TEAM: SERVICE RESOURCE CENTER: BRANCHES BAND: 3
Sales Role
Position: Member Sales Specialist
Reports To: Branch Manager or Float Team Manager in Training
Position Type: Non-Exempt
Pay: $21.25/hr
Individual Contributor
In an industry where things are common, we are the intentional outlier because of how we do what we do to be a top workplace that attracts and retains the best talent. The ability of our team will never be an inhibitor to growth. All positions within 3Rivers are designed to support the mission, vision, and strategic tenants. We are not afraid to be strategically different and aggressively dedicated to our approach so 3Rivers continues to thrive by doing what is right for the membership, one member at a time. We develop our bench so we are known as a talent developer company who specializes in offering financial services. Excellence IS the expectation so we can maintain top 10% peer status by being a consistently high performer. Our goal is to be high-touch and competitively priced everyday with real market convenience in the areas we serve. This keeps us real and relevant every day to our members by leveraging the lift being with 3Rivers brings to their experience. At 3Rivers change is constant. Our team must be able to execute, collaborate, produce, create business need and value, and be flexible in order to get the job done. Every job description is written at and Exceeds Expectations level of performance so sustainable success is achieved year after year.
POSITION SUMMARY
The Member Sales Specialist follows up on referral needs and uses persistence and persuasion to overcome objections to make 3Rivers their institution of choice. Provides advice and assistance regarding budget counseling, consolidations, pay methods, and other areas relating to member’s financial needs. Performs transactions and loan applications on members’ accounts accurately and in accordance with current practices, examines signatures and endorsements comparing them to valid identification. Acts in the members’ best interest through compliance with all credit union policies and procedures, as well as maintaining knowledge of regulations (i.e. Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.). Ensures all Credit Union member information and transactions are kept confidential. Opens and closes accounts, manages the lending process, evaluates need, up-sells products, and maintains knowledge of internal trends and competitor’s rates, terms, etc. Proficient at impacting the Measures that Matter by initiating sales contacts, incorporating on-boarding techniques and using call lists to increase loan wallet share. Increases member satisfaction by being highly responsive to the needs of members.
PERFORMANCE STANDARDS
Execution: What does this position do?
Assists members and the team with routine questions and problems regarding products and services. Focuses on the details to ensure accuracy while providing assistance and support. Focuses on building and strengthening member relationships with 3Rivers by creating a positive and easy experience during every interaction. Listens for the cues by focusing on what the member or team member doesn’t say to uncover deeper needs that simplify life or creates value. Uses professionalism and business ethics to serve as an advocate for our membership as a whole.
Collaboration: Who does this position work with to get the job done?
Routinely collaborates with members, team members, referral partners and Resource Centers to ensure that communication is consistent and efficient. Balances "give and take" in interaction with others to ensure high quality of work. Works with team members to ensure that 3Rivers is doing what is right for the membership one member at a time.
Productivity: What does the work from this position produce or generate?
Provides effective communication, efficiency, and team-member approach while participating in a high performance culture that emphasizes empowerment, quality, and productivity. Demonstrates consistent performance that ensures timely and accurate generation of information for use in 3Rivers’ decision making.
Business Need & Value: What is the impact of this position?
Creates business value on a daily basis for the membership and sets 3Rivers up for success by targeting and selecting the solution that is best for the member. These actions significantly impacts the Measures that Matter by providing an outstanding member experience each and every time. Impacts the Measures that Matter by walking the talk on employee engagement and ensuring compliance with policies, procedures, laws and regulations.
Flexibility: How adaptable & flexible does this position need to be for 3Rivers?
Must be able to handle ever-changing member needs in a constantly-changing and sometimes stressful environment. Adapts personal, interpersonal, and professional behavior appropriately based on the needs of the situation. Productive and effective decisions and the ability to leverage resources appropriately are key to achieving service standards.
MISSION CRITICAL FACTORS
Every position at 3Rivers has a variety of factors assigned to the role to identify the mindset and skills necessary to achieve performance levels that are required for our continued success. Financial Wellness is part of everything we do so knowing the now, giving hope, painting the picture and determining what is next are expectations for all of Team3.
Use Your Head
Member Focus: Building strong customer relationships and delivering member-centric solutions.
Gains insight into member needs.
Identifies opportunities that benefits the member.
Builds and delivers solutions that meet member expectations.
Establishes and maintains effective member relationships.
Financial Acumen: Interpreting and applying understanding of key financial indicators to make better business decisions.
Understands the meaning and implications of key financial indicators.
Uses financial analysis to generate, evaluate, and act on strategic options and opportunities.
Integrates quantitative and qualitative information to draw accurate conclusions.
Results
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Readily takes action on challenges, without unnecessary planning.
Identifies and seizes new opportunities.
Displays a can-do attitude in good and bad times.
Steps up to handle tough issues.
Drives Results: Consistently achieving results, even under tough circumstances.
Has a strong bottom-line orientation.
Persists in accomplishing objectives despite obstacles and setbacks.
Has a track record of exceeding goals successfully.
Pushes self and helps others achieve results.
People
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
Relates comfortably with people across level, functions, culture, and geography.
Acts with diplomacy and tact.
Builds rapport in an open, friendly, and accepting way.
Builds constructive relationships with people both similar and different to self.
Picks up on interpersonal group dynamics.
Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels.
Attentively listens to others.
Adjusts to fit the audience and the message.
Provides timely and helpful information to others across the organization.
Encourages the open expression of diverse ideas and opinions.
Own Your Own Development
Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Follows through on commitments.
Is seen as direct and truthful.
Keeps confidences.
Practices what he/she preaches.
Shows consistency between words and actions.
Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Shows personal commitment and takes action to continuously improve.
Accepts assignments that broaden capabilities.
Learns from new experiences, for other, and from structured learning.
Makes the most of available development resources.
CORE VALUES
Commitment- Be all in.
Consistency- Be all in EVERY DAY.
Innovation- Think (UYH) and ASK WHY.
Integrity- Do the RIGHT thing, not the easy or quick thing.
Quality - Do an OUTSTANDING job, don’t run out of GAS.
Trust- Hold trust and be trustworthy.
Value- Make members lives better, easier, safer; help them fulfill dreams; help them do what they don’t know how to or think isn’t possible even if it’s not here (see integrity above); make them wiser; help them build wealth (beyond saving $$)
ACTIVITY & KNOWLEDGE REQUIREMENTS
Work Environment
Normal accessibility of branch and corporate work sites required for the position.
Normal exposure to cramped spaces, loud noises, dust, and work safety hazards.
Normal amount of extended work hours required.
Physical Effort
Normal physical mobility, which includes movement from place to place on the job, taking speed and distance into account.
Normal physical agility, which includes ability to maneuver body while in place.
Normal physical strength to handle routine office materials and tools.
Normal physical strength to handle 50-pound object, taking frequency into consideration.
Normal dexterity of hands and fingers.
Normal coordination, including eye-hand, hand-foot.
Normal endurance.
Knowledge Requirements
Excellent communications skills (both oral and written)
Ability to gather and analyze data.
Experience preferred in regards to cash handling (cashier) and clerical office work.
Strong sales and service skills
Ability to operate computer, typewriter, phone, adding machine, and other office equipment.
Interpersonal skills to present the Credit Union in a positive way during transactions.
Basic knowledge of loans, types and purposes
Adheres to all federal, state and credit union regulations and policies.
EDUCATION AND/OR EXPERIENCE
High School Diploma
College degree and/or experience
Business School Courses Preferred