New Account Specialist

The New Account Specialist reviews new membership applications through virtual sources and validates regulation requirements to obtain complete and accurate documentation to qualify membership following policy and procedures. Performs tasks varying from additional accounts, transactions, account maintenance and H.S.A./I.R.A. maintenance. Serves membership through the new account and member service call queues including but not limited to, member transactions through inbound calls, problem resolution, cross selling needs-based products and services and transfers to correct area of expertise in other departments. Also, fills in where needed in the member service area of the eBranch.

Essential Duties And Responsibilities

Must effectively carry out the essential duties and responsibilities of this position in a manner that consistently demonstrates Sun Federal’s mission and core values in a positive manner. Other duties may be assigned.

1. The New Account Specialist is directly responsible for the following:
   1. Actively participates in the eMSR and new accounts and member service call queues for inbound member calls.
   2. Opens new member accounts, checking accounts, secondary savings accounts and certificates over electronic communication (online, email, phone and or fax).
   3. Follows up with new members as identified within new account opening procedures.
   4. Accurately completes an array of transactions for members through multiple programs.
   5. Manages member needs through various virtual communication sources.
   6. Opens and performs transactions on Individual Retirement Accounts (IRA) and Health Savings Accounts (HSA) over electronic communication (online, email, phone and or fax).
   7. Cross-sells and refers members to consumer or mortgage loan officers, Wealth Management or other business partners based on member needs over electronic communication (online, email, phone and or fax).
   8. Transfers member calls, emails and other virtual interactions to appropriate departments by understanding members initial needs.
   9. Supports the iMSR and eCLO teams with member demand through the Teller system and the new account and member service call queues.
   10. Supports the eBranch and credit union’s business plan initiatives as assigned, which includes executing Member outreach effort calls to members.
2. Assumes responsibility to develop and maintain quality member relationships.
   1. Provides personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations and deepen relationships.
   2. Maintains a high degree of knowledge in all credit union programs, ensuring quality service and accuracy.
   3. Acts in the member’s best interest; consistently educates members about their financial choices including convenience service options.
   4. Participates in attainment of eBranch goals.
   5. Displays sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.
   6. Consistently meets CML & established service behavior standards.
3. Assumes responsibility for the efficient, effective and accurate performance of member service functions.
   1. Presents and explains Credit Union services and products to members.
   2. Actively participates in Branch goals and achieves individual goals as assigned. Makes assigned outbound calls as directed.
   3. Takes ownership of problems, shows empathy and follows up appropriately. Utilizes member feedback to enhance service quality, creates equitable solutions and increases member loyalty.
   4. Executes areas of the eBranch Cross Training Matrix as directed by management.
   5. Ensures that work area is clean, secure and well maintained. Assists with branch/department presentation.
   6. Keeps manager informed of area activities and significant problems.
   7. Refers members to Collections department, as necessary.
   8. May be responsible for:
      1. acting as the eBranch Marketing Liaison which includes keeping materials and staff up to date on current marketing promotions.
      2. completing IRA/HSA and Education transactions, including but not limited to, deposits, withdrawals, transfers and account maintenance.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.

Education/Certification: High school graduate or equivalent.

Required Knowledge: Thorough knowledge of member services and products.
Understanding of member bookkeeping, new account opening, consumer lending procedures and all self-service products.

Experience Required: Three to five years of experience in a Financial Institution and/or customer service.

Skills/Abilities: Excellent communication and public relations skills. Displays a professional image and behaviors that promote Sun Federal’s brand and culture. Demonstrated ability to provide remarkable members service and staff support. Demonstrated ability to work under and meet deadlines; and able to work with multiple priorities. Excellent multitasking skills.

Strong PC skills with the ability to use and instruct others on Microsoft Windows, Word, Excel, Outlook and the credit union’s core system. Proven teamwork skills. Must be fluent in English with excellent written and verbal communication skills. Demonstrated analytical, accuracy and problem-solving skills within a retail environment. Strong interpersonal and administrative skills.

Physical Activities And Requirements

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects or pinching fingers together.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Working Conditions: No hazardous or significantly unpleasant conditions (such as in a typical office). Ability to handle stressful situations as they occur.

Activities And Requirements

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Mathematics Ability: Ability to perform basic math skills and to use decimals to compute ratios and percent, and to draw and interpret graphs.

Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation and use adjectives and adverbs.

Ability to communicate in complex sentences, using normal word order with present and past tenses and using good vocabulary.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.