Universal Associate Lead - Dobbins

Position Description                                                                                          

Department:         Retail Services

Reports to:            Assistant Branch Manager / Branch Manager

Supervises:            Basic Supervision of Universal Associates I & II

Skill Levels: Lead

Position Purpose                                                                                                

The primary purpose of this position is to assist Associated Credit Union in living out its Mission:  To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary purpose of the Universal Associate Lead position is to exceed member’s expectations by meeting a broad range of financial service needs. A key element in this service delivery is leading the Universal Associate team to identify the member’s financial needs and recommend an appropriate solution. This role is responsible for providing a high level of service to our members and team members. Responsible for the smooth flow of branch floor operations, resolving more complex problems, and overseeing balancing duties. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Essential Functions & Core Duties                                                                    

Set Tone For Experience and Culture

• Sets the tone for providing exceptional member service and experience by role modeling ideal performance with team.
• Leads by example to create an inclusive and professional environment where all team members are respected and diversity is valued.
• Displays a high level of integrity, trustworthiness, and professionalism at all times.
• Works together with Universal Associate team in a united way to drive toward team success. Demonstrates genuine care for every team member, taking the initiative to assist others.
• Focuses on the success of our members, team members, and community.
• Fosters a positive can-do attitude to successfully motivate team to accomplish goals and objectives by understanding and supporting the Credit Union’s yearly strategic plan and the branch’s relationship building and service objectives.
• Takes ownership and responsibility for decisions and actions made at the individual and branch levels.
• Delivers superior quality through sound execution and a commitment to continuous improvement.
• Constantly looks for ways to improve processes that will improve the member’s experience and communicate those ideas to Retail Services Management.
• Assumes responsibility for ensuring and performing efficient, effective, and professional Universal Associate operations and functions.
• Takes ownership of member service problems and ultimate resolution.

Create Raving Fans

• Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional and inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Projects a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Assists members with inquiries, requests, or problems in a friendly, respectful, courteous, and professional manner.
• Proactively seeks solutions to member service and efficiency issues. Troubleshoot online and mobile banking issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.
• Contributes to member satisfaction and retention, turning them into raving fans.

Maintain Operational Soundness

• Easily transition between jobs and responsibilities throughout the branch.
• Proficiently performs routine to basic transactions and tasks including but not limited to:
  1. Ability to perform basic to complex Universal Associate duties: processing transactions efficiently, professionally, and accurately; identifying member needs; promoting products and services; maintaining and accurately balancing cash drawers or cash recyclers; open and close all depository accounts; and provides general member service assistance. 
  2. Maintains proper cash levels and keeps cash secure at all times. Accurately balances cash drawers and cash recyclers, night drop depositories, and ATMs/ITMs. Report variations in accordance with credit union policy. 
  3. Responsible for vault duties which includes preparing and forwarding the order for cash to the cash service provider and Accounting; verify cash received; fill UA’s cash orders; maintains full vault security and balance vault cash according to Branch Cash Management procedures.
  4. Maintains an inventory of official checks, money orders, Visa gift cards, and other negotiable items.
  5. Minimizes risk of losses, including cash differences and other controllable losses. Verifies transactions, monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
  6. Assists with the opening and closing of all depository accounts including but not limited to: Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), Educational Savings Accounts (ESAs), Trusts, blocked accounts, and Accounts due to death.
  7. Assists members with questions regarding legal documents presented: Power of Attorney (POA), Payable on Death (POD), Guardianship/Conservatorship, Deceased member accounts, and other legal documents presented.
  8. Maintains confidentiality in respect to members’ account.
  9. Completes required reports and records timely and accurately (including CTRs) 
• Works together within a team environment to drive toward team success. Ensures efficient and effective branch operations by providing back-up support to the team in performing daily tasks as needed.
• Balances member service and risk management in error resolutions.
• Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems. 
• Skillfully handles and resolves difficult situation for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
• Exercises good judgement while keeping the credit union’s financial interest in mind. Understands when to escalate a problem or situation to management for resolution. 
• Reviews individual goals during periodic coaching sessions.

