Description

General Summary of Duties:

Provides quality service to internal and external members’ in-person and over the telephone. Performs all duties assigned to the teller and member services areas according to established policies and procedures.

Essential Functions and Other Responsibilities:

1. Provide prompt and courteous service to all internal/external customers/members in-person and on the telephone. Accurately answer all inquiries regarding SCU products/services. Professionally problem-solve and resolve all complaints or refer for assistance as needed. 
2. Maintain working knowledge of and aggressively promote credit union products/services at every opportunity, to include completing outbound calls, making referrals that result in new services to new/existing members. Complete Sales Plus logs.
3. Perform duties necessary to order and maintain department office supplies and supplies in individual work area. Prepare workstation daily and keep workstation organized. Process mail distribution (incoming/outgoing).
4. Conduct all work in a safe and healthful manner. Perform as part of a team and assist other employees/departments as needed. Train/mentor other credit union employees as directed. Maintain update of work status to supervisor as required. 
5. Maintain the security of all codes, procedures, and other items related to office security. Place documents that need to be shredded in the proper place for shredding. Maintain knowledge of and follow the established process for key control and security. Open/close office by disarming/arming alarms, as established procedures require. 
6. Balance daily. Perform operational duties and troubleshoot problems with department equipment. Report errors, abnormalities, and out of balance conditions to supervisor immediately. Correct all out of balance conditions as applicable. Process end of day voucher and office closing procedures.
7. Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down. 
8. Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, BSA, and OFAC. 
9. Prepare reports, file, make photocopies/scans, and scan signature cards as required and assigned. Create new Excel reports and maintain current.
10. Backup the duties of the head employee, and/or other functions as assigned by management. 
11. Perform all member service related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust, setup ACH, chargebacks, NSFs, and balance transfer requests on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; safe deposit applications and member access; process and issue direct/indirect loans, storage waivers; mortgage/home equity preliminary applications; process all payroll requests and changes; wire transfers; skip-a-payments; and all member account related file maintenance requests according to procedures.
12. Maintain working knowledge of; lending policy, loan approval guidelines, and other related laws and/or regulations; NADA values/resources; and HMDA. 
13. Aggressively promote and sell the CUNA Mutual Lender Development Program to credit union members. Calculate loan term, rate, amount financed, and payment amount with all eligible insurance coverages. Assist members with Credit Life and Disability claims. 
14. Perform duties of membership officer as assigned and according to procedures.
15. Perform duties to; unlock/lock entrance doors; schedule/assume responsibility for member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; clean loan files; keep loan vault in order; review security title and tracking exception report; process CPI and handle follow-up issues; loan verifications; youth program related activities; handle UPS/Fedex in/out and other office deliveries; and department assigned side jobs.
16. Perform Indirect lending related duties to include; supply dealers with loan documents; mail out appropriate letters to members who receive Indirect loans; keep management informed of dealer, F&I, and personnel changes; update Indirect dealer signature cards; inform dealer of rate changes and holiday closings; fax approval with requirements to dealers; process loan denials and ensure members are properly notified; and pay dealer fees.
17. Perform all teller related duties, including but not limited to; balance cash drawer, checks received, TCDs, and other miscellaneous items; process member deposits, payments, withdrawals, check cashing, mail requests; payroll changes, cashier checks, Visa/MasterCard cash advances, money orders, gift cards and other promotional items; scan checks and balance Check 21; open/close check printer and money order machine; opening/closing of sub-accounts; member deposit verifications. 
18. Maintain updated brochures in lobby; supply of brochures and ensure they are up-to-date; verify cashier check log; process electronic services and EFT applications; process stop payments, copies, and orders; process night drop-box or in-office drop box transactions; and perform all member acknowledgement desk related duties. 

NOTE: The list of essential functions is not limited. It may be supplemented as necessary from time to time.

Standards:

Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; use Service/Sales plus skills at all times; meet all cross-sell and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion. 

Core Competencies:

• Reasoning: apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form.
• Math: add, subtract, multiply, and divide all units of measure. Perform the four operations with like common and decimal fractions. Compute ratio, rate, and percent. Draw and interpret bar graphs. Perform arithmetic operations involving all American monetary units.
• Language – read a variety of books and magazines. Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech. Speak before an audience with poise, voice control, and confidence, using correct English and well-modulated voice.

Position Specific Competencies:

• Must have good keyboard skills.
• Must have good numerical, clerical, and communication skills.
• Must have good customer service skills and cross-selling ability.
• Must have the ability to work effectively with management and other staff. 
• Must have the ability to deal effectively with people, and promote a team environment. 

Requirements

Minimum Qualifications:

Education: A high school diploma or equivalent.

Experience: Previous cash handling and customer service experience desired.

Licenses/Certifications: Must attain all required licenses and/or certifications to perform duties of position.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.