Description

Job Summary

The primary function of this position is to assist the credit union in achieving its vision to become the preferred financial service provider for all members. This is achieved by providing outstanding service to both Internal and External Members that meets the Service Promises and Standards of the credit union. A key component of this service is to identify the members’ financial needs and recommend appropriate credit union solutions.

Safeguard member information and the credit union’s vital records in a manner commensurate with the sensitivity of the information and in compliance with laws, regulations and the credit union’s information security policies, standards and procedures.

Perform a multifaceted retail role. Demonstrates the ability to work well in a team-oriented environment. Responsible for all performance functions and financial center objectives. Manages day-to-day activities of the financial center with the responsibility for the direct supervision of the entire staff. Develop staff by coaching sessions and implements plans for individual growth. Monitors both financial center and individual progress according to established goals. Solicits and identifies potential members through counter transactions and incoming telephone inquiries as well as prospecting potential members. Sells appropriate credit union products to fulfill member needs and assists in reaching its growth objectives. Responsible for ensuring financial center meets established sales and service goals set by management.

Primary Responsibilities

• Provides exceptional member service to all internal, external and potential credit union members; sets standard for financial center staff.
• Manages the financial center staff to achieve established goals.
• Builds cohesive and effective teams: Develops the staff and creates a motivating environment.
• Holds weekly meetings to communicate progress towards year-end goals.
• Sets performance standards, conducts coaching sessions, and gives clear instruction, feedback, and direction.
• Monitors performance, documents disciplinary action, and conducts performance appraisals.
• Participates in interviews for qualified candidates.
• Has the responsibility for the effective day-to-day operations and growth objectives of the financial center.
• Ensures all credit union policies, procedures, and regulations are followed.
• Schedules staff to meet members demands.
• Ensures that all staff is trained and following credit union guidelines.
•  Ensures cross training of daily routine jobs to the entire staff for efficient financial center operation.
• Solicits new business through promotions at the financial center, telephone and mail. Identifies member needs and offers appropriate credit union products.
• Serves as a mentor and role model for all staff.
• Monitors individual performance based on established financial center and individual goals.
• Interviews loan applicants, assists with applications, answers basic loan questions. Completes loan processing and communicates loan decisions.
• Represents the credit union in a courteous and professional manner. Delivers prompt, efficient, and accurate service to all members and potential members.
• Services existing members with retail credit union needs including teller transactions.

Requirements

Skill Requirements

• Goal oriented.
• Customer service skills.
• Detail oriented.
• Initiative/self-starter.
• Good judgment and common sense.
• Listening, oral, and written communications, particularly in sensitive situations.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions.
• Ability to write routine reports, procedures, and correspondence.
• Effective interpersonal skills. Ability to effectively present information in one-on-one and small group situations to members and employees of the organization.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, or schedule form e.g. Policy Tech, e-University, Paycor, Time On Demand, TMS, Lobby Tracker, LOS, etc.
• Ability to work with frequent interruptions and multi-task for absolute accuracy within time limitations. 
• Conflict resolution and time management skills are essential.
• Ability to type, operating a computer, and utilize certain function of the core computer system.

Candidate Profile

• Bright
• Verbal
• Assertive
• Approachable
• Enthusiastic
• Energetic
• Flexible

Other Requirements

• A 4-year college degree from an accredited college or university in Business, Finance, or related field plus three (3) years of similar or related experience including sales, customer service with at least one (1) year of supervisory experience. A combination of education and experience will qualify.
• Experience gained through increasingly responsible management and supervisory positions, preferred.
• Ability to travel and provide own transportation
• Must be bondable.
• Varying hours (nights, weekends, and holidays)
• Must adhere to all applicable Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Office of Foreign Assets Control (OFAC) laws and regulations.

Technical Requirements

• Microsoft Office Suite and Fax, Calculator
• Ability to read and comprehend complex instructions, correspondence, procedures, and memos.
• Knowledge of credit union core processing system 
• Loan processing through LOS system and decision making 
• Ability to write correspondence and procedures.

Physical and Environmental Demands

• The employee is occasionally required to stand, climb or balance; and stoop, kneel, crouch or crawl.
• The employee must frequently sit for long periods of time.
• The employee must frequently lift or move objects weighing up to 10 pounds and occasionally lift or move objects weighing up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The employee must frequently compute simple numbers with the use of a calculator.
• The employee must frequently copy data from reports and negotiable instruments.
• The employee must occasionally analyze data presented in order comply with local and federal regulations as well as Credit Union policy.
• The employee must frequently communicate by talking to members (both internal and external) in person and by phone.
• The employee must frequently receive auditory information by listening from members (both internal and external) in person and by phone.

Environmental Demands

• The employee must frequently work with frequent interruptions through a variety of channels including phone, chats, cases, and emails.