Job Description:

Rivermark offers 100% employer paid medical/dental and optional vision insurance for employees. We also offer a 401(k) retirement savings plan. Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.

Summary

Engages members and educates them about Rivermarks products and services through Pop/io and NCR Software. Provides service and support to members by handling requests that are sometimes routine in nature. Seeks out opportunities to provide members with new or underutilized products and services that will enhance member financial wellness

Primary Duties & Responsibilities

1. Provides exceptional member service including making eye contact, welcoming and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice.


2. Assists members using Video technology in both Pop/io and Personal Teller Kiosks (PTKs) roles. Educates members to make them comfortable and competent using video technology. Assumes responsibility for the efficient, accurate, confidential and professional performance functions processed via video


3. Consistently establish rapport, define needs, explain solutions, and recommend action during each member interaction.


4. Processes loan requests. Interviews for additional loan options, complies with loan policies and procedures, prepares documents and books loans. Actively cross-sells Credit Union products and services throughout the loan process.


5. Completes onboarding activities for all new members and/or loans.


6. Takes complete ownership of every interaction whether it requires a call back, extended research or assistance from other teams until complete.


7. Acts as a leader in sales, product knowledge, member solutions and work ethic.


8. Actively participates in personal performance coaching sessions with management team.


9. Follows the Credit Unions written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses


10. Responds to member documentation requests as requested.


11. Continuously improves individual level of competency through training and development via established educational programs.


12. Skillfully handles and resolves difficult situations for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.


13. Assists members with online banking issues and offers technical assistance regarding electronic devices. Resets passwords, challenge questions and PINs for members according to department procedures.


14. Seeks ways to streamline work processes and continuously improve the Credit Union.


15. Balances daily transactions against multiple PTKs and Video Interactions. Investigates and resolves out of balance situations.


16. Monitors and coordinates replenishment of department supplies as requested.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

Education/Experience
High school diploma or equivalent. Minimum two years sales experience in a financial institution or minimum two years retail sales experience in a goal-driven environment with proven results. Teller experience preferred.

Requirements – Skills, Job Knowledge & Abilities
1.    Exceptional customer service skills, including tact and diplomacy, plus a desire to accommodate the needs of others. Ability to exhibit an inherent ease with others.

2.    Must be comfortable appearing on camera.

3.    Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.

4.    Proficiency with Microsoft Office software, data entry, ten-key calculator, cash counting and math skills.   

5.    Ability to use judgment and discretion when handling confidential member account information.

6.    Strong organizational and time management skills. Proven ability to follow through on tasks with accuracy and pay close attention to detail.

7.    Ability to handle processes, product and workflow changes productively.

8.    Working knowledge of acceptable negotiable items and member identification.

9.    Exceptional communication skills. Ability to build relationships with members through all channels. Ability to remain calm when helping difficult and/or irate members.

10.     Ability to effectively communicate one-on-one and in a group setting.

11.    Exceptional member service and sales skills in order to meet our members’ financial needs and make contributions toward the achievement of Credit Union goals. 

12.    Ability to proficiently explain remote delivery channels and options to members.

13.    Demonstrated dependability by being punctual and adhering to the daily work schedule.

14.    Willingness to keep workspace organized and tidy.

15.    Comfortable being evaluated against performance standards.

16.    Research and problem-solving skills in order to identify and resolve issues.

17.    Ability to maintain and project the Credit Union’s professional reputation. 

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

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