Assists members in performing transactions, establishing memberships, loan accounts and loan services, share accounts and savings services by conducting interviews, completing necessary documents and performing data entry of records in compliance with audit requirements in a full-service branch. Frequently serves as the initial point of contact between the Credit Union and the members. Promotes optimal member engagement by providing specific, accurate and timely information to members regarding Credit Union products and services and current marketing promotions. Responsible for resolving member inquiries and problems at the first point of contact.
ESSENTIAL POSITION FUNCTIONS:
Consistently provides a high level of service and is committed to increasing member satisfaction. Demonstrates adherence to the Branch Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure that member issues are handled properly at the first point of contact. Focuses on achieving successful results in the Net Promoter Survey.
Maintains knowledge of products and services. Performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs. May participate in the servicing of ATM machines, coin machines and express deposit.
Processes applications for consumer loan products, including auto loans, credit cards, share secured loans and unsecured lines of credit. Serves as a member advocate during the loan process. Funds loans and provides basic credit review counseling for members with declined loans. Assists members with savings products, including Individual Retirement Accounts, certificates, money market accounts, checking and certificate accounts. Remains proficient in the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.).
Targets and achieves individual goals and supports branch goals. Contributes to Wescom growth through needs-based sales and service skills to match services to member needs. Ensures optimal member engagement, a migration to appropriate delivery channels, and makes referrals for insurance services, investment services and real estate services to Credit Union Service Organizations (CUSO’s) including Wescom Insurance Services and Wescom Financial Services.
Meets personal development and training objectives established by Branch Manager and completes Wescom University core curriculum, including required regulatory training. Possibly trains other employees in routine procedures.
Maintains proficiency in technology applications including operating system and ancillary systems. Contributes to organizational efforts in process improvement.
Ensures branch compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintains confidentiality of Credit Union and member records.
Communicates well both verbally and in writing, effectively shares information and ideas with others, and demonstrates good listening skills.
Ensures individual appearance reflects the desired level of professionalism. Maintains the physical environment of the branch according to Wescom standards.
EDUCATION AND EXPERIENCE:
High School graduate. Previous financial industry and customer service experience preferred.
OTHER SKILLS AND ABILITIES:
Must be proficient in technology applications including the Credit Union’s operating system.
This job description in no way implies that these are the only duties to be performed. The above job requirements are representative of minimum levels of knowledge, skills and abilities. The marginal functions have not been included. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
Proficient in Microsoft applications (Word, Excel, Outlook)