Universal Associate Lead

Universal Associate Lead

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary purpose of the Universal Associate Lead position is to exceed member's expectations by meeting a broad range of financial service needs. A key element in this service delivery is leading the Universal Associate team to identify the member's financial needs and recommend an appropriate solution. This role is responsible for providing a high level of service to our members and team members. Responsible for the smooth flow of branch floor operations, resolving more complex problems, and overseeing balancing duties. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Set Tone For Experience and Culture

• Sets the tone for providing exceptional member service and experience by role modeling ideal performance with team.
• Leads by example to create an inclusive and professional environment where all team members are respected and diversity is valued.
• Displays a high level of integrity, trustworthiness, and professionalism at all times.
• Works together with Universal Associate team in a united way to drive toward team success. Demonstrates genuine care for every team member, taking the initiative to assist others.
• Focuses on the success of our members, team members, and community.
• Fosters a positive can-do attitude to successfully motivate team to accomplish goals and objectives by understanding and supporting the Credit Union's yearly strategic plan and the branch's relationship building and service objectives.
• Takes ownership and responsibility for decisions and actions made at the individual and branch levels.
• Delivers superior quality through sound execution and a commitment to continuous improvement.
• Constantly looks for ways to improve processes that will improve the member's experience and communicate those ideas to Retail Services Management.
• Assumes responsibility for ensuring and performing efficient, effective, and professional Universal Associate operations and functions.
• Takes ownership of member service problems and ultimate resolution.

Create Raving Fans

• Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional and inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Projects a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Assists members with inquiries, requests, or problems in a friendly, respectful, courteous, and professional manner.
• Proactively seeks solutions to member service and efficiency issues. Troubleshoot online and mobile banking issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.
• Contributes to member satisfaction and retention, turning them into raving fans.

Maintain Operational Soundness

• Easily transition between jobs and responsibilities throughout the branch.
• Proficiently performs routine to basic transactions and tasks including but not limited to: Ability to perform basic to complex Universal Associate duties: processing transactions efficiently, professionally, and accurately; identifying member needs; promoting products and services; maintaining and accurately balancing cash drawers or cash recyclers; open and close all depository accounts; and provides general member service assistance.
• Maintains proper cash levels and keeps cash secure at all times. Accurately balances cash drawers and cash recyclers, night drop depositories, and ATMs/ITMs. Report variations in accordance with credit union policy.
• Responsible for vault duties which includes preparing and forwarding the order for cash to the cash service provider and Accounting; verify cash received; fill UA's cash orders; maintains full vault security and balance vault cash according to Branch Cash Management procedures.
• Maintains an inventory of official checks, money orders, Visa gift cards, and other negotiable items.
• Minimizes risk of losses, including cash differences and other controllable losses. Verifies transactions, monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Assists with the opening and closing of all depository accounts including but not limited to: Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), Educational Savings Accounts (ESAs), Trusts, blocked accounts, and Accounts due to death.
• Assists members with questions regarding legal documents presented: Power of Attorney (POA), Payable on Death (POD), Guardianship/Conservatorship, Deceased member accounts, and other legal documents presented.
• Maintains confidentiality in respect to members' account.
• Completes required reports and records timely and accurately (including CTRs)
• Works together within a team environment to drive toward team success. Ensures efficient and effective branch operations by providing back-up support to the team in performing daily tasks as needed.
• Balances member service and risk management in error resolutions.
• Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems.
• Skillfully handles and resolves difficult situation for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
• Exercises good judgement while keeping the credit union's financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
• Reviews individual goals during periodic coaching sessions.

Generate New Business

• Proactively solicits new business through referrals and member engagement while strengthening and expanding existing member relationships.
• Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future financial needs. Provides solutions to ensure the member feels understood, informed, and confident in the credit union and products or services offered.
• Maintains an advanced knowledge of Associated Credit Union's products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
• Basic knowledge of lending products. Evaluates the member's need and warm transfer them to the appropriate business unit.
• Meets or exceeds personal and branch goals through member referrals and ensuring that member's requests and questions are promptly resolved and satisfied.
• Actively participates in marketing promotions and community opportunities.

Other Duties & Responsibilities

• Actively participates in branch huddles, individual and group coaching/training sessions.
• Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
• Maintains a professional work environment and businesslike appearance.

Qualifications

Education: A high school diploma or equivalent is required. An Associate's Degree from an accredited college is preferred.

Experience: One to three years of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry's Symitar – Episys or MeridianLink is a plus. Notary public preferred. Bi-lingual is desirable.

Core Competencies

• Leadership: the ability to bring trust, action, perspective, and focus to a team allowing the team to perform efficiently and independently. Possess a congenial attitude by being personable and tactful.
• Member Focused: proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. Courteous and professional member service attitude.
• Integrity: operate with complete transparency, and hold ourselves to high ethical standards. Act in the best interest of our membership, staff, and community, even when no one is watching.
• Committed: desire to make an impact in people's lives. We develop relationships that make a positive difference in the financial lives of our members, team members, and community.
• Accountability: ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties. We own, we learn, and we improve.
• Operational Soundness: thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
• Teaming: ability to work well with your retail team and other business units to achieve a