Description

Responsible for creating exceptional member experiences by developing positive relationships with members, potential members and SLFCU team members. Exhibiting the Credit Union’s core values to enhance membership growth and loyalty while meeting the member’s financial needs. Effectively analyzes all available information to identify needs and recommend the best products and services in order to exceed member expectations. Build trust through every interaction.

Job Duties:

Provide a superior member experience by:

• Learning about members, actively listening to them, and understanding their situations
• Educating members and non-members on the ways that SLFCU can help them reach financial fitness
• Provide meaningful, focused, and ethical lending and deposit solutions
• Perform advanced frontline transactions and requests such as wire transactions, and disputes
• Continuously enhancing your knowledge regarding financial services, products, trends, and the credit union industry
• Sharing your ideas and knowledge on efficient and effective processes, practices, and business opportunities
• Contributing to a culture of trust, service, and excellence
• Exhibiting excitement, passion, and urgency for helping members and reaching goals

Assists members with any of the following:

• Opening, closing and maintaining accounts
• Safe deposit boxes, including new box rentals and close outs of existing rentals
• Credit card, loan and bill payments
• Direct deposits and payroll distributions
• Share draft orders, stop payments and statement copies
• Certificates of deposit
• ATM/check card orders and pin numbers
• Notary services

Additional duties include:

• Receive and process various transactions and answer member account inquiries. Post transactions to member account and maintain member records
• Balance cash drawer and other transactions correctly and according to standard operating procedures
• Contribute to a productive, team-oriented work environment while meeting all established goals and metrics, and operating within the Credit Union’s core values.
• Exceed members’ expectations through efficient, proactive and accurate service to ensure superior member service via a variety of delivery channels.
• Recognize and act upon potential membership and service opportunities to promote membership growth and loyalty.
• Uphold the Credit Union’s compliance with the Bank Secrecy Act (BSA), which includes compliance with the Customer Identification Program and anti-money laundering policies and procedures.
• Report unusual or suspicious activity in writing to the Risk, Legal and Compliance Department.
• Complete Currency Transaction Reports (CTRs) and submit to the designated internal department for quality control in a proper and timely manner.
• Develop and maintain up to date and thorough knowledge of branch policies, procedures, systems and processes.
• Ensure member and Credit Union information is treated with utmost confidence and security, including adherence to member identification and shred procedures, to support the Credit Union’s core purpose of being the member’s trusted partner.
• Observe and communicate in a timely manner all potential risks to ensure the safety and security of the members, employees and branch.
• Complete annual BSA and OFAC training.
• Perform other related duties as assigned.

Requirements

Experience and Knowledge:

• Minimum one-year customer service experience. Prior financial institution experience (particularly as a teller) hospitality, restaurant or retail sales experience preferred.
• Ability to become thoroughly knowledgeable of Credit Union products and services, features, and benefits.
• Demonstrated and documented successful sales skills and a willingness and ability to apply those skills on the job through incoming member calls and outbound follow-up calls.
• Proficient with the use of personal computer applications. Demonstrates ability to learn and effectively utilize in-house programs and third-party software. Takes the initiative to develop further proficiency beyond what is trained.

Education:

• High school diploma or GED equivalent.
• Demonstrated and documented successful initiative for developing skills and career advancement through the training and education and continually improve job competencies and service attributes in order to add value to the organization and its members

Interpersonal Skills:

• Possesses exceptional interpersonal skills. Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Ability to handle difficult situations and persons in a positive and professional manner.
• Demonstrate reliability and responsibility in the completion of assignments.
• Ability to formulate creative solutions that strengthen the Credit Union’s relationship with members.
• Remains flexible to meet the needs of the organization and membership.
• Functions effectively within a team environment.

Communication:

• Demonstrates strong verbal/written communication skills.
• Ability to explain financial concepts, policies and procedures clearly and succinctly to others.
• Actively engage in the two-way exchange of information. Utilize the appropriate communication channel and maintain an open frame of mind to understand and to be understood. Offer feedback in a positive manner.

Other Skills:

• Demonstrated ability to ensure that documentation produced is accurate and meets all organizational guidelines and policies.
• Exhibits exceptional problem-solving skills; identifies and resolves problems in a timely manner and gathers/analyzes information skillfully.
• Maintains high standards in accuracy, adaptability, judgment and initiative.
• Demonstrates excellent organizational and time management skills; able to handle/prioritize multiple tasks effectively.