What are the responsibilities and job description for the Lobby Customer Service Representative position at San Diego County Credit Union?
Position Summary:
The position of Receptionist is established to coordinate and direct lobby/phone traffic while providing prompt, professional and accurate assistance to members. Participate in the promotion of Credit Union products and services to existing and potential members. Maintain quality service standards set by the organization.
Essential Duties and Responsibilities
Greet members/potential members to establish rapport; probe to determine financial needs; direct to appropriate employees for assistance.
Prepare members/potential members for interactions with credit union representatives by determining their eligibility, services needed, and providing any necessary documents.
Answer phone calls within three rings; maintain positive demeanor, ensure phone coverage at all times; provide timely, complete and accurate messages.
Maintain scheduling calendar in a clear, consistent, complete and accurate manner to include: appropriate timeframes for appointments, evenly distributing appointments, documenting days out of the branch and handling schedule changes.
Have an awareness of staff and management activities to ensure accurate information is relayed to callers.
Attend to member concerns, or refer member to appropriate employee for assistance.
Identify and offer products and services to members to meet their financial needs and/or refer the member to an appropriate representative or partner. Participate in campaigns, contests, member outreach efforts, meetings and one on ones with management. Accurately track all referrals/sales. Meet established performance goals as assigned.
Accurately record and track all member interactions, following policy and procedure and maintaining integrity in all actions
Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
Other Duties & Responsibilities
- May serve as MSR or in other related capacities as directed by management.
- May be required to work weekends and/or extended hours, to include offsite events.
- Perform other duties as assigned.
Physical Demands and Work Environment
While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl. The noise level in the work environment is usually moderate.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
The noise level in the work environment is usually moderate.
Minimum Qualifications (Education, Experience, Skills)
High school diploma or equivalent.
1 year of customer service experience or SDCCU member facing work experience may be considered.
Knowledge of member interviewing techniques, ability to identify and offer/refer products and services to meet members’ financial needs.
Possess effective human relations and communication and organizational skills.
Professional appearance and demeanor.
