Purpose: The primary function of this job is to provide outstanding service to members by promoting and selling Credit Union … (Banking) services and products services to new and existing members and by fully using job-relevant technical skills, maintaining/updating technical skills, and seeking to enhance service skills. This position is a three-level job progression track, which requires the employee to be proficient in one or more of the following areas: 1) provide teller services to members, 2) perform back-office teller/administrative duties, and 3) provide service delivery coordination to members. Requires the employee to be proficient in a minimum of one function within the first year of employment. Position advancement will occur when an additional skill is achieved. All front-office positions are high visibility/high volume and require the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.

Required Core Position Functions

• Responsible for meeting established sales goals for WFF products and services
• Responsible for producing sales referrals for new accounts and loans as assigned
• Utilize empowerment matrix
• Follow WFF’s service guidelines
• Possess thorough knowledge of all products and services
• Explain Credit Union products/services to members
• Refer members to appropriate departments as required
• Process member account inquiries and respond to member problems
• Assist in end-of-day processing
• Adhere to work environment maintenance standards
• Assist in maintaining membership records confidentially
• Notarize documents for members and staff
• Monitor lobby to identify potential security risk
• Perform specific and delegated duties as assigned by management

Essential Functions (employee must be proficient in one or more of the following three areas):

Associate Banker Function

• Provide excellent member services at all times
• Process and post monetary and related transactions
• Process checks and apply appropriate holds
• Perform internal teller-related duties including identifying cross-selling opportunities and referring members to other teammates.
• Follow established cash drawer and cash handling procedures
• Reconcile/balance cash and transactions within guidelines
• Follow established security procedure
• Process night drop and mail deposits
• Ensure confidentiality of member account information
• Deter fraud whenever possible
• Responsible for resolving member inquiries and account disputes
• Activate new accounts
• Close existing accounts as needed
• Knowledge of Cash Dispensing Machine operations and balancing (if applicable)
• Responsible for compliance with Bank Secrecy Act and Credit Union procedures related to completion and filing of Currency Transaction Reports

Back-Office Associate Banker/Administrative Function

• Balance branch
• Maintain vault using established procedures
• Process cash shipments (incoming, outgoing, and ordering)
• Receive and sell cash/coin
• Prepare coin/mutilated money shipments
• Balance and audit Cash Dispensing Machine (if applicable)
• Maintain reserve supplies and balance money order inventories, official/cashier’s checks, and other stock as may be assigned
• Process large ATM deposits
• Balance ATM
• Process night depository deposits, if applicable
• Assist with Branch audits
• Coach other Associate Bankers
• Train new Associate Banker and provide continual mentoring for Associate Banker trained
• Open additional savings-products using established procedures
• Cross-sell products/services when appropriate and close sales
• Provide error resolution and effectively solve complex account service issues

Service Delivery Coordination

• Greet members in branch locations and determine the nature of member’s business
• Ensure members receive service in a timely manner
• Demonstrate the use of service delivery systems and direct members to the appropriate delivery channels
• Display a thorough knowledge of all Credit Union products/services and explain products/services to members
• Demonstrate knowledge of Phone Service and Support Services job functions
• Demonstrate knowledge of safe deposit box procedures
• Process member account inquiries and assist members with problem resolutions
• Cross-sell additional products/services when appropriate and close sales
• Responsible for producing sales referrals for new accounts and loans as assigned
• Exhibit advanced profiling techniques
• Explain Credit Union products/services to members
• Follow established security procedures
• Discuss loan products and processes 
• Explain and offer all deposit related products to members
• Provide basic IRA transactions
• Responsible for following up with members utilizing the 2.2.2. Onboarding and pipeline management process.

 
Job Qualifications 

Knowledge of:

• Cash handling procedures
• Products/services
• Policies/procedures and service philosophy
• Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion) 
• In-house computer system
• Regulatory understanding

Skills:

• Vision: Ability to complete necessary paperwork
• Speech/Hearing: Ability to communicate verbally with staff, members, and vendors
• Manual Dexterity: Ability to perform necessary computer-related input

Physical Mobility: Requires significant finger manipulation, hand-arm manipulation, hand/arm steadiness, eye/hand/foot coordination, limb movement without visual control, hand/ear coordination may require standing for long periods of time
Ability to:

• Understand/Follow moderately complex written and oral instructions
• Express oneself clearly/concisely, both orally/in writing
• Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)
• Present a professional/personable personality to reinforce WFF's professional image
• Interact with multiple departments daily
• Work within precise standardized guidelines with some latitude to take initiative
• Possess versatility/flexibility to successfully serve as a back up to other positions as required
• Possess creativity/resourcefulness to complete assigned duties without constant supervision
• Possess mental concentration to resolve basic problems, which are relatively redundant
• Keep personal work updated and accurate
• Accept limited responsibility for funds/records

Accept responsibility for access to confidential data and member account information

Education/Experience 

• High school level of language, math, and reasoning skills
• Two years’ experience in a related field with equal responsibilities
• Formal training should be supplemented with continuing internal and external education and self-development programs

Language

• Ability to speak French/Creole is a plus