Member Advocate(Teller)

Job Description

Job Description

Responsible for providing a variety of paying and receiving functions for members in person, via phone, and through the mail including processing deposits, withdrawals, loan payments, cashiers' checks, money orders, and cash advances. Balances each day's transactions and verifies cash totals. Performs a broad variety of member services functions such as opening and closing accounts, renewing certificates, and assisting members with bookkeeping and checking account problems. Answers members’ questions regarding Credit Union services provided and performs a variety of account maintenance duties. Actively cross-sells Credit Union services. Performs specific assigned side-jobs including various clerical and receptionist functions, and assists other Member Service Representatives with duties as required. Serves members promptly and professionally.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility to understand our Culture Codes and consistently strives to model the behaviors and attitudes.

Humanness: We embrace our humanness, stay positive, and make work fun.
Resourcefulness: We solve problems by being resourceful, creative, and adaptive.
Learning: We learn and grow together.
Togetherness: We work hard at working well together.
Serving: We take the initiative to serve our teammates and members.

1. Assumes responsibility for the efficient, effective and professional performance of member service functions.
   1. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts. Completes payroll deduction and authorization forms.
   2. 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. Takes stop payment orders.
   3. Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
   4. Performs file maintenance and account changes as needed.
   5. Establishes IRA accounts and answers questions regarding IRAs.
   6. Opens, renews and updates certificate accounts.
   7. Keeps informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services. Conveys information to members as applicable.
   8. Actively cross-sells Credit Union products and services.
2. Assumes responsibility for the efficient, effective, and accurate performance of paying and receiving functions.
   1. Greet and welcome members to the Credit Union in a courteous, professional and timely manner. Providing prompt, accurate and efficient member transactions.
   2. Maintain an up-to-date and comprehensive knowledge on all credit union products and services. Meets all applicable sales goals and referral goals. Tracks all sales and referrals and submits scorecard to supervisor monthly within 5 business days of the following month.
   3. Process paying and receiving functions. Receives share deposits and loan payments. Disburses cash or check share withdrawals, processes transfers, cash advances, travel cards, wires/western unions and prepares proper receipts.
   4. Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
   5. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Reports balancing discrepancies to supervisor daily.
   6. Keeps all member and credit union business strictly confidential.
   7. Maintains a professional and courteous attitude with all people including fellow employees, members, management, board members and outside vendors.
   8. Travels to other branches as needed.
   9. Performs drive-up service and night drop functions as assigned.
3. Assumes responsibility for establishing and maintaining effective and positive working relationships with area personnel and with management.
   1. Assists area personnel as required.
   2. Keeps supervisor informed of area activities and of any significant problems or concerns.
   3. Completes required reports and records accurately and promptly.
   4. Attends meetings as required.
   5. Performs other duties as assigned.
4. Assumes responsibility for related duties as required or assigned.
   1. Ensures that work areas are clean, secure and well maintained.
   2. Performs related clerical functions as required.
   3. Maintains confidentiality of member records and credit union business.
   4. Other duties and responsibilities as assigned.

PERFORMANCE MEASUREMENTS

1. Teller and member service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Monies are balanced and any discrepancies promptly resolved.
3. Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.
4. Good working relationships and coordination exist with area personnel and with management. Assistance is provided to other Service Representatives and staff as needed. Supervisors are appropriately informed of area activities.
5. Required reports and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is maintained and conveyed.
7. Transaction levels, balancing, errors, etc. in line with Credit Union standards.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

EXPERIENCE REQUIRED: At least 1 year cash handling experience or related experience.

Financial industry experience a plus.

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