Job Description:
PRIMARY FUNCTION:
The Universal Branch Representative performs the duties of both a Teller and Member Service Representative (platform). This role is vital in the delivery of an exceptional member experience while supporting branch sales and service strategies.
JOB DUTIES AND RESPONSIBILITIES:
Teller Responsibilities:
- Establishes member relationships through quality service and cross selling VACU products/services to meet member needs
- Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority
- Performs paying and receiving functions with accurate balancing and reporting, including but not limited to deposits, check cashing, loan payments, miscellaneous sales, cash advances, etc.
- Disburses cash accurately and maintains a cash drawer, balancing it daily
- Verifies and balances assigned cash drawer daily with minimal cash variances. Assists in reconciling errors or discrepancies. Maintains adequate cash and/or cash limits as required by VACU policy
- Evaluates needs of existing and prospective members and makes daily referrals to Member Service Representatives
Member Service Responsibilities:
- Responsible for opening Memberships
- Responsible for opening all types of deposit accounts
- Able to provide assistance and maintenance on all deposit and loan accounts
- Referral based lending knowledge
- Assesses each member’s financial needs to identify, cross-sell opportunities and expand relationships
- Make appropriate referrals to deepen member relationships
- Demonstrates the ability to make appropriate decisions in the best interest of VACU and the membership
- Engage members and prospective members in a professional and courteous manner in person and over the phone
- Demonstrates flexibility around the daily needs of the members and the branch
- Possesses leadership skills to properly self-manage and guide co-workers consistently
- Possesses lobby leadership skills in order to maximize exceptional member experience
- Demonstrates appropriate knowledge of all VACU policies and procedures related to the platform and teller line, including Security and Information Security
- Answers member inquiries and cross-sells products and services of the credit union when appropriate.
- Responsible for handling member transactions quickly and efficiently in a courteous manner within established policies and procedures and to identify and assist in member needs in a proficient and professional manner
- Meets member needs by maintaining appropriate knowledge of all VACU products and services
- Answers the phone and responds to member phone inquiries professionally and accurately
- Building and retaining member relationships by performing follow – up and courtesy calls to members.
- Meets expectations in all areas of teller and MSR performance documentation including service quality, operations, and sales
- Provides quality service by following all member service expectations
- Handles troubleshooting and special assignments in support of supervisor.
- Responsible for ensuring that business goals and individual member service and sales goals are consistently met.
- Responsible for delivering high quality service and needs based sales to members
- Required notary certification. Must stay informed of all notary rules and regulations.
- Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies. Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security. Report all Risk Management Policy violations in accordance with policy.
JOB QUALIFICATIONS:
Knowledge: Thorough understanding of products and services offered by financial institutions preferred
Skills: Satisfactory computer skills required.
Abilities: Positive and effective communication and public relations skills, cross-selling, problem solving and interpersonal skills. Sound judgment. Ability to handle difficult situations. Ability to handle multiple tasks. Professional appearance and manner.
Minimum Education and Experience:
- Minimum of high school diploma or equivalent.
- Some college education or business courses preferred.
- Customer/member service experience, preferably at a financial institution
- Cash handling/business experience at a financial institution
- Knowledge of TCD transaction and settlement procedures
PHYSICAL REQUIREMENTS:
This job requires the ability to sit and stand for long periods of time.
This job requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently.
