Senior Financial Services Representative

Job description

## SUMMARY The Senior 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 Mirastar 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. This person may also be asked to perform account maintenance activities and process basic financial and lending transactions. ## 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 2 to 3 years related experience and/or equivalent combination of education and experience. Bilingual in Spanish is a plus. - **Certificates, Licenses, Registrations:** None required; Notary preferred. ## ESSENTIAL FUNCTIONS - Open new membership and subsidiary accounts, including all types of depository and account ownerships (e.g., trusts, retirement, fiduciary, and organizational accounts). - Assess 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-sell products and services within established guidelines. - Perform account maintenance activities, including closing accounts, establishing power of attorney, account transfers, processing ownership changes, and certificate renewals. - Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments. - Answer questions and resolve problems on products and services. - Provide an additional support point of contact for staff to resolve escalated member situations and provide on-the-spot feedback to service our members more efficiently. - Provide leadership, knowledge, and support to Branch staff in handling member transactions and escalations. - Assist in the training of new employees and existing employees. - Prioritize and monitor workflow to meet service level agreements and keep the 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 order and shipments, branch monthly audits/certifications, negotiable inventory maintenance, dispenser cash balancing/replenishment, new accounts reviews, and errors. - Participate in product and service promotions. - Meet all requirements to become a Notary Public. - Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA-AML program. - Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or hosting a Credit Union table at a SEG location. - Act as backup for other Branch positions as needed. - Fill in at other Branch locations as needed or other roles in the company as needed. - 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. ## KNOWLEDGE, SKILLS, AND ABILITIES - Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally 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 high standards. - Ability to handle simultaneously multiple tasks and changing 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, products, and services, and the laws and regulations that affect the Credit Union. - Detail-oriented, self-starter who is able to work independently. - Computer literate and proficient in software applications, Adobe Acrobat, online research tools, and MS Office: Word, Excel, PowerPoint, and Outlook. - Leadership ability, including the daily support of team members. - Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures, as well as taking advantage of the continuous education opportunities within and outside of the Credit Union. - Hungry: Demonstrates a strong drive for continuous learning, growth, and expanded responsibility. Self-motivated, diligent, and proactive in identifying the next step and the next opportunity to contribute. - Humble: Operates with low ego and high respect for others. Actively recognizes and elevates the contributions of teammates, prioritizing collective success over personal recognition. Approaches work with openness, respect, and a collaborative mindset, welcoming diverse perspectives and constructive feedback. - Works Intelligently: Demonstrates strong situational awareness and sound judgment. Understands group dynamics, uses intuition, emotional intelligence, and thoughtful decision-making to navigate complex interactions to achieve the best outcomes. ### **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.*