CU Branch Counselor - Merced, CA

Job Summary

The Branch Counselor (BC) role is based in a branch and is a key team member that works with other BCs to ensure superior service is being provided to our members. This role is critical to the overall success of the branch and will perform both service and sales activities which can include assisting our members with general inquiries, recommending self-service technologies, and processing standard credit union transactions.

Essential Job Functions

• SBCs will identify opportunities and take actions to expand our memberships, shares and consumer loan growth, through outbound calling, marketing, and referrals.
• Targets and achieves individual sales goals and supports branch sales goals by managing assigned member base and proactively uncovering additional financial needs.
• They will also enhance existing relationships with credit union members in the branch by identifying financial needs and recommending convenient, efficient, and thoughtful financial solutions.
• Services may be provided in person or via the chat/online channel.
• Conducts sales presentations to new and existing Farmers/Select Employer Group employees to generate business.
• Provides recommendations to improve the credit union’s awareness in the Farmer’s building and community.
• Shares best practices with fellow employees in regards to sales techniques used that are successful in obtaining new leads and sales production.
• Assists members of Farmers Credit Union through maintaining and executing knowledge of products and services.
• Performs day to day transactions for members including, but not limited to, deposits, withdrawals and transfers.
• Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs.
• Assists members with all aspects of the loan process such as gathering necessary documentation, running credit reports, and determining loan rates.
• Balances cash drawer, branch vault, ATM, negotiable instruments, and daily work at the end of each workday, including encoding and proofing checks for item processing, according to Credit Union balancing requirements.
• Handles all member inquiries and issues received from the chat/online channel to conclusion. Effectively assists members while using multiple systems to research questions.
• Updates chatbot and all applicable credit union systems as new products and services are introduced.
• Responsible for processing all new memberships.
• Consistently provides a high level of service and is committed to increasing member satisfaction and achieving successful results in the Member Service Surveys.
• Demonstrates adherence to the branch service and standards in addition to enforcement and modeling of our mission statement and core values.
• Handles complex situations in specialty area of expertise such as operations, lending, and products/services.
• Performs advanced research on accounts, identifies and corrects member account problems.
• Hosts and participates in daily branch huddles with branch team members. Provides input to the team when discussing scheduling with the focus always on member service.
• Responsible for assisting new hires with learning the Credit Union’s products and services relative to Branch Operations and takes a lead role ensuring all employees are proficient in and follows all Branch Operations procedures.
• Ensures the audit/compliance procedures of the branch are followed.
• Participate in the Mentor Program as a mentor. Be in regular contact with the mentee and report any issues to the appropriate Branch Manager.

Education Requirements

High School Diploma or equivalent required.

Experience Requirements

• Minimum two years' experience in customer service, sales activities, and cash handling preferably in a financial institution.
• This is an essential onsite position working in Merced, CA.
• HOURS:  7:15am to 4:00pm PT, Monday through Friday

Special Skill Requirement

• Financial industry experience - Banking or Credit Union sales preferred
• Presentation experience preferred
• Strong customer service skills 
• Strong verbal and written communication skills

Physical Actions

This role, whether performed virtually or in an office setting, will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (example others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to continuously operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.