Job Description
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