The purpose of this position is to process member's requested financial transactions using video technology via Personal Teller Machines. Identify and provide information regarding credit union products and services that will benefit members. Provides prompt, professional and courteous service to internal departments, retail branches, and members.
Reports to: Manager, Member Engagement Center
Supervises: 0
Starting Wage: $17.00 per hour
Schedule: 28 hours per week: Monday, Tuesday, Wednesday, and Friday from 09:00 a.m. to 4:30 p.m., 1 Saturday every 4 to 5 weeks.
ESSENTIAL FUNCTIONS
1. Within established level of authority receive and process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing. Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures. Perform mail functions as assigned.
2.Professionally welcome members and identify credit union services that make a positive difference in each member's financial life. Maintain an excellent knowledge base of credit union services in order to provide information regarding current rates, the features and benefits of credit union products, and make appropriate referrals as needed.
3.Take ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department. Follow up with the member to ensure a satisfactory resolution was reached.
4.Enhance the member's experience by providing exceptional, professional, and consistent service using PTM technology which includes greeting the member with a smile, calling the member by name, performing accurate transactions, and thanking each member for their business. Must go above and beyond all service standards with each member to ensure the overall success of the Personal Teller Center.
5.Balance daily transactions and verify check and cash totals.
6.Perform additional job related duties as assigned.
EDUCATION/ EXPERIENCE
- One year to three years of similar or related experience.
- A high school education or GED.
OTHER SKILLS AND ABILITIES
- Ability to accurately process account entries and transactions. Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions and procedure manuals.
- Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions and decimals. Ability to compute rate, ratio, and percentages.
- Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
- Promotes awareness of the credit union mission and branch statement to the credit union membership.
- May be exposed to mild to moderate stress levels associated with the performance of the job duties as described.
- Courtesy, tact, and diplomacy are essential elements of the job.
- Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
PERFORMANCE MEASUREMENTS:
- Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance, and product development.
- Maintain willingness and flexibility to work in shifts to accommodate the extended operating hours and business needs of the Teller center.
- Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.
- Maintain a dependable record of attendance and timeliness.
SERVICE STANDARDS:
o Build confidence that you will help through your words and actions.
o Minimize the team/member’s effort.
- Personalize the Experience
o Show that you care about the person and the issue.
o Adapt to the team/member’s pace, style, and emotional tone.
o Be genuine.
o Be present in the conversation to avoid sounding mechanical.
o Aim for one-call resolution.
o Address the underlying issue vs. just the request.
o Be crystal clear on next steps.
- Be Curious to Exceed Expectations
o Pick up on cues and clues indicating other needs.
o Engage in conversation to discuss broader needs.
o Help the member access additional resources, products, and services to gain more value.
PHYSICAL DEMANDS:
WORK ENVIRONMENT:
Typical office – no hazardous or unpleasant conditions.
We are an EEO Employer
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.Peripheral tasks, only incidentally related to each position, have been excluded.Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.Supervisors as deemed appropriate may assign additional functions and requirements.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts.The organization maintains its status as an at-will employer.Employees can be terminated for any reason not prohibited by law.
