+-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | | +-----------------------------------------------------------------------+ | Position: Service Representative | | | | Reports To:Branch Manager, Float Team Manager | | Position Type:Non-Exempt | | Manages:None | | | | POSITION SUMMARY | | Identifies opportunities to service our membership through daily | | conversations and referrals. Executes elevated levels of | | professionalism by building rapport and emphasizing accuracy every | | day. Evaluates productivity by understanding the business impact of | | the results that are generated and the decisions that are made. | | Connects the membership with the 3Rivers team by assisting in problem | | resolution and using effective communication. | | | | PERFORMANCE STANDARDS | | | | What does this position do? | | Strengthens existing member relationships and establishes new | | memberships by uncovering money matter needs through outstanding | | service. | | | | Who does this position work with to get the job done? | | Supports the branch and Team3 by being a committed team player. | | Provides flexible and responsive support to member requests by | | leveraging internal resources as needed. | | | | What does the work from this position produce or generate? | | Service Representatives are the face of the Credit Union.They define | | the member experience by providing outstanding service through | | accurate transactions and professional conversations. Demonstrates a | | basic knowledge of our products and services to uncover financial | | needs. | | | | What is the impact of this position? | | Service Representatives have the greatest ability to impact Net | | Promoter by making every interaction count and providing great | | service one member at a time. This position impacts the Measures That | | Matter by maximizing member loyalty and satisfaction results through | | consistency in service and conversations. | | | | How adaptable and flexible does this position need to be for | | 3Rivers? | | Must be prepared to handle ever-changing member needs in a | | constantly-changing and sometimes stressful environment.Can rebound | | quickly when things dont go according to plan.Appropriately accesses | | resources to consistently achieve the service level standards while | | making productive and effective decisions. | | | | ACTIVITY and 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, phone, calculator, and other office | | equipment. | | Interpersonal skills to present the Credit Union in a positive way | | during transactions. | | | | EDUCATION AND/OR EXPERIENCE | | High School diploma or equivalent | | College degree and/or sales experience, preferred | +-----------------------------------------------------------------------+