Concierge

ConciergeReports to: Branch ManagerSupervises: NoneStatus: Non-ExemptObjectiveThe Concierge primary role consists of overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options, and directing members to the appropriate supporting staff. A key component of this role is maintaining a strong lobby presence by actively engaging members. By utilizing the supporting software, the Concierge will quote wait times, or promote phone and in person appointments as appropriate for the member. Duties will also include answering member questions regarding credit union services provided and perform a variety of account maintenance activities. The Concierge will process business member transactions that include but are not limited to teller/cash transactions.Duties and ResponsibilitiesProfessionally and enthusiastically greets members to serve their needs or to direct them to the appropriate staffPerforms opening and closing procedures in a manner that is 100% consistent with policies and proceduresUses computer software to sign in members and monitor wait time to ensure quality serviceProfessionally services basic member activity, including, but not limited to: Processes changes of address and add additional names to accountsPlaces check orders and order replacement ATM / debit cardsSets up direct deposit and process wire transfers and stop paymentsProcesses printouts of statements and check copies as requestedOpens deposit accounts.Assumes responsibility for establishing and maintaining effective, professional business relations with members: Resolves member requests and questions promptly, courteously, and professionally keep members informed of credit union services and policiesMaintains and projects the credit union's professional reputationRecommends and refers new and alternative services to members that best fit their financial needsOutbound calling to members who were a no show for appointments to offer alternative optionsAccepts all company deliveries and track through a delivery log including processing mail as needed and balancing totalsKeeps track of all outgoing overnight deliveries and call for pick-ups if appropriateAssists in the preparation and delivery of departmental reports and lettersAssists with mailings by preparing labels and stuffing envelopesAssumes all teller line functions including but not limited to transactions for business members, balancing drawer, vault, and recycler. Also includes cash orders for branchAssists members both inside and outside and with ITM machinesMaintains audit controls including but not limited to dual control, key control, logs/reports, alarms, safe deposit box and all teller-related audit responsibilitiesRegularly attends community events and serves as an advocate for KEMBA and the branchManages reports as directed by managementPerforms all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and proceduresDevelops an understanding of Credit Union history, philosophy, organization, policies, and operational proceduresOn a self-direct basis, continues to improve individual level of competency through training and certification on established educational programsRelates to others beyond giving and receiving instructions: Communicates with coworkers or peers without exhibiting behavioral extremesPerforms work activities requiring negotiating, instructing, supervising, persuading, or speaking with othersResponds appropriately to criticism from a supervisorPerforms other duties as required by managementRequired QualificationsHigh school diploma or equivalent education and experiencePrior customer service experienceKnowledge of most Microsoft Office software, including Word and Outlook featuresStrong organizational skills and attention to detailStrong communication and interpersonal skillsMust value a high degree of accuracyProfessional demeanorPositive and outgoing attitudeExceptional communication skillsAssertive problem-solving skillsPhysical DemandsThe physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.