What are the responsibilities and job description for the Lobby Lead - Richardson position at Texans Credit Union?
Description
Serve our members. Develop yourself and your team. Help us be the best credit union in Texas!
We’re Texans Credit Union. We are a $2.4 billion financial institution making our members’ financial dreams come true for 70 years. We are member-owned and operated in the Dallas metro area and are looking for people to join our team who love a challenge and enjoy helping others to truly make a difference!
We’re currently seeking a full-time Lobby Lead to join Team Texans at our E Campbell Road branch located in Richardson, TX. If you thrive on helping people, this may be the right fit for you – after all, credit unions were built on the principle of people helping people.
The Lobby Lead serves as a liaison between the member and the Credit Union – often as the first and last face that the member will interact with during a branch visit. The primary responsibilities include prompt and courteous greetings of members walking into the branch with a quality assessment of their needs and then decision on who in the branch is best capable to serve them. Additionally, the Lobby Lead is an expert on all areas of safe deposit box administration, and can provide additional support to branch teammates for account opening, transactions, and service activities.
Major Duties and Essential Functions
- Greet and welcome members to the credit union in a courteous, professional and timely manner, while providing prompt, accurate, and efficient member service.
- Assess member needs quickly. Provide prompt and outstanding service on the spot when appropriate. On all other occasions, make a warm hand-off with a proper introduction between the member and the Manager, Sales and/or Teller staff that will best handle their need.
- Responsible for managing a member log or tracking member traffic.
- Build and maintain subject matter expertise in safe deposit box rules, documentation, and service.
- Assist members with all safe deposit duties including but not limited to opening, closing, and maintenance of safe box accounts. Provide entry and exit from safe box area, maintain security and key control of safe box vault at all times.
- Responsible for auditing, delinquency reporting, drill notices, all reporting, and maintaining all other safe box records per policy and procedures. High level of responsibility within the branch on account documentation audits and quality control of paperwork and forms from member interactions – with these tasks completely accurately, thoroughly, and promptly in relation to the date of transaction. Process member transactions, including but not limited to: deposits, withdrawals, transfers, issuing negotiable items, making loan payments, and check cashing with proper holds where applicable. May assist staff members in solving member issues.
- Provide back-up support to the branch operations including but not limited to: open new accounts, IRA transactions, account modifications, members reporting fraud, address changes, check orders, account reconciliations, debit card issues, implementing floor management and providing service functions to members.
- Responsible for cross-selling and making referrals for all CU products/services based on member need.
- Respond to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance. May handle more complex questions and problems for other Branch staff.
- Support branch operations by performing audits on branch documentation for new accounts, closed accounts, modifications etc.
Requirements
Specific knowledge, skills, and abilities required for this position:
Ability to manage and direct member traffic; promote a sales/service environment; working knowledge of a variety of financial products and services; excellent member service skills; exceptional interpersonal and oral communication skills; basic computer and typing skills; excellent time management and organizational skills; professional and polished in both attitude and appearance
Education:
High-school diploma or equivalent
Experience:
2 years previous Customer Service experience preferably in a sales environment
