Description

This job positing will close to applicants on 4/2/2024

Rivermark offers a $1.00 per hour differential to employees who are able to assist our Spanish and American Sign Language Speaking members.

Rivermark offers 100% employer paid medical/dental and optional vision insurance for employees. We also offer a 401(k) retirement savings plan. Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.

Summary

Engages members and educates them about Rivermark’s products and services. Provides service and support to members by handling requests that are sometimes routine in nature. Seeks out opportunities to provide members with new or underutilized products and services.

Primary Duties & Responsibilities

1. Supports the Credit Union by working at various locations and performing the duties of a Teller, Account Officer, Member Solutions Specialist, Virtual MSR and/or Interactive Solutions Specialist. Reports to location assigned by Floating Operations Manager when floating support is not required.
2. Provides exceptional member service including making eye contact, welcoming and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice.
3. Monitors lobby traffic to ensure members are being helped in a timely and welcoming manner.
4. Consistently establishes rapport, explain solutions, define needs and recommend action during each member interaction.
5. Assists members with financial transactions in an efficient, confidential and professional manner, including, but not limited to deposits, withdrawals, transfers, member account maintenance, account holds and opening certificates and savings accounts.
6. Processes loan requests from all channels. Interviews for additional loan options, complies with loan policies and procedures and utilizes loan processors for documents and funding loans. Actively cross-sells Credit Union products and services throughout the loan process.
7. Completes onboarding activities for all new members and/or loans.
8. Takes complete ownership of every interaction whether it requires a call back, extended research or assistance from other teams until complete.
9. Assists members using the Personal Teller Kiosks (PTKs). Educates members to make them comfortable and competent using the interactive technology. Assumes responsibility for the efficient, accurate, confidential and professional performance of teller functions processed via the PTKs.
10. Possesses override capabilities and increased transaction limits.
11. Assists members with online banking issues and offers other technical assistance regarding electronic devices. Resets passwords, challenge questions and PINs for members according to procedures.
12. Observes all operations processes and procedures and provides feedback to the Floating Operations Manager regarding possible efficiencies and/or inconsistencies.
13. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Balances member interactions via multiple PTKs.
14. Acts as a leader in sales, product knowledge, member solutions and work ethic.
15. Actively participates in personal performance coaching sessions with management team.
16. Follows the Credit Union’s written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses.
17. Continuously improves individual level of competency through training and development via established educational programs.
18. Skillfully handles and resolves difficult member situations for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
19. Makes follow-up calls or emails to members regarding promotions, products and services.
20. Responds to member documentation requests as requested.
21. Seeks ways to streamline work processes and continuously improve the Credit Union.

Supervisory Responsibility

This position has no direct supervisory responsibility.

Interpersonal Contacts

Continuous contact with members. Frequent contact with employees.

Travel

Frequent local and out-of-area travel, when required to provide staffing assistance to various locations.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

Qualifications