Job description

POSITION PURPOSE

The Branch Concierge is responsible for managing and directing branch traffic flow, proactively engaging members, and bringing the Carter Brand to life. This role identifies service and product needs. This role acts as the first touch point and is expected to assist and provide members with their inquiries in an accurate, professional, and timely manner. The role is expected to provide members and potential members with an exceptional experience during the visit.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

(Primary or most important functions performed in this position in order of priority.)

• Manages lobby traffic as well as assisting members with ITM transactions and the internet café
• Creates an outstanding experience through great conversations with members and potential members. Greets internal and external members with prompt, efficient courteous and professional service
• Maintains the lobby area and ensures supplies are adequately stocked.
• Ensure member areas are actively utilized, functional, clean, and well organized.
• Demonstrates comprehensive knowledge of and educates members on self-serve conveniences including online banking, bill pay, ITMs, mobile deposit, etc.
• Assists members with non-lending products and services offered by Carter Credit Union. These include but not limited to checking, savings, money market, CDs, IRAs, bill pay, all gift/travel cards, safe deposit boxes and debit cards.
• Identifies member's spoken and unspoken needs. Effectively recommends appropriate products and services to meet those needs.
• Initiative to develop and apply sales and service skills
• Ability to serve as the Safe Deposit Box Custodian, handle inquires and help members access boxes
• Ability to assist members with their accounts on the lobby iPads.
• Maintains a thorough knowledge of all primary deposit and lending products and services. Cross-sell products and educate members on the use of remote services.
• Ability to assist in balancing the ITMs.
• Ability to assist with night drop deposits and vault verifications.
• Interact with diverse members and colleagues
• Work in a busy, commercial and target-driven environment
• Assist in any area as directed by supervisor
• Seek opportunities to enhance skills and value to the credit union and make suggestions for improvement.
• Have a working knowledge and understanding of CFCU’s operational policies and procedures, bylaws, organization and philosophy.
• QUALIFICATIONS

EDUCATION/CERTIFICATION:

High school diploma or the equivalent.

REQUIRED KNOWLEDGE:

Knowledge of credit union products and services to engage conversations with members.

EXPERIENCE REQUIRED:

Minimum 1-2 years working customer service or sales experience

SKILLS/ABILITIES:

Excellent verbal and written communication skills to effectively communicate in the English language; ability to exercise confidentiality and good judgement

Excellent interpersonal skills, ability to analyze and identify member needs, and the ability to handle multiple tasks

Willingness to be observed, coached and trained

Ability to work effectively in a team environment'
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Work Remotely

• No

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)
• working in a bank or credit union: 1 year (Required)

Work Location: In person