Front Desk Representative

Capital Credit Union•Kimberly, WI

4d•Onsite

About The Position

The Front Desk Representative supports the Credit Union’s mission by assisting members in person and by telephone, providing comprehensive information through attentive, consultative guidance, and referring members to appropriate team members. The role focuses on enthusiastic, high-quality service and building meaningful relationships with members. The representative welcomes members and vendors, determines their needs, communicates wait times, and helps create an inviting lobby environment. They may relay messages, suggest alternative assistance, schedule appointments, share promotions, connect members with specialists, and educate members about products and services that support their financial well-being. The role also handles special member requests, responds to concerns, maintains working knowledge of Credit Union products and services, and performs a variety of branch and organizational support tasks. This position works in an office environment with moderate noise and involves frequent use of office equipment, prolonged sitting or standing, frequent mental and visual concentration, and minimal lifting of up to 25 pounds.

Requirements

High school education or equivalent educational preparation in reading, writing, comprehