Concierge

Concierge’s are are often the first and last impression of the credit union and provide friendly, professional, and confidential member service while minimizing wait times. They are trusted advisors and have exceptional service and sales skills to build strong relationships and loyalty. They engage with our member/guests to understand their needs and process their service requests and transactions. Our Concierge’s understand that UnitedOne Credit Union is dedicated to delivering an exceptional member experience that’s unlike any other. They model our “Fish Philosophy” principles, actively demonstrate our “Creating Member Loyalty” service and sales culture, and uphold our “United for You” service promise. They strive to exceed member expectations, while contributing to a sales environment that focuses on either closing sales that benefit the member, or referring them to the appropriate credit union employee for closing the sale. Our Concierge’s are confident and engaged team members who believe in working collaboratively to meet, or exceed, UnitedOne’s mission and strategic goals, and promote the overall success of the credit union.

• Foster and demonstrate our “Creating Member Loyalty” service and sales culture, uphold our “United for You” service promise, and “Fish Philosophy” principles to exceed member expectations and support the strategic goals of the credit union. Take great satisfaction in helping members develop lifelong relationships with us. Highly skilled at uncovering members’ needs by anticipating and recognizing financial needs in order to recommend products and services that benefit the member and build loyalty. Demonstrate strong listening skills and focus, paraphrase, and empathize with others. Determine eligibility for membership, open/close accounts, and process member inquiries. Ensure timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources. Educate, encourage, and sell members/guests on the use of alternative delivery channels including PTM’s/ATM’s, Mobile Banking/Mobile Deposit, Bill-Payer, P2P, and other ancillary systems.
• Often the first (and sometimes the last) person our members interact with when they enter the branch. Understand that UnitedOne is dedicated to delivering an exceptional member experience that’s unlike any other and take satisfaction in helping members develop lifelong relationships with us. Take great pride in maintaining a clean and professional lobby–ensuring that our member/guests are comfortable and supplies are fully stocked. Engage with our member/guests and guide them through their visit by monitoring the activity of the branch to reduce wait times and ensure service standards are met. Efficiently assist members with their accounts, service requests, and transactions while promoting our products and services and demonstrate knowledge, confidence, and accuracy. Resolve member concerns and issues promptly by following established service recovery steps. Document calls and other information in our CRM and member management systems to strengthen member relationships and increase services per member.
• Motivated, engaged, and excited to achieve goals and initiatives. Actively participate in skills practice sessions, service and sales meetings, coaching sessions, team meetings, and other opportunities to build skills and strategize methods for success. Accountable for meeting or exceeding established goals and intiatives and proactively utilizes tools and other planned activites to drive performance results. Demonstrate reliability through regular and consistent attendance, meeting deadlines, and being responsive to the needs of others.
• Minimize the risk of doing business by exercising good judgement and ensuring compliance with sound practices, work rules, policies/procedures, laws, and regulations. Protect member and credit union information/data by making confidentiality a priority. Protect the assets of the credit union by ensuring strict cash management practices are in place and adequate cash levels are maintained according to established guidelines and within insurance limits. Perform cash counts, security system testing, and other audits as required. Accountable for reporting all variances/exceptions and researching errors and concerns. Maintain personal responsibility for researching, troubleshooting and resolving member and internal inquiries. Contribute to a safe environment by regularly reviewing security/safety/robbery measures, loss prevention methods and ensuring entrance doors are unlocked at opening time and locked at closing time.
• Demonstrate an enthusiastic, positive attitude, and genuinely enjoy working with people. Foster a sense of collaboration by proactively assisting co-workers and other departments with requests and tasks as we adhere to the credit union’s mission and strategic goals. Monitors branch activity by actively using telephone and lobby queues to minimize wait times and ensure goals and service standards are met. Utilize strong interpersonal skills to work effectively and diplomatically with a diverse group of individuals in various degrees of sensitive, confidential, and sometimes stressful situations.
• Cultivate community awareness and support the credit union’s community involvement and business development efforts. Be an active member of the community by volunteering and participating in community events on behalf of UnitedOne Credit Union.

The above list of duties is not meant to be all inclusive, and other duties may be assigned, as necessary.

Experience

• Must demonstrate exceptional service and sales skills that provide value to our members. Cash handling and customer service experience is preferred. Must maintain confidentiality and be meticulous, security conscious, and pay close attention to details. Must possess basic math skills, the ability to post transactions accurately, and balance proficiently. Must be familiar with basic computer software programs.

Education/Certifications/Licenses

• High school degree or GED required.

Interpersonal Skills

• Must possess an enthusiastic, positive attitude, and genuinely enjoy working with people. Must demonstrate exceptional communication and listening skills in a professional businesslike demeanor. Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions. Must be versatile, flexible, and willing to work within constantly changing priorities.

Other Skills

• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Must create and maintain a clean, neat, pleasant work environment by maintaining a professional appearance (i.e. dress, posture, attitude, etc.) positive outlook and behavior towards internal and external members.

ADA Requirements

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs on occasion. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including PTM, telephone, copier, facsimile, and calculator.Must be able to stand for long periods of time. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. This position also includes going outdoors periodically to fill and maintain financial equipment.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to use basic math skills and spell accurately up to a high school graduate level. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

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