Floating Account Manager/Teller

POSITION SUMMARY: This position is responsible for providing extraordinary service to members and prospective members; for traveling to other branches to cover for staff; for opening new deposit and loan accounts; for cross-selling credit union services; for accurately processing new deposit accounts and loans; for accurately and courteously processing member transactions; for accurately processing work and maintaining accurate cash and transaction records; and for performing variety of branch and administrative duties as assigned.

KEY RESPONSIBILITIES:

Member service:

• Greet and welcome members and visitors to the credit union in a courteous, professional and timely manner. Provide prompt, courteous and efficient service to members. Provide in-person and by-telephone general and specific service-related information concerning credit union services or policies.
• Process member transactions including, but not limited to transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members, all according to established procedures. Comply with all credit union and branch policies and procedures concerning member transactions.
• Process member mail transactions and night depository transactions.
• Respond to member inquiries and resolve member account problems; refer to appropriate personnel as appropriate. Assist other team members with more complex questions or problems as appropriate. Act as liaison between member and other departments as necessary to address account issues.
• Respond to phone, email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service and information.
• Assist members in balancing their accounts.
• Assist members with the proper completion of payroll deduction, direct deposit, stop payment, cash advance, and check orders.
• Respond to Debit/ATM Card inquiries and process Debit/ATM card orders.
• Maintain up-to-date knowledge on all policies and procedures, rules and regulations for the branch, including robbery procedures and Bank Secrecy Act/AML/OFAC procedures.

New deposit and loan accounts:

• Interact with members as necessary to facilitate member service or to resolve problems.
• Establish new deposit accounts, according to established NUFCU policy and procedures; meet or exceed established standards for member service. Organize all required account documentation and provide members with all necessary information for membership.

New deposit and loan accounts, continued:

• Establish new business accounts, according to established NUFCU policy and procedures; meet or exceed established objectives for dollar volumes in new business accounts; meet or exceed established standards for member service.
• Assist members with more complex deposit and loan transactions; refer members to other credit union specialists as appropriate.
• Assist members in opening individual retirement accounts.
• Conduct orientation interviews on credit union services and programs with each new credit union member.
• Originate all types of consumer loans, according to established NUFCU policy and procedures; meet or exceed established objectives for dollar volumes in loan originations.
• Provide high quality member service throughout the loan origination process. Interview and counsel loan members, matching the financing needs of the member to the various loan programs offered by the credit union. Complete loan applications over the phone, in branch and/or electronically; obtain all of the necessary documentation to review and make the loan decision. Respond in a professional manner to questions regarding rates, policies and practices of the credit union relative to consumer lending.
• Obtain required documentation such as verifications. Review and analyze the loan application and all related documentation on the borrower(s) and, where applicable, the property or other collateral.
• Determine appropriate loan structure and terms/conditions and approve loans within the limits of lending authority; refer larger, qualified loans to the Loan Manager with a recommendation for approval.
• When a loan is denied, explain reasons for denial in a professional, courteous manner. Work with member to provide recommendations or alternative options for other possible ways to secure a loan in the future.
• Close and disburse all loans according to established policy and procedures and input the loans onto the credit union’s systems once loan documents have been signed by the member.
• Maintain a filing system and procedures to monitor that the required documentation is received and maintained appropriately and according to policies and procedures.
• Maintain up-to-date knowledge on all policies and procedures, rules and compliance regulations for the lending function.

Cross-sell credit union products/services:

• Maintain up-to-date and comprehensive knowledge of current NUFCU products and services.
• Actively talk to members and listen for “cues and clues” to determine needs; conduct orientation interviews on credit union services and programs with each new credit union member to ensure all of their needs are met. Respond to member inquiries and evaluate their needs; suggest credit union products/services to members to meet their needs.
• Promote, explain, and cross-sell all credit union services such as residential mortgage loans, consumer loans, home equity loans, credit cards, share certificates, online banking, bill payment and IRAs.
• Identify prospective new credit union members; look for opportunities to actively solicit new business for the credit union.
• Follow-up with new members, including cross-sale of new products and family accounts.
• Receive inbound phone calls when needed to assure consistency of service.
• Conduct outbound calling to new /existing member to introduce them to new products as directed.
• Represent and participate in various community functions to further enhance NUFCU’s image and develop additional business.
• Attend business development events to promote credit union membership and products as directed.
• Participate in all credit union sales and cross-sales programs as directed.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.

