Responsible for providing high quality service on a wide variety of general financial services. This role is also responsible for the sales and servicing of all credit union products and services, while focusing on building relationships and expanding Everwise Credit Union's wallet share.
Primary Responsibilities & Duties
Maintains a high level of member service in accordance with the Everwise Credit Union's Service Expectations.
This position will perform a broad variety of member service functions with accuracy and in a timely manner. These functions may include, but are not limited to, cash handling, financial transactions, account maintenance, opening new accounts, operating an ITM (Interactive Teller Machine) and supporting MCC (Member Contact Center)
Responsible for maintaining a high level of confidentiality about member account information.
Meets or exceeds established referral and sales goals, by listening for clues in conversations, asking open-ended questions, assisting with product promotions, or referring the member to the appropriate partner to address their need.
Assists in outbound call efforts by reviewing, updating and calling on prospect lists, following up with members and calling on call campaigns regularly.
May assume additional retail functions including, but not limited to drawer audits, member account maintenance, and vault duties.
Complies with the credit union Check Cashing, Cash Control and Transaction Approval Limits policies. For example, Reg CC, SAR, CTR, Check handling, Reg D, BSA and etc.
Volunteers for special projects within the scope of job responsibilities.
Responsible for problem solving through research, using open-ended questions, and consistent follow up to ensure member satisfaction.
Assumes additional duties and responsibilities as assigned by supervisor/manager and as necessary for the continued growth and advancement of the Credit Union.
Specific Skills
Excellent human relation skills needed to interact with the membership in a professional environment including listening skills, and verbal/written communication
Ability to proactively problem solve by demonstrating concern and empathy while seeking a solution that is in the best interest of the member and Everwise Credit Union.
High level of Everwise Credit Union product knowledge with a full understanding of needs-based selling.
Proficient cash handling skills.
Ability to work in a fast-paced diverse and universal environment.
Practical application and general understanding of various computer applications
Ability to lift to 15 pounds at times due to coin bags and boxes of rolled coin.
Accountability
Responsible for using product knowledge to cross-sell and clearly communicate product features to staff and members.
Must have a full understanding of needs-based selling, practice and use of Relationship Building with Conversations techniques in accordance with Everwise Credit Union's Sales Process.
Responsible for daily decisions made within established guidelines set by the supervisor/manager, meeting pay-for-performance goals and displaying a positive image of the Credit Union.
Accountable for understanding and applying Everwise Credit Union policies and procedures relating to the Bank Secrecy Act (BSA/AML, CIP and OFAC).
Responsible for using all identified security precautions about cash, checks and account management.
Accountable for Performance Management Goals as agreed upon with Supervisor.
Everwise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
