AddressJob Summary:
Responsible for implementing existing policies, procedures and systems involving cashiering operations and Member Services functions. Coordinates, directs, and assigns work. Answers Member Consutants’ questions, resolves more complex problems, and oversees balancing. Responsible for smooth flow of teller lines, adequate window coverage, and general training and supervision of tellers. Oversees provision of a full range of Services to Members and prospective Members. Ensures that Members are promptly and professionally serviced. Provides excellent Member Service with each Member interaction. Provides complete and accurate Member Service using consultative sales techniques to retain Members and build Member loyalty. Acts as a Member Consultant as needed and actively promote and cross-sell, Partners’ products and services.
Responsibilities
Assumes responsibility for the supervision of efficient, effective, and professional Operations and Member Consultant duties.
• Ensures that all operations functions are correctly performed and are in accordance with established policies and standards. Ensures that all security procedures are followed.
• Ensures that all Members' needs are met and commitments to them are kept; providing "5 Star Service, to every member, every time.
• Coordinates operations by assisting in assigning work and distributing workflow. To include the support to our Business Development processes and strategies.
• Answers teller questions, solves problems, and assists with complex transactions and sensitive Member relations problems. Explains policies and procedures to Members. Makes judgments for tellers (within limits of authority) pertaining to cashing and/or accepting checks or drafts.
• Investigates teller out of balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each teller balances at the end of each day and that all monies are secured in accordance with established procedures.
• Performs teller paying and receiving functions as required. Receives share deposits and loan payments. Prepares proper receipts.
• Maintains an inventory of cashiers' checks, money orders, receipts, travelers’ checks, and other negotiable items for use in the teller area.
• Balances vault.
• Monitors, orders, dispenses, ships, and balances cash.
• Keeps Cash Dispense Machines (TCRs/ ITMs) filled and functional. Possess knowledge and ability to quickly adapt to new technology (i.e. Home Banking, Mobile Banking and Remote Deposit capture).
• Approves check deposits and withdrawals, the waiving and releasing of check holds, wires and all other negotiable items above Teller and MSR limits or other exception basis.
• Responsible for identifying and building a network of Member contacts through qualified leads, referrals, telephone canvassing, quarterly campaign strategies and face to face interaction with the purpose of creating financial opportunities.
Assumes responsibility for ensuring and effectively performing Member Services functions.
• Resolves Members’ requests, problems, and questions promptly. Answers Members’ questions or refers appropriately.
• Presents and explains Credit Union services and products to Members and assists in meeting their financial needs. Opens and closes shares (Special Shares, Checking, Certificates, etc.)
• Orders checks for Members’ accounts.
• Completes stop payment orders.
• Performs file maintenance and account changes as needed.
• Completes payroll deduction and authorization forms.
• Answers questions and solves problems for Members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves Member bookkeeping and checking account problems.
• Keeps Members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services
• Actively cross sells and drives Credit Union products and services to include PLP, GAP and MBI
• Assist in preparing work schedules and training tellers, as assigned.
• Processes new Memberships by opening accounts and new service requests such as additional share accounts, savings services, checking, money market, certificates, IRAs, referrals, etc., meeting all quality control standards as outlines in policy (CIP, OFAC, Chexsystems, Verafin). Ensure compliance with the 2/2/2 Program.
• Subject matter expert level of product knowledge to communicate features and benefits of all Credit Union products and services. Educate Members on how to become financially responsible.
• Has thorough knowledge of the consumer loan process and the ability to structure loan applications and make lending recommendations.
• Originate and processes consumer loans, from start to finish, meeting all quality control standards as outlines in policy
• Supports the credit union’s objective and promotions by encouraging the use of multiple products and services to meet the Members’ financial needs.
Effectively supervises area personnel, ensuring optimal performance.
• Provides leadership to personnel through effective objective setting, coaching, delegation, and communication.
• Ensures that personnel are well trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Tracks individual employee progress and assists with performance appraisals as required. Provides support and suggestions for employee improvement.
• Drives sales sprints for loans and partners referrals in collaboration with the Sales platform.
Assumes responsibility for establishing and maintaining effective communication and coordination with Department and area personnel and with management.
• Coordinates operational duties and responsibilities with related functions within and outside of the Department.
• Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.
• Completes required reports and related documents promptly and accurately.
• Attends meetings as required.
• Opens and closes safe deposit boxes as assigned. (Branch Specific)
• Works Concierge Desk as assigned.
Assumes responsibility for related duties as required or assigned.
• Performs procedures for opening and closing of operations, including vault, alarm, and door duties.
• Accurately completes the Internal Verification Process (IVP) report as assigned.
• Be knowledgeable of branch and PFCU business processes to anticipate potential issues and effectively communicate to your manager any and all problems that may arise.
• Assist with loading weekly work schedules within Workbrain and SAP (Region specific) and collaborate with Management Team to submit final approvals
• Act as Branch Leadership as needed
Education Level: High School or GED (Required)
Years of Relevant Work Experience:3-5 Years
Certifications, Licenses, Registrations, etc.
NMLS (Required)
Medallion Certification (Preferred)
Notary (Preferred)
Other Training, Technical Skills, or Knowledge
Proficiency in MS Excel (Preferred)
Experience using Microsoft Office (Required)
Experience using a Check Imaging System (Required)
Experience using Episys (Required)
Experience using Synapsys (Required)
Experience using Verafin (Required)
Abilities and Behaviors
• Excellent Member Service, verbal, and written communication skills.
• Solid advanced math and phone skills
• Ability to read documents and communicate clearly
• Ability to take initiative, work in a team, and resolve conflicts
• Exceptional decision-making and problem-solving skills
• Organized, good time manager
• Responsible; Flexible; detail- and goal- oriented
• Three to five years’ experience in the financial industry and credit unions is required.
• Three to five years’ experience in teller cash handling and cash dispense machines is required.
• Previous supervisory required.
• Experience in sales is preferred.
Performance Standards
• Balancing Standards
• Balancing Percentage
• Member Satisfaction
• Transaction Quality
• Partners Home Mortgage Referrals (Total Referrals / Qualified Referrals)
• Partners Wealth Management (Total Referrals / Qualified Referrals)
• Review Membership Applications (Membership Officer)
• Core Product Qualified Referrals (Checking, Certificates, MMA, and Consumer Loans)
• Autoland / Auto Advisor referrals (Total referrals/qualified referrals)
• Review and submit the monthly Teller Over / Short report to Branch Service Manager II or above
• Assist and/or complete with the Branch Service Manager the Internal Verification Program (IVP) and submit the packet to the Branch Service Manager II or above
Discretion
This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Work Environment
Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation.
The hiring range for this position in Florida is $51,200 to $70,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
