First Financial Federal Credit Union

Job Description

• Full-time

• Part-time

• Temporary

• Telework Work Possible (if checked)

• Responding to members in a knowledgeable, friendly, positive, and professional manner
• Demonstrating excellent communication techniques for successful interactions
• Demonstrating empathy and a positive mindset
• Working to achieve a personalized and convenient member experience
• Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical

• Cash Handling, Dual Control, & Balancing
• Check Holds and Fraud prevention
• BSA & AML Regulatory Requirements

• Processes member transactions.
• Effectively utilizes features of Teller Capture in processing checks.
• Applies basic knowledge of Microsoft Office Suite.
• Ability to navigate credit union systems, key to daily functions of the position.
• Answers questions & prints documentation relative to routine inquiries.
• Consistently demonstrates a positive mindset within the branch and in all interactions
• Refers unusual requests or inquiries to appropriate staff members.
• Assists with end of day balancing procedures.
• Maintains functional work area by stocking forms, supplies, brochures, etc.
• Advises supervisor of service needed or non-functioning equipment.

• Accurately processes member applications/requests and documents in CRM; performs self-review of work.
  • Opens accounts for all share types with related services; closes accounts
  • Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with account opening
  • Performs file maintenance of data on existing accounts; adds joint owners to accounts
  • General understanding of loan products to begin participating in loan referral program
  • Completes paperwork for removing and changing joint owners of accounts
  • Issues debit and credit cards
  • Completes forms as applicable based on member request
  • Obtains instructions and inputs data for wire transfers
  • Provides notary services
  • Processes other requests of similar complexity
• Focuses on business development to retain long-term relationships by
  • Establishing rapport and serves as a valuable link between members and the credit union
  • Utilizing opportunities to deepen relationships by aligning credit union products with member needs
  • Encouraging members to recommend the Credit Union to their family members and eligible co-workers.
• Assists members in understanding account activity, answers questions, and helps to resolve concerns.
• Provides routine support to other departments.
• Assists the Marketing Department in representing the Credit Union at on-site visits.

• Seeks opportunities to advance level of responsibility.
• Demonstrates general understanding of and ability to gather appropriate paperwork for Power of Attorney review.

• Provides support for death claims.
• Assists with monitoring pending work folder and daily calendar.
• Processes complex transactions and requests along with opening special accounts
  • IRAs, Trusts, Rep Payee, Business Accounts, and corresponding documentation
• Competent in fraud prevention and detection.
• Ability to assist with report management and participates as a project team member.
• Establishes a foundation of leadership skills through
  • Self-sufficiency, maturity, and responsibility
  • Engagement as a role model for staff and as an active participant in daily operations
• Performs in the capacity of a Member Services Representative or Operations Specialist.
  • Provides phone assistance to call center and enters corresponding CRM event
  • Process member requests generated from calls or correspondence
  • Contacts members requesting additional information, clarification, or problem resolution

• Consistently demonstrates leadership skills.
• Demonstrates proficiency in cross selling and loan referral techniques.
• Takes an active role in supporting branch management including branch & ATM balancing.
• Provides peer review of completed work.
• Develops expertise in account functions, understands, and analyzes transaction data, navigates account records, file maintenance history, etc.
• Displays excellent time management skills and use of downtime.
• Demonstrates strong reasoning and decision-making skills; exercises good judgement.
• Processes remove joint requests on accounts.
• Provides overrides up to level 7 and approves wire transfers.
• Assists in the training and coaching of new FSRs.
• May serve in the capacity of vault supervisor.
• May assume the role of an Assistant Branch Manager under the supervision of a Branch Manager.