Job Details

Position Summary

This position is responsible for providing a high level of quality service to every member both in person and over the phone. Provides members with timely, courteous and professional paying and receiving services, as well as responding to their needs in person. Develops a basic knowledge base of all Credit Union products, services and programs. Promotes the cross-sales and referral process. Adheres to all Credit Union policies and procedures, demonstrating sound judgement within established limits. Ensures teller and branch daily operations and maintenance transactions are completed in an accurate and efficient manner. Additionally, a Teller/ Member Contact Specialist is responsible for performing a broad variety of financial services such as resolving member inquiries, providing account information, and resolving or referring electronic services and issues. Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments. Supports and promotes the Credit Union's Vision, Mission, Culture and Core Values.

Primary Responsibilities

• Welcomes and serves members in a friendly and courteous manner, thank the member for their business and use the members name during the transaction.
• Performs various paying and receiving functions including checks, deposits, withdrawals, loan and credit card payments, cash advances, and cashier checks and money orders.
• Assists with processing mail, ATM and night drop deposits.
• Balances cash drawer daily, within specific guidelines.
• Assists with the daily opening and closing of the branch and main vault.
• Completes all transactions with a high level of accuracy and attention to detail.
• Complies with member identification procedures.
• Understands and adheres to established teller policies, procedures, and practices.
• Processes transactions within assigned limits, obtaining further authorization when necessary.
• Ensures compliance with all applicable regulatory requirements.
• Assists members with basic account inquiries and requests both in person and over the phone.
• Exercises discretion when dealing with confidential information.
• Thinks critically, empathizes with the member, and escalates issues when an equitable resolution cannot be obtained.
• Strives for first call resolution, but may require research, follow-up, and return calls.
• Provides member services such as checkbook orders, stop payments, etc.
• Provides account information and processes member requests for statement copies.
• Performs general account maintenance on member accounts, such as address changes.
• Ensures compliance with all applicable regulatory requirements.
• Maintains a proficient knowledge of all Credit Union products and services.
• Asks appropriate questions to obtain an understanding of members' needs and recommended products and services that may benefit the member and meet the Credit Union's corporate goals.
• Assists in the set-up of online banking accounts.
• Resolves or refers electronic service issues including, OLB, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
• Orders debit cards and assists members in filing debit card disputes as well as informing members of the timeframes associated with debit card claims.
• Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
• Actively works to achieve personal, departmental, and organizational sales and service goals.
• Confers with other departments to resolve member questions and concerns.
• Understands and complies with federal, state, and other rules and regulations relating to products and services.
• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.
• Develops working knowledge of Credit Union and branch operations.
• Identifies opportunities and actively refers members to appropriate personnel.
• Cooperates with other associates to ensure the smooth and efficient delivery of information.
• Quotes current deposit and loan rates to existing and prospective members.

Educational/Experience Requirements

• High school diploma or GED
• Up to six months similar or related experience including customer service and/or cash handling experience.

Qualifications

• Must be able to speak, read and write in English.
• Basic clerical skills and knowledge of general office equipment.
• Good mathematical skills and business aptitude.
• Positive, outgoing personality and a "can -do" attitude,
• Strong verbal and written communication skills.
• Good computer skills and the ability to work in Windows -based systems/Microsoft applications.
• Bilingual skills are a plus.
• Ability to work various schedules and on Saturdays.
• Ability to travel to other branches as needed.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.