Responsible for providing a variety of paying and receiving functions for members in person, via phone, and through the mail, including processing deposits, withdrawals, loan payments, cashiers' checks, money orders, and cash advances. Balances each day's transactions and verifies cash totals. Performs a broad variety of member services functions such as opening and closing accounts, renewing certificates, assisting members with loan applications, processing loans, underwriting loans and decisioning loans (based on loan policy authority level 1 - Loan Interviewer), and assisting members with bookkeeping and checking account problems. Answers members’ questions regarding Credit Union services provided and performs a variety of account maintenance duties. Actively offers Credit Union services and seeks solutions to meet member financial needs. Performs specific assigned tasks including various clerical and receptionist functions. Assists other MSRs and FSRs with duties as required. Serves members promptly and professionally.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for the efficient, effective, and accurate performance of teller functions.
a. Represents the Credit Union in a courteous and professional manner.
b. Receives share deposits and loan payments.
c. Processes cash advances, cashiers' checks, and money orders.
d. Disburses cash or check share withdrawals.
e. Processes transfers.
f. Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
g. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
h. Provides override function for other tellers.
2. Assumes responsibility for the effective performance of loan interviews and clerical support functions.
a. Interviews and assists members with applications for loans and Credit Union services.
b. Calculates terms, finance charges, insurance rates, etc. on loans for proper disclosure on promissory notes.
c. Receives, reviews, and processes related paperwork and refers all loan applications to Loan Officers. Follows up on paperwork to ensure its completeness and accuracy.
d. Disburses loans promptly and accurately.
e. Closes loan applications in accordance with Credit Union policies and procedures.
f. Quotes payoff balances and provides credit ratings. Completes verification of deposits. Quotes NADA vehicle values.
g. Prepares miscellaneous documents and reports and maintains related records.
h. Ensures that services are provided in accordance with established Credit Union policies and are legally compliant. Ensures that interviews and service requests are properly documented.
Ensure all member business is captured when possible, either in person or over the phone.
3. Assumes responsibility for the effective and professional performance of member service functions.
a. Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts. Completes payroll deduction and authorization forms.
b. Assists member with loan applications and VISA applications. Processes, underwrites, and decisions loans based on loan policy authority level 2 – Loan Officer.
c. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders.
d. Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
e. Informs members of Credit Union policies and services. Provides routine information concerning loan applications, account balances, payroll deduction plans, etc.
f. Assists Operations with wire transfer requests and identity verification of member.
g. Performs file maintenance and account changes as needed.
h. Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
i. Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.
4. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
a. Assists area personnel as required.
b. Keeps supervisor informed of area activities and of any significant problems or concerns.
c. Completes required reports and records accurately and promptly.
d. Attends meetings as required.
5. Assumes responsibility for establishing and maintaining effective and professional business relationships with vendors/dealerships (i.e. Indirect and other credit union product programs).
a. Addresses vendor questions promptly and courteously.
b. Assists completing periodic tracking, reporting, and required disbursements for department programs.
c. Maintains the Credit Union’s quality and professional reputation.
6. Assumes responsibility for related duties as required or assigned.
Performs drive-up service and night drop functions as assigned.
Performs procedures for opening and closing of operations, including vault, alarm, and door duties.
Replaces Tellers as needed.
Ensures that work area is clean, secure, and well maintained.
e. Proactively stays informed regarding policy and procedure changes.
f. Performs related clerical duties as required.
PERFORMANCE MEASUREMENTS
1. Teller and Financial Service Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
2. Monies are balanced and any discrepancies promptly resolved.
3. Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.
4. Good working relationships and coordination exist with area personnel and with management. Assistance is provided to other Service Representatives and staff as needed. Supervisors are appropriately informed of area activities.
5. Required reports and records are accurate, complete, and timely.
6. The Credit Union's professional reputation is maintained and conveyed.
QUALIFICATIONS
Education/Certification: High school graduate or equivalent.
Required Knowledge: Knowledge of Teller and Financial Service Representative operations and procedures.
Basic understanding of Credit Union operations, products, and services.
Experience Required: Previous cash handling experience a preferred.
Previous financial institution experience helpful.
Prior member service/clerical experience helpful.
Skills/Abilities: Good communication skills.
Professional appearance, dress, and attitude.
Excellent math skills.
Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, and telephone.
Good typing skills.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)
WORKING CONDITIONS
Dual-Branch Location: Position will work at both the Morris Branch and Ottawa Branch locations as needed.
None: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Mathematics Ability: Ability to perform basic math skills and to use decimals to compute ratios and percents, and to draw and interpret graphs.
Language Ability: Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
Ability to write complex sentences, using proper punctuation, and use adjectives and adverbs.
Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.
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