Job Description
Purpose: The primary function of this job is to provide outstanding service to members by promoting and selling Credit Union ... (Banking) services and products services to new and existing members and by fully using job-relevant technical skills, maintaining/updating technical skills, and seeking to enhance service skills. This position is a three-level job progression track, which requires the employee to be proficient in one or more of the following areas: 1) provide teller services to members, 2) perform back-office teller/administrative duties, and 3) provide service delivery coordination to members. Requires the employee to be proficient in a minimum of one function within the first year of employment. Position advancement will occur when an additional skill is achieved. All front-office positions are high visibility/high volume and require the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.
Required Core Position Functions
- Responsible for meeting established sales goals for WFF products and services
- Responsible for producing sales referrals for new accounts and loans as assigned
- Utilize empowerment matrix
- Follow WFF's service guidelines
- Possess thorough knowledge of all products and services
- Explain Credit Union products/services to members
- Refer members to appropriate departments as required
- Process member account inquiries and respond to member problems
- Assist in end-of-day processing
- Adhere to work environment maintenance standards
- Assist in maintaining membership records confidentially
- Notarize documents for members and staff
- Monitor lobby to identify potential security risks
- Perform specific and delegated duties as assigned by management
Essential Functions (employee must be proficient in one or more of the following three areas):
Associate Banker Function - Provide excellent member services at all times
- Process and post monetary and related transactions
- Process checks and apply appropriate holds
- Perform internal teller-related duties including identifying cross-selling opportunities and referring members to other teammates.
- Follow established cash drawer and cash handling procedures
- Reconcile/balance cash and transactions within guidelines
- Follow established security procedures
- Process night drop and mail deposits
- Ensure confidentiality of member account information
- Deter fraud whenever possible
- Responsible for resolving member inquiries and account disputes
- Activate new accounts
- Close existing accounts as needed
- Knowledge of Cash Dispensing Machine operations and balancing (if applicable)
- Responsible for compliance with Bank Secrecy Act and Credit Union procedures related to completion and filing of Currency Transaction Reports
Back-Office Associate Banker/Administrative Function - Balance branch
- Maintain vault using established procedures
- Process cash shipments (incoming, outgoing, and ordering)
- Receive and sell cash/coin
- Prepare coin/mutilated money shipments
- Balance and audit Cash Dispensing Machine (if applicable)
- Maintain reserve supplies and balance money order inventories, official/cashier's checks, and other stock as may be assigned
- Process large ATM deposits
- Balance ATM
- Process night deposit deposits, if applicable
- Assist with Branch audits
- Coach other Associate Bankers
- Train new Associate Banker and provide continual mentoring for Associate Banker trained
- Open additional savings-products using established procedures
- Cross-sell products/services when appropriate and close sales
- Provide error resolution and effectively solve complex account service issues
Service Delivery Coordination - Greet members in branch locations and determine the nature of member's business
- Ensure members receive service in a timely manner
- Demonstrate the use of service delivery systems and direct members to the appropriate delivery channels
- Display a thorough knowledge of all Credit Union products/services and explain products/services to members
- Demonstrate knowledge of Phone Service and Support Services job functions
- Demonstrate knowledge of safe deposit box procedures
- Process member account inquiries and assist members with problem resolutions
- Cross-sell additional products/services when appropriate and close sales
- Responsible for producing sales referrals for new accounts and loans as assigned
- Exhibit advanced profiling techniques
- Explain Credit Union products/services to members
- Follow established security procedures
- Discuss loan products and processes
- Explain and offer all deposit related products to members
- Provide basic IRA transactions
- Responsible for following up with members utilizing the 2.2.2. Onboarding and pipeline management process.
Job Qualifications Knowledge of: - Cash handling procedures
- Products/services
- Policies/procedures and service philosophy
- Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion)
- In-house computer system
- Regulatory understanding
Skills: - Vision: Ability to complete necessary paperwork
- Speech/Hearing: Ability to communicate verbally with staff, members, and vendors
- Manual Dexterity: Ability to perform necessary computer-related input
- Physical Mobility: Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination may require standing for long periods of time.
Ability to: - Understand/Follow moderately complex written and oral instructions
- Express oneself clearly/concisely, both orally/in writing
- Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)
- Present a professional/personable personality to reinforce WFF's professional image
- Interact with multiple departments daily
- Work within precise standardized guidelines with some latitude to take initiative
- Possess versatility/flexibility to successfully serve as a backup to other positions as required
- Possess creativity/resourcefulness to complete assigned duties without constant supervision
- Possess mental concentration to resolve basic problems, which are relatively redundant
- Keep personal work updated and accurate
- Accept limited responsibility for funds/records
- Accept responsibility for access to confidential data and member account information
Education/Experience - High school level of language, math, and reasoning skills
- Two years of work experience in a related field with equal responsibilities
- Formal training should be supplemented with continuing internal and external education and self-development programs
Job Tags
Work experience placement, Night shift,