Branch Specialist Floater I

Branch Specialist Floater

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

Hours for position: Monday - Thursday 8:45am-5:15pm, Friday 8:45am- 6:15pm, Saturday 8:30am-1:3opm. Alternating Thursday/Saturday off.

Hiring range - $23.06/hr - $28.83/hr

This is an on-site role at Tower.

The Branch Specialist travels to all branch locations as well as the Member Service Center, serving in multiple branch roles as a MSR, Teller and Branch Representative, on an as needed basis. The Specialist must be highly flexible as hours vary by branch location. This position receives a 10% float differential for hours worked, in addition to hourly rate.

Summary of position: This summary reflects the Specialist I (Grade 6) Specialist II (Grade 7) and Specialist III (Grade 8) Supplemental information will be used to determine appropriate grade designation.

The Branch Specialist is an important role that requires a dependable and flexible incumbent that is capable of travelling to all Tower community and sponsor branches and Member Service Center with ability to perform the tasks of each position relevant to and necessary to meet business needs. Cross-selling a full range of financial products and services and maintain individual sales and referral standards is integral to meeting company goals. Performs administrative duties, system data entry and information retrieval, ensures compliance with Federal and State regulatory statutes, as well as internal policies and procedures.

The Specialist must be aware and follow security procedures for all locations. Acts as primary contact for all potential, new, and existing members and executes all types of share and loan services, accepts various applications, determines membership eligibility, and makes sound recommendations for lending. A broad scope of knowledge about products, services, regulations and the overall functions and procedures of branches and other operational departments is required.

The Specialist provides on the job coaching where applicable to support branch needs. Delivers training evaluation and guidance for both new and existing Teller and MSR employees. Under the direction of Manager, Branch Operations provides ongoing coaching support to Specialist team to meet and maintain departmental sales goals. Provides ongoing support to Manager, Branch Operations and Manager, Business Systems with direct input for testing of system upgrades, releases and operational process improvements. Assists with development of procedures for same. As directed by the Manager Branch Operations, provides support to other TFCU departments, on an as needed basis, to support special initiatives, projects or departmental vacancies.

Principal accountabilities and functions:

(Specialist I: Effective performance in the following is required: Teller, Branch Representative, Branch MSR, Notary Public for the State of Maryland)

(Specialist II: all functions of Specialist I position in addition: acts as Senior MSR/ Senior Teller, On the Job Coach for new and existing Tellers, Peer Coach for Branch Specialist I)

(Specialist III: all functions of a Specialist I and II in addition: acts as Teller Supervisor, Assistant or Manager, On the Job Coach for new and existing MSRs, Peer Coach for Branch Specialist II, Supports Business Systems upgrades and development through testing and implementation support)

1. Serves as a primary contact for all potential, new and existing Members and services all share and loan requests. Performs teller duties and maintains teller standards (All)

2. Interviews, evaluates and underwrites loan applications for all types of consumer and home equity loans. (All)

3. Cross-sells a full range of financial products and services to Members. Meets and maintains sales goals as determined by V.P. Branch Administration. Initiates telephone and/or direct mail contact to new and existing Members to enhance the relationship, ensure satisfaction, and cross-sell additional products. (All)

4. Ensures proper identification and eligibility requirements of members by following Credit Union policies and procedures for member Identification and follows established security measures to guarantee the confidentiality of our membership.(All)

5. Performs administrative and teller duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues. Demonstrates proficiency with all required systems and ensures all entries are complete and accurate.(All)

6. Provides on the job coaching, evaluation and documentation of the achievements of new and existing Tellers and MSR's. Communicates job readiness of employee to branch supervisors, Manager, Branch Operations, and Training/OD) Supports both new and existing employees on the job, to enhance skill level, ensure optimum performance and/or diagnose performance issues. (II,III)

7. Responsible for timely follow up with new and existing Teller or MSR employees to help ensure successful transfer of skills and knowledge from training to the job. This will require collaboration with the supervisors and seniors evaluating and coaching employees on the job, where applicable, to assess and identify the need for additional training or other learning to meet requirements. (Branch Specialist II, III)

8. Provides direct support to Manager, Branch Operations to test system enhancements and provides reporting on findings to ensure effective resolution. ( III)

9. Under the direction of Manager, Branch Operations assists with updates to trainings materials related to system enhancements and resources and provides coaching regarding procedural changes to front line staff. ( III)

10. Responds promptly to member inquiries and requests and performs file maintenance for information regarding a full range of products/services to include: savings, checking, certificates, IRAs, loans, etc.(All)

11. Interviews, evaluates and recommends to Members TFCU products, services and loans to adequately meet the needs and financial goals. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law.(All)

12. Researches and resolves account problems and discrepancies to include error resolutions, and fraud/ACH affidavits. Makes necessary corrections and resolutions, as appropriate.(All)

13. In Branches where Safe Deposit service is available, responsible for the opening, closing and file maintenance of all Safe Deposit boxes for the membership in compliance with Credit Union policy and security procedures. Provides Members access to their safe deposit boxes in compliance with Credit Union policy/procedures.(All)

14. Determines the credit worthiness of applicants, evaluates the sufficiency of collateral, verifies that the required documents have been received and completes and prepares disclosures, Truth and Lending statements, financing statements, addendums, liens and any other loan documents needed for disbursement.(All)

15. Possesses knowledge and ability to perform and/or assist with balancing and audits of ATM at all branch locations. Adheres to standards and guidelines for controls in place for same. (All)

16. Possess good verbal and written skills to include the ability to compose, prepare and send correspondence to the membership.( All)

17. Responsible for the security of negotiable instruments to protect TFCU assets(All)

18. Will be required to balance the branch, ATMs and ensure all negotiable instruments are secured in the vault.

19. Acts as interim Senior Teller or MSR in absence of same. Will be required to assist other teller or MSR staff with procedural questions and make sound judgements while conducting member transactions. Can assist with balancing of ATM's and ensure all negotiable instruments are secured in the vault.( Specialist II)

20. Performs in a Branch leadership role (Manager, Assistant Manager, Teller Supervisor) whenever necessary in order to ensure daily operations are properly executed and member services are uninterrupted; leads and directs Branch team members to meet this objective when designated.

21. Demonstrates ability to act as a peer mentor and resource for:

• Branch Specialist I, to include, but not limited to on-going coaching for sales success. Tracks, maintains and reports sales performance to Manager.( Specialist II)
• Branch Specialist II, to include on-going coaching for sales success. Tracks, maintains and reports sales performance to Manager.( Specialist III)

22. Under the direction of Manager, Branch Operations provides direct support to business systems initiatives including software upgrades, procedural changes and implementation of products through testing and training facilitation and assists with development of procedures and processes in support of same. (Specialist III)

Required qualifications:

High school diploma or an equivalency certificate.

One year of experience providing direct customer/member service preferably in a business office setting.

Or, an equivalent combination of education and experience.

Demonstrated interpersonal skills to positively represent the Credit Union during member interaction. Ability to effectively operate PC (using a Windows Operating system)