Generate New Business

• Proactively solicits new business through referrals and member engagement while strengthening and expanding existing member relationships.
• Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future financial needs. Provides solutions to ensure the member feels understood, informed, and confident in the credit union and products or services offered.
• Maintains an advanced knowledge of Associated Credit Union’s products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
• Basic knowledge of lending products. Evaluates the member’s need and warm transfer them to the appropriate business unit.
• Meets or exceeds personal and branch goals through member referrals and ensuring that member’s requests and questions are promptly resolved and satisfied.
• Actively participates in marketing promotions and community opportunities.

Other Duties & Responsibilities                                                                        

• Actively participates in branch huddles, individual and group coaching/training sessions.
• Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
• Maintains a professional work environment and businesslike appearance.

Qualifications                                                                                                     

Education:  A high school diploma or equivalent is required. An Associate’s Degree from an accredited college is preferred.

Experience: One to three years of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry’s Symitar – Episys or MeridianLink is a plus. Notary public preferred. Bi-lingual is desirable.

Core Competencies: 

• Leadership: the ability to bring trust, action, perspective, and focus to a team allowing the team to perform efficiently and independently. Possess a congenial attitude by being personable and tactful. 
• Member Focused:  proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. Courteous and professional member service attitude.
• Integrity:  operate with complete transparency, and hold ourselves to high ethical standards. Act in the best interest of our membership, staff, and community, even when no one is watching.
• Committed:  desire to make an impact in people’s lives. We develop relationships that make a positive difference in the financial lives of our members, team members, and community.
• Accountability:  ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties. We own, we learn, and we improve.
• Operational Soundness:  thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
• Teaming:  ability to work well with your retail team and other business units to achieve a shared goal or outcome in an effective way. Ability to relate well with others.
• Mathematics Ability:  ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.
• Communication/Interpersonal Skills:  clearly understand what the Branch Manager wants, and then articulate that to other retail team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening. Ability to read and understand documents such as policies and procedures, operating and maintenance instructions.
• Time Management:  effectively prioritizes tasks to use time efficiently and attend to a broad range of activities. Ability to manage work efficiently and effectively and manage shifting priorities and carry-on through task completion.
• Attentiveness to Detail:  demonstrates keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it. Takes thoroughness to a new level and energizes other colleagues to work carefully.
• Problem Solving:  identify problems in a timely manner, research and develop alternative solutions, and resolve problems in early stages. Must be capable of breaking problems into component parts and addressing each individual issue in order to develop an appropriate thorough solution.
• Reasoning:  ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables. 
• Technical:  ability to input and retrieve computerized information. Proficient with cash recyclers and tablet devices.

General Operational Requirements:

• Work is performed largely in a pleasant office environment.
• Ability to work a flexible work schedule including mornings, evenings, weekends, and holidays.
• May be required to travel to and from other branch locations for work or training.
• Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team. 
• Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies, equipment, and coin.

Performance Metrics                                                                                          

• Member Experience (35%)

1. Associated Credit Union brand is conveyed and maintained.
2. Driving member loyalty and ensuring members needs are met. (i.e. NPS Score, Member Effort Score, etc.)

• Possess adequate product knowledge by obtaining a score of 85 on the annual Product Knowledge Manual assessment.

1. Members' problems or questions are courteously and promptly resolved.
2. Branch engagements, referral activities, expenses, and profitability are in line with Credit Union standards.

• Account Growth (25%)

1. Membership growth by attracting new members. (i.e. New members / Accounts per branch) 
2. Member referrals and engaging new and existing members. (i.e. Referral requests per branch; Products Per Member; etc.)
3. Member churn

• Branch Optimization (25%)

1. Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards. (i.e. Teller Transaction Cycle Time; Lobby Wait Time; Number of Engagements, etc.)
2. Monies are balanced and any discrepancies promptly resolved. 
3. Responds to any audit findings for branch. (i.e. Internal Audit findings, QC findings, operational discrepancies, etc.)
4. Ensures branch security. Opens and closes the building in accordance with set hours and test security equipment quarterly.

• Talent Management (5%)

1. Celebrate successes; Catch your team doing things RIGHT.
2. Branch personnel are well trained and efficient, and their activities well-coordinated.
3. Employee churn.

• Continuing Education Program (10%)
• Staff readiness for increased responsibilities