Teller - Call Center Financial Service Officer

Job Description

Job Description

Mobility Credit Union is a progressive and diverse credit union focused on offering excellent customer service. We are a dynamic organization and flexible to work/life needs, creating a supportive work environment that is understanding of personal and family obligations.

Mobility CU is very profitable and has grown over 75% in the past 5 years. We offer a competitive salary, monetary incentives, 6 percent 401K matching, excellent health care options and a $1000 signing bonus.

We are seeking an individual, who is motivated to grow with our organization.

 

Answers incoming calls from members to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, provide information, and most importantly cross-sell credit union products and services, especially lending products. Responsible for providing a variety of paying and receiving functions, including processing deposits, withdrawals, loan payments, cashier's checks, money orders, and cash advances. Balances each day's transactions and verifies cash totals. Performs specific assigned side jobs and assists other tellers with a variety of duties as required. Ensures members and prospective members are promptly and professionally served. Responsible for performing a broad variety of financial services such as opening and closing individual retirements accounts, checking accounts, savings accounts, term share accounts, and assisting members with any account problems. Answers member questions regarding Credit Union services provided and performs a variety of account maintenance. Assists or refers members with any and all questions or problems that arise. Responsible for receiving, reviewing, and submitting applications for consumer loans and debit/credit cards. Meets with applicants to obtain additional loan information and documentation required to formulate and relay credit decisions. Ensures accuracy of information needed to formulate a decision based on set criteria established within the credit union loan origination system.

DUTIES:
(E) ESSENTIAL or (N) NONESSENTIAL

• (E) 5% Interviews member loan applicants to develop information concerning their loan needs, earnings, and financial condition. Prepares and/or reviews all loan documents for completeness and accuracy. Review the terms and conditions with the member. Explains loan options to members. Seeks authority from the Lending Support and/or Members Solutions(Collections) departments to make changes in loan terms, waivers of payments, due date change, etc.
• (E) 70% Responds to member inquiries both telephonically and via email in a professional and friendly manner at all times. Resolves member complaints in a timely manner. Routes calls to appropriate personnel and follows up on member calls when necessary. Identifies cross-selling opportunities both by telephone and with required marketing call logs that are assigned. Monitors incoming calls for backup support and actively stays in the queue when scheduled. Participates in sales development activities, which could be outside normal working hours. 
• (E) 5% Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their manager(s), along with their recommendations.
• (E) 5% Receives and processes member financial transactions, including deposits, withdrawals, and loan payments; sells money orders and cashier's checks to members; transfers amounts from member accounts as directed. Balances cash drawer and daily transactions. Submits checks for electronic clearing.
• (E) 5% Welcomes members and provides routine information concerning services and directs members to appropriate department for specific information and service.
• (E) 5% Ensures compliance with terms and conditions on current loans and accounts. Keeps compliant and informed of current trends and laws on lending, consumer credit, and various accounts.
• (E) 5% Performs other job related duties as assigned.

PERFORMANCE MEASUREMENTS

• Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, security procedures, legal, and regulatory requirements.
• Good business relations exist with members. Products and services are properly and thoroughly explained. Members' problems or questions are courteously and promptly resolved.
• Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisors are appropriately informed of area activities.
• Credit applications and related financial data are closely and effectively analyzed and evaluated. Applications are accurate, complete, and timely.
• The Credit Union's professional reputation is maintained and conveyed.
• Teller functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Monies are balanced and any discrepancies promptly resolved. A balancing record that meets established standards is maintained
• Good business relations exist with members. Member's problems or questions are courteously and promptly resolved.

QUALIFICATIONS:
EDUCATION/CERTIFICATION:

• A high school education or equivalent

REQUIRED KNOWLEDGE:

• Knowledge of Teller policies and procedures.
• Basic understanding of Credit Union operations.
• Good understanding of financial services and products provided.
• Knowledge of Credit Union loan services, policies, and procedures.
• Understanding of related legal and regulatory standards, and required loan documentation.
• Knowledge of consumer lending practices

EXPERIENCE REQUIRED:

• Six months to two years of similar or related experience

SKILLS/ABILITIES:

• Excellent interviewing, communication, and public relations skills. 
• Spanish speaking is a plus.
• Professional appearance and attitude.
• Strong analytical and financial skills.
• Ability to operate related computer applications, and other business equipment including calculators, typewriter, printer, telephone, and notary stamp.
• Good typing skills.
• Good math skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• TALKING: One must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• REPETITIVE MOTIONS: Movements frequently and regularly require using the wrists, hands, and/or fingers.
• FINGER DEXTERITY: Primarily using just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
• AVERAGE VISUAL ABILITIES: Average, ordinary visual acuity is necessary to prepare or inspect documents or products, or operate machinery.
• PHYSICAL STRENGTH: Exerts up to 20 lbs. of force occasionally and/or up to 10lbs. frequently. Alternates between standing and sitting throughout the shift.

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions (such as in a typical office). Occasional local travel.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• REASONING ABILITY: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.
• MATHEMATICS ABILITY: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.
• LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary. Bilingual is a plus.

INTENT AND FUNCTION OF JOB DESCRIPTION

• This job description is intended as a summary of the major duties and responsibilities as well as qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.
• In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the Credit Union.
• Job descriptions are not intended as and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.