Lobby Customer Service Representative (Poway)

Job Description

Job Description

Position Summary:

Receptionist is responsible for welcoming members to the branch, identifying their needs and delivering prompt, professional and accurate service, and effectively managing the flow of both lobby traffic and incoming calls. As an employee of the credit union, Receptionist is expected to actively promote Credit Union products and services to existing and potential members and work with a dedicated team of professionals to support the organization’s mission and values.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• 1 year of financial service experience or 6 months of SDCCU member facing work experience may be considered.
• Demonstrated ability to identify and offer/refer products and services to meet members’ financial needs.
• Demonstrated success in achieving assigned goals and performance expectations.
• Strong interpersonal, communication, and time management skills.
• Professional appearance with an enthusiastic approachable style to create an inviting environment.
• Proven organizational skills with the ability to prioritize tasks and responsibilities and manage interruptions.

Essential Duties and Responsibilities

• Greet existing and potential members, identify their needs and connect them with the appropriate staff for assistance as needed. 
• Deliver exceptional member experience by consistently maintaining a positive and professional attitude while caring for members and resolving routine member questions.
• Prepare existing and potential members for interactions with credit union representatives by determining their eligibility, services needed, and providing any necessary documents. 
• Promptly answer incoming phone calls and general questions about credit union services, direct calls to appropriate team members or department as appropriate.
• Accurately process routine and complex member account transactions in compliance with established policies and procedures. 
• Manage branch calendars and appointments for branch staff. 
• Identify and offer products and services to members and/or refer the member to an appropriate representative or partner to meet their financial needs. 
• Participate in campaigns, contests, member outreach efforts, and community/business development events. 
• Work with branch team members to achieve assigned personal and branch performance goals.
• Monitor branch lobby and maintain awareness of visitors and ensure access to restricted areas is controlled. 
• Support branch operations and perform additional duties as assigned by management.
• Adhere to credit union regulatory and compliance requirements including Anti-Money Laundering (AML), Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), Currency Transaction Report (CTR), Member Information Security Procedures (MISP).

Other Duties & Responsibilities

• May be required to work weekends and/or extended hours, include attending community/business development events.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to walk, stoop, kneel, crouch or crawl.  The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The noise level in the work environment is usually moderate.

Monday-Friday: 8:30am/5:30pm
Saturday: 8:30am/2:30pm (Rotating)
Sunday: OFF
Full Time - 40 hours a week