Business development and marketing:

• Establish and maintain contact with prospective members and community leaders within NUFCU’s market area through direct calls, meetings and other functions to actively solicit new business for the credit union, keep them current on the benefits of working with the NUFCU and inform them of any new lending or deposit programs offered by the credit union
• Recommend programs and projects beneficial to the credit union and its members as a result feedback received from member calls and visits, etc.

Branch operations:

• Process member transactions as needed including, but not limited to: transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members, all according to established procedures. Comply with all credit union and branch policies and procedures concerning member transactions.
• Accurately settle processed work in adherence to credit union performance standards. Maintain daily work in good order.
• Complete accurate and timely currency transaction and suspicious activity reports.
• Accurately settle cash drawer and processed work in adherence to credit union performance standards. Maintain daily work in good order.
• Complete accurate and timely currency transaction and suspicious activity reports.
• Assist in the processing and posting of incoming/outgoing wire transactions as assigned.
• Maintain up-to-date knowledge on all policies and procedures, rules and regulations for the teller area, including robbery procedures and Bank Secrecy Act/AML/OFAC procedures.

Contact Center:

• Provide prompt, courteous and efficient service to members. Answer incoming telephone calls and miscellaneous correspondence, providing general information and refer to appropriate personnel as appropriate. Interact with members as necessary by telephone or electronically to facilitate member service or to resolve problems. Respond efficiently and accurately to members in a pleasant, professional, and efficient manner on all of our services., explaining possible solutions, and ensuring that members feel supported and valued.

Other duties:

• Demonstrate reliable attendance and punctuality.
• Work at other locations, as needed, for member service, operational, or training purposes.
• Attend and participate in credit union staff meetings.
• Attend internal and external training to improve skills and knowledge relevant to the Account Manager and Teller positions.

Perform other duties as required.

EDUCATION/EXPERIENCE REQUIRED:

• Associate's degree or higher and/or equivalent work experience.
• 3 to 5 years' progressively more responsible experience in branch operations, sales and business development.
• 3 to 5 years' progressively more responsible experience in lending that includes knowledge of underwriting guidelines and regulations, working knowledge of consumer credit evaluation and underwriting.
• Prior lending authority is required.
• Other member service and sales experience is desirable.
• Prior credit union experience is desirable.
• Proven track record in delivering high quality member service.
• Computer literate, with specific experience in the Microsoft Office suite of products.
• Must have no record of felony criminal convictions or serious financial citations.
• Must be bondable through CUNA Mutual.
• Must have an acceptable credit rating with the credit bureau.
• 1 to 3 years’ satisfactory experience and ongoing good performance as a teller.

OTHER REQUIREMENTS:

• Must possess a valid driver’s license, the use of a serviceable automobile that is properly registered and proper liability automobile insurance as required by state law.
• Must be able to lift cash boxes and cash bags of approximately 20 pounds.
• Must be able to stand for extended periods of time while waiting on members.
• Must be able to distinguish between various denominations of coin and currency.
• Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.
• Must be able to read and work with computer print-out reports.
• Must be able to use the telephone to converse with members for extended periods of time; must be able to communicate clearly by telephone.
• Must have good listening ability and skills.
• Must be able to deal with people in a confidential and professional manner.
• Must have the ability to think through a problem, following proper steps in finding resolution.
• Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
• Must have the ability to work well with others.
• Must be friendly, courteous and sensitive to the needs of members and coworkers.
• Must have a history of professional behavior and positive working relationships.
• Must be able to interact effectively with all levels of management, staff, members, and credit union officials.
• Must have a high degree of ethics and maintain confidentiality of members and accounts.

Job Type: Full-time

Pay: $16.44 - $20.55 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $16 - $21