SUMMARY:
In accordance with existing procedures and systems, provides a variety of member service functions involving the greeting, assisting and directing of members or guests to appropriate divisions, receiving or distributing miscellaneous documents. Responsible for presenting and explaining a basic number of credit union products and services to members and assisting them to utilize these products and services; verifies and processes changes to existing accounts and resolves related account problems. Performs paying and receiving functions and establishes membership relationships and share accounts.
This high contact person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive and professional manner. Work will be performed at the member service reception station, teller stations, drive-thru windows, merchant stations, or member service platform stations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following job functions. Other job functions may be assigned from time to time. The job functions contained herein are intended to be supplemented by “Task Lists” which describe various individual tasks associated with each job function.
Member Service Reception Station
• Greets, assists, and directs members, vendors or visitors to the proper department or employee.
• Answers general questions relating to the credit union or assist in arrangement of appointments as necessary.
• Ensures reception station and lobby areas are neat and orderly, and forms and other display items are stocked and well maintained.
• Secures doors for opening and closing, monitors sign-in logs for member service, credit division and platform activities.
• Monitors service time frames for members and visitors in the lobby, ensuring effective communications of progress or potential delays.
• Reviews consumer loan applications to ensure completeness of required documentation.
• Escorts members out after business hours.
Teller, Drive-thru, or Merchant Stations
• Processes a variety of transactions for members including but not limited to share deposits and withdrawals, cashier’s check purchases, Visa cash advances, loan payments, service charges, share and loan transfers, transactions received through the night depository, ATM units, and CU express box, check orders, account closures, dormant account activations, account updates, and other member inquiries.
• Receives payroll deduction lists from entities, reconciles payroll listing total to check amount and posts check to appropriate member or general ledger account.
• Receives and reviews a variety of requests to include Automated Clearing House (ACH) transactions, wire transfer authorizations, stop payments for cashier’s checks, payroll deductions, and automatic transfer authorizations.
Member Service Platform Stations
• Obtain information from member or prospective member to assess their financial needs and recommend appropriate product or services such as savings, checking, term share, and individual retirement accounts, and other credit union products.
• Responds to member inquiry regarding the operation of accounts, access to services, adding or reducing service features on various accounts and credit union services, and assisting members to make the most effective use of service offerings.
• Interviews applicant to obtain personal and financial data and ensures completeness of the application for consumer loans.
• Performs other duties as might be assigned from time to time.
SUPERVISORY RESPONSIBILITIES:
None.
PERFORMANCE STANDARDS:
Greets and directs members or visitors to the credit union and provides administrative and operational support. Knowledge of all types of account ownership, account classifications, and credit union services. Performs functions, including paying and receiving functions, in an accurate and timely manner. A cooperative, positive attitude towards members and fellow employees. Displays sound interpersonal skills. The ability to service members or visitors in person and by telephone. Utilizes interpersonal skills effectively in a team environment. Displays professional attitude and appearance.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
A high school diploma or general equivalency diploma (GED) is required; plus one year related experience in administrative, member/customer service, and cash handling or any equivalent combination of formal training and/or experience which provide the necessary knowledge, skills, and abilities thereof.
LANGUAGE SKILLS:
Ability to read and comprehend simple instructions, short correspondence, and memoranda. Ability to write simple correspondence. Ability to effectively present information in one on one and small group situations to members, potential members and other employees.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS:
None
OTHER SKILLS and ABILITIES:
Ability to operate standard office equipment and tools such as postage machine, fax machine, telephones, photocopier, typewriter, and utilize appropriate versions of current computer software (e.g., Microsoft Office).
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands and fingers, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
MENTAL DEMANDS:
The mental characteristics necessary to competently perform this job include the need to routinely be persuasive, frequently be able to compare and continuously be alert, use judgment, and be patient.