Title: e-Branch Financial Services Officer
Department: Member Experience
Reports To: Retail Channels Sales Manager
Job Grade: 8
FLSA: Non-Exempt Last Modified:8/6/2025
It’s a Job … Only Better!
At UKFCU, we’re more than a Credit Union – we’re a community, and we’ve been proudly serving our members since 1937! As a rapidly growing, not-for-profit organization, we’re dedicated to making a real difference in the lives of our members and employees alike. If you’re looking for a workplace where you can grow, make an impact, and have fun while helping others, UKFCU is the place for you!
Why This Role Matters
As our E-Branch Financial Services Officer, you will serve as the primary point of contact for members utilizing our remote banking channels. This includes handling account inquiries, processing transactions, resolving account issues, and assisting members with loan applications and product selection through phone, email, chat, and other digital communication platforms. You will be responsible for ensuring that every member interaction is handled with accuracy, professionalism, and a focus on building long-term relationships. Your role will also involve identifying opportunities to deepen member engagement by recommending appropriate UKFCU products and services that support their financial goals.
What You’ll Do

EXPERIENCE & EDUCATION

• 2–5 years of similar or related lending experience.
• High school diploma or equivalent required.

SKILLS & STRENGTHS

• Excellent verbal communication, with a professional and friendly demeanor.
• Proficient in basic math and data entry, including calculations with American currency.
• Ability to analyze problems, think critically, and offer effective solutions.
• Competent in writing reports and professional correspondence.
• Comfortable working independently in a fast-paced environment.

CORE RESPONSIBILITIES

• Member Engagement & Resolution:
• Use problem-solving and critical thinking to resolve complex member issues via phone.
• Collaborate with internal departments to ensure accurate and efficient resolution.
• Provide empathetic, clear communication and guidance to members, including terms and conditions.
• Complete documentation thoroughly, including file notes, disbursements, and compliance paperwork.
• Relationship Building & Sales Support:
• Identify opportunities to expand member relationships by understanding their needs.
• Promote products and services in line with current initiatives and consumer trends.
• Maintain necessary certifications and licenses related to sales and service functions.
• Service Accuracy & Compliance:
• Verify member identity with appropriate security processes.
• Maintain accurate account records and update member data as needed.
• Follow all Credit Union policies and adhere to applicable legal and regulatory guidelines.
• Collaboration & Continuous Improvement:
• Participate in a team environment focused on continuous improvement and service excellence.
• Keep informed of industry best practices and trends to ensure quality member experience.
• Attend training, meetings, and professional development activities to enhance your skills.
  Who You Are

THIS JOB DESCRIPTION PROVIDES A GENERAL OVERVIEW OF THE RESPONSIBILITIES AND EXPECTATIONS FOR THIS ROLE. IT IS NOT A COMPREHENSIVE LIST OF TASKS, AND EMPLOYEES MAY BE ASKED TO TAKE ON ADDITIONAL DUTIES TO SUPPORT TEAM SUCCESS.

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements. (Maximum of two days remote, three days in-office). To be eligible for the program, employees must complete a minimum of 90 days of continuous, regular employment, be in good standing, and submit a formal hybrid work application prior to being eligible for hybrid work, pending supervisor approval. Work schedules will be established by the employee’s supervisor according to business needs. Working locations and schedules may be altered at management discretion