including:
    a. Understanding the banking system
    b. Creating a regular savings plan
    c. Explaining compounding dividends and finance charge
    d. Budgeting
    e. Reconciling bank statements
    f. Understanding credit
    g. Teaching children about money h. Introducing small business banking
  20. Fulfill member service requests including account maintenance, research, reconciliation, and correction.
  21. Secure the credit union’s assets by handling cash, negotiable instruments, wire transfers, and certificates of title in a consistent manner, properly identifying members, keeping member information confidential, balancing at the end of each business day, and completing necessary reports that summarize daily activities.
  22. Ability to open and close the branch in the absence of branch management staff. Acts as liaison between management and other branch staff.
  23. Promote a positive image of TruStone with all members. Appropriately escalate member issues to supervisor.
  24. Required to meet TruStone’s Customer Service Profile (CSP) performance standards.
  25. Responsible for regular and reliable attendance at the workplace.
  26. Perform other duties as assigned, including floating to other branches and filling in as a Member Service Representative

Major Skills and Competencies

  1. Must possess highly-developed interpersonal skills, a positive attitude, and a desire to help people.
  2. Must have the ability to identify member opportunities for financial improvement, teach financial concepts, communicate recommendations, and provide support.
  3. Ability to analyze and solve situations independently.
  4. Must possess effective verbal and written communication skills.
  5. Must have reliable attendance.
  6. Must possess good judgment.
  7. Ability to perform calculations and possess proficiency in basic math skills.
  8. Ability to organize and prioritize work and maintain accurate records.
  9. Projects a professional image.
  10. Ability to confidently approach prospective members.

Qualifications | Minimum Qualifications

  • Bachelor’s Degree in Finance, Business Administration or a related field, or four years of equivalent work experience.
  • Two years of cash handling experience or experience serving and interacting with customers. • Satisfactory completion of pre-employment screening.
  • Must meet SAFE ACT registration requirements.

Preferred Qualifications

  • Previous experience recommending products and plans to improve a customer’s financial position.
  • Previous experience underwriting loans.
  • Expert knowledge of banking and/or credit union regulations

About the Organization

TruStone Financial is a full-service, member-owned credit union that provides simple yet competitive financial tools to empower members’ financial well-being. Its neighborhood credit union strives to make each interaction greater than any transaction, seeing it as the neighborly thing to do. As a credit union founded by teachers in 1939, TruStone Financial has grown to include 14 branches across Minnesota and Wisconsin in addition to its Plymouth, MN corporate office. TruStone Financial is looking for new people to join its ever evolving team as it continues to improve the financial lives of its members.

How to Apply

TruStone Financial Federal Credit Union