Job Description:

BASIC FUNCTION

The Branch Representative delivers extraordinary service while encouraging Members and non Members to choose the Credit Union as their primary financial services provider by proactively building Member relationships to help meet their financial needs.

1) Consultatively interact with Members to help meet their spoken and unspoken financial needs, proactively recommend Credit Union products and services, and accurately address Members’ service needs. Educate Members on ease of use and convenience services, including technology where applicable, to encourage increased use of the cooperative while building and increasing member engagement.

2) Accurately process new accounts for new and existing Members and perform maintenance on Members’ accounts as requested. (Do it right the first time). Opens and maintains IRA, and trust accounts, Business accounts on various systems, including data entry, and paperwork processing.

3) Ask openended questions to uncover additional opportunities to save Members money and/or time.

4) Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

5) Proactively identify qualified referrals for Members that will save Members time, money and provide peace of mind.

6) Assist Members with questions regarding WFCU products and services as well as resolve Members’ complaints.

7) Perform miscellaneous duties such as end of day activities, creating requested reports, filing, answering phones, maintaining supplies, operating a cash drawer, etc.

8) Other duties as assigned.

CRITICAL RESULTS

1) Provide extraordinary member service by being knowledgeable, engaging with Members, making Members feel valued and consistently applying defined service standards. Success defined by current service benchmark (such as Member Satisfaction Surveys, Basic Courtesies and observation).

2) Assigned expectations and objectives, as identified in the Success Plans, are met and/or exceeded.

3) Management and Partners are assisted as needed, contributing to a “team” atmosphere.

4) All WFCU policies and procedures are followed and guidelines are consistently applied and maintained. Operate within the acceptable ranges of the Balancing and Quality of Work Parameters.

5) All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls. (i.e. security, member identification and fraud prevention).

6) Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures. Manager approval required for any exceptions.

7) Work according to schedules and department attendance guidelines. Need may arise whereby this position may provide coverage at another member Branch.

QUALIFICATIONS

A. Specialized or Technical Knowledge and Skills:

1) Must have a high school diploma or equivalent.

2) Some postsecondary education is preferred.

3) Must be able to learn and apply a variety of software applications.

4) Prior experience in a financial environment with management knowledge is preferred.

1) Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values and the Three Stakeholder Model.

a) Member Focus (internal and external): Builds Member confidence, is committed to increasing Member satisfaction, sets achievable Member expectations, assumes responsibility for solving Member problems, ensures commitments to Members are met, solicits opinions and ideas from Members, responds to Partners.

b) Dependability: Meets commitments to Members and Partners, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements (schedule adherence).

c) Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good and bad news.

2) Job Specific Competencies: The position requires an individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:

a) Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

b) People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops Partners, accepts mistakes, provides visibility/opportunity.

c) Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

d) Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.

e) Communication Skills: Able to communicate complex financial issues and instill confidence in the credit union’s financial position to a wide variety of audiences with varying degrees of technical expertise.

f) Relationship Building Skills: Develops new business, identifies opportunities for additional products and services Members can benefit from, translates product features to benefits, has good listening skills, is sensitive to Members, delivers effective presentations, negotiates well, uses closing skills appropriately, and develops cross -servicing skills.

C. Physical Demands: The physical demands described here are representative of those that must be met by a Partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Partner is frequently required to stand and walk. The Partner is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The Partner must occasionally lift and/or move up to 50 pounds.

D. Work Environment: The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.

Equal Opportunity Employer, including disability/protected veterans

PI256878340

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