Reports To:   Branch Manager                                            

Effective Date:                01/12/2021

Primary Function:

Welcome members to the Credit Union, and deliver excellent service by identifying member needs and financial solutions.  Accept consumer loan applications, process transactions, and account changes according to member requests and Credit Union policies and procedures.

Major Duties and Responsibilities

1. Welcome members to the Credit Union and thank them for their business.
2. Deliver products and services to meet members’ financial needs.
3. Provide members with the most recent accurate information about the features and benefits.
4. Open member accounts and process transactions.
5. Process consumer loan applications.
6. Provide back up to teller function as needed.
7. Understand and describe the purpose of the Bank Secrecy Act (BSA), Anti Money Laundering, and Office of Foreign Asset Control policy (OFAC). Identify the BSA Administrator and responsibilities. Complete annual BSA training. Know where to find the BSA policies, procedures, and forms.
8. Responsible for processing member information and transactions consistent with BSA policy and procedures. Understand the regulatory requirements and the internal BSA/AML policies, procedures, and processes. Understand and describe; Suspicious Activity Report (SAR), Currency Transaction Report (CTR), Customer Due Diligence policy (CDD), and Office of Foreign Asset Control policy (OFAC). Complete and file appropriate forms in a timely manner; Suspicious Activity Report, Currency Transaction Report, Document CRM consistently as directed by operational procedures.
9. Process accurate and efficient account transactions and maintenance.
10. Create and review all daily and monthly department reports ensuring timeliness and accuracy.

Skills, Knowledge, and Ability

• Know all features and benefits of the Credit Union's products and services.
• Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion.
• Working knowledge and proficiency of Credit Union's computer systems (FSP, CRM, etc.)
• Working knowledge of state and federal consumer lending regulations.
• Ability to understand and follow minimally complex written and oral instructions.

• Ability to serve as backup to other branch representatives.

Behavioral Model; What activities are involved.

a)      Communicate clearly and effectively in verbal and written format with members and employees.

b)      Process transfers and disburse cash or check share withdrawals requested in person, by telephone or by mail.

c)   Prepare and maintain member and loan files, confidential records and reports.

d)   Analyze member information and financial data, relevant facts and develop solutions.

e)   Assess needs of multiple members and prioritize requests ensuring highest quality    service possible.

f)    Processes member information and transactions consistent with BSA procedures.

 g)   Exercise judgment under moderate supervision to interpret, act upon and handle daily routine.

Outcomes; The expected results, goals, and objectives.

1. Individual goals for productivity and accuracy are achieved.
2. Cash drawer balances daily.
3. Ensure the confidentiality and security of credit union and member information being processed.
4. Service Excellence goals are achieved.

1. Ensure the confidentiality and security of CU and member information being processed.
2. All work performed conforms to Credit Union guidelines and standards.
3. Perform other duties as may be assigned by Branch Manager.

Education and Experience

Job requires a high school education level of language, math and reasoning skills and two years experience, or an equivalent combination of education and/or work experience.  Formal position training should be supplemented with continuing education.  This is a non-exempt position.

Physical Requirements

iTHINK Financial CU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.  The following list outlines the physical considerations that are normally encountered in this job.

• Vision:  Ability to complete necessary paperwork and verify signatures and proper completion of documents by members
• Speech/Hearing:  Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity:  Ability to perform necessary computer-related input.
• Physical Mobility:  Limited mobility required.  Requires the ability to work flexible hours and overtime as required.

Work Environment/Physical Activities

Ability to work in fast-paced environment. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily.  Work creates moderate stress during certain periods during daily routine.  Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member contact on a continual basis.

Notice:  This job description is not intended to be, nor should it be construed as, a contract for employment.  iTHINK Financial CU makes no guarantee of permanent employment.  This job description is to be used as a guideline to give you an understanding of what the Credit Union has defined this position to be.  iTHINK Financial CU is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or member service.  iTHINK Financial CU is an Equal Opportunity Employer.