Front Desk Representative

Capital Credit Union•Kimberly, WI

About The Position

The Front Desk Representative supports the Credit Union’s mission by assisting members in person and by telephone, providing attentive and consultative guidance about Credit Union information, and referring members to appropriate team members. The role emphasizes enthusiastic, high-quality service and building meaningful member relationships. The representative welcomes members and vendors, determines their needs, communicates wait times, and connects them with the appropriate resources. They may relay messages, offer alternative assistance, or schedule appointments when appropriate. The role also engages members in conversations about promotions and services, educates them about products tailored to their financial well-being, and processes special requests such as account research, stop payments, wire transfers, ACH, check orders, and contact-information updates. Additional duties may include addressing member concerns, maintaining knowledge of Credit Union products and services, keeping the lobby and facility presentable, logging vendors, and performing a range of branch support and member-service tasks. These may include opening additional accounts, processing non-cash transactions and mail payments, helping with digital banking and debit cards, and performing Notary and Signature Guarantee services.

Requirements

High school education or equivalent literacy, comprehension, and basic arithmetic skills.
Working knowledge of the core computer system, Word, email, Excel, and appointment-viewing or scheduling software.
Ability to operate a fax machine, coffee maker, and popcorn machine.
Communication and listening skills to interact effectively and courteously with diverse members, vendors, and employees, including in high-stress situations.
Ability to exercise independent judgment when addressing member problems.
Analytical ability to understand instructions, compare numbers, collect information from computer screens and other sources, and analyze, research, and resolve member problems.
Approximately one to three months of on-the-job experience for the specified computer and equipment skills.
Approximately three to six months of related Credit Union experience to acquire comprehensive knowledge of products and services.

Responsibilities

Welcome members as they arrive at the facility.
Assist members and vendors in person, determine their needs, communicate wait times, and refer them to appropriate team members.
When the appropriate team member is unavailable, relay messages, seek alternative ways to assist members, or schedule appointments when permitted.
Engage members in thoughtful conversation, share promotions, connect them with expert resources, and coordinate appointments as needed.
Educate new and existing members about Credit Union products and services.
Process special member requests, including account research, stop payments, wire transfers, ACH, check orders, and contact-information updates.
Maintain working knowledge of the technical aspects of Credit Union products and services.
Address and resolve member concerns and complaints, and refer questions requiring attention or follow-up to a supervisor.
Perform miscellaneous branch duties such as sorting mail, deposit verifications, ordering and stocking supplies, preparing refreshments, and maintaining facility and delivery logs.
Maintain a presentable lobby and log vendors accessing the building.
Assist with organizational projects, including stuffers, mail payments, non-cash transactions, additional account openings, digital banking questions, debit card printing and questions, Notary and Signature Guarantee services, and holiday cards.
Perform additional tasks as needed.