Address
Form of workRivermark offers a $1.00 bilingual differential for the ability to serve Spanish or ASL speaking members.
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.
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. Monitors lobby traffic to ensure members are being helped in a timely manner.
2. Assists members with financial transactions in an efficient, confidential and professional manner, including, but not limited to deposits, withdrawals, transfers, account maintenance, account holds and opening certificates and savings accounts.
3. Takes complete ownership of every interaction whether it requires a call back, extended research or assistance from other teams until complete.
Assists members with online banking issues and offers other technical assistance regarding electronic devices. Resets passwords, challenge questions and PINs for members according to procedures.
4. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
5. Meets or exceeds personal sales and referral goals by:
- Identifying member and business member needs and matching appropriate products and services to those needs by referring and cross-selling.
- Understanding the features and benefits of all products and services available to the consumer and business memberships.
- Building rapport with members, focusing on the relationship instead of simply processing transactions.
6. Acts as a leader in sales, product knowledge, member solutions and work ethic.
7. Actively participates in personal performance coaching sessions with management team.
8. Follows the Credit Union's written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses.
9. Monitors and coordinates replenishment of branch supplies as requested.
10. Continuously improves individual level of competency through training and development via established educational programs.
11. Skillfully handles and resolves difficult member situations for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
12. Ability to make follow-up calls or emails to members regarding promotions, products and services.
13. Responds to member documentation needs as requested.
14. Seeks out ways to streamline work processes and continuously improve the Credit Union.
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. One year minimum experience interacting with customers in a sales environment. Teller and/or retail sales with cash handling experience preferred.
Requirements - Skills, Job Knowledge & Abilities
1. Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.
2. Proficiency with Microsoft Office software, data entry, ten-key calculator, cash counting and math skills.
3. Ability to use judgment and discretion when handling confidential member account information.
4. Strong organizational and time management skills. Proven ability to follow through on tasks with accuracy and pay close attention to detail.
5. Ability to handle processes, product and work flow changes productively.
6. Working knowledge of acceptable negotiable items and member identification.
7. Exceptional communication skills. Ability to build relationships with members through all channels. Ability to effectively communicate one-on-one and in a group setting. Ability to remain calm when helping difficult and/or irate members.
8. Excellent member service and sales skills in order to meet our members' financial needs and make contributions toward the achievement of Credit Union goals.
9. Ability to proficiently explain remote delivery channels and options with members.
10. Demonstrates reliability by being punctual and adhering to the daily work schedules
11. Ability to keep work space organized and tidy.
12. Comfortable being evaluated against performance standards.
13. Ability to research and problem-solve in order to identify and resolve issues in a timely manner.
14. 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.
