Lobby Concierge

Member Services Representative

The primary role of this position is to provide member services, products and business practices so that we unlock and cultivate our members' financial future. To achieve this mission, the position must deliver high quality service to both internal and external members. A key element to this service delivery is to identify the member's financial needs, including but not limited to greeting members promptly, assessing and directing service needs, promoting digital banking and self-service solutions, and supporting overall lobby operations to ensure a seamless and professional member experience. This role serves as the primary point of contact within the branch, setting the tone for service excellence while driving efficiency, engagement, and compliance with credit union standards.

Essential Functions & Responsibilities:

• Oversee daily lobby operations to ensure efficient workflow, reduced wait times, and a seamless member experience. Proactively assess member needs and direct traffic to appropriate staff or service channels.
• Deliver a high-level, professional welcome to all members and guests, establishing a service-driven environment that aligns with the credit union's brand standards and service expectations.
• Provide hands-on assistance with digital banking platforms, Interactive Teller Machines (ITMs), and other self-service technologies. Promote member adoption and support enrollment efforts to enhance convenience and operational efficiency.
• Serve as a knowledgeable resource by responding to inquiries regarding credit union products, services, and general account information, helping identify opportunities to deepen member relationships.
• Collaborate with branch leadership and team members to support daily operations, service initiatives, and overall branch performance objectives.
• Maintain a clean, organized, and professional lobby environment that reflects the credit union's culture and standards of excellence.
• Performs other duties as assigned.

Performance Measurements:

• To achieve or exceed the established sales and service goals by establishing and maintaining member relationships.
• To practice, promote, and support the Vision, Mission and Service Promises of the CU and to ensure they are carried out by each employee.
• To provide prompt, accurate, courteous, and professional service to all members and potential members.
• Greet members and guests upon arrival.
• To process member transactions with zero errors.
• Ensure compliance with credit union policies, procedures, and security standards.
• To consistently balance cash drawer and/or daily transactions with total outages not to exceed $200 per annual review period. Corrective Action guidelines based on data listed below: Verbal warning up to 1 occurrence Written warning up to 2 occurrences Final Written warning up to 3 occurrences Probation up to 4 occurrences Termination of $200 or greater or up to 5 occurrences

Knowledge and Skills:

• One month to twelve months of similar or related experience.
• A high school education or GED.
• Normal courtesy in dealing with others is required. Work involves minimal contacts within the organization. Contact involves routine, non-sensitive issues. Member or vendor contact is limited to incidental contact.
• Must possess excellent communication skills and have the ability to accurately calculate numerical equations. Outstanding member service is a must. Proficiency with 10-key calculator, typewriter and/or computer keyboard.

Physical Requirements:

While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 30 pounds.

Work Environment:

Full time employees are required to complete (16) hours of volunteerism and (8) hours for Part time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact on the Cy-Fair Community.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.