Responsible for providing a high level member experience via the lobby and telephone. Ensures members are greeted promptly and professionally served. Assists members with non-sales related request. Serves as a Teller when needed. Support the branch service and sales goals through administrative assistance for branch personnel and providing exception service to members.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the efficient, effective, and accurate performance of lobby functions.
a. Welcomes members by greeting them, in person or on the telephone, answering or referring inquiries to appropriate employees – creating a positive “first” impression to all walk-in and virtual members.
b. Maintains accurate and complete lobby logs.
c. Process and sort incoming and returned mail.
d. Serve as the point of contact for member pick-up process.
e. Assist members with basic account needs: print statements, provide balance information, order checks, assist with debit card issues including replacements, reasons for decline, reporting lost cards, redeem matured CD’s, transfer funds, complete ‘Skip a Pay’ requests, send faxes, make copies, change addresses, perform notary functions, scan ID’s, activate credit cards in Evolve.
f. Prepares new member packets with updated information.
g. Audits check orders and new accounts for accuracy. Prepares additional reports and comparisons as needed.
h. Maintain knowledge of credit union products and services.
2. Assumes responsibility for establishing and maintaining effective, professional business relations with members, area personnel and management.
Ensures that members' requests and questions are promptly resolved.
Establishes, monitors and modifies MSC work flow to ensure members have minimal wait times.
Act as a Teller on an as needed basis.
Place needed service calls for building vendors, ATM, coin machines, and other branch equipment. Be the point of contact for the vendor and ensure follow up with the appropriate department. Keep detailed records of all service dates and services performed.
Manage branch supply needs
Coordinate courier bag service pick-ups/deliveries and distribute courier envelopes to the appropriate parties.
Accept and forward all legal summons and garnishments to the appropriate department(s)
Submit travel notifications for traveling members.
Support MSC’s and managers as requested.
Provides in person, by telephone, or by mail, such information as members may authorize concerning their account status.
Maintains privacy of members’ accounts.
Complete various departmental reports.
Update the rate boards and complete rate surveys.
Ensure marketing collateral is stocked at all times.
Works at other locations as needed.
Education/Certification: High school graduate
Required KnowledgE: Basic understanding of Credit Union operations.
Skills/Abilities: Strong oral and written communication skills.
Professional appearance, dress, and attitude.
Ability to work independently and as part of a team.
Attention to detail and time management skills.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
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.
Attention To Detail
Business Relationship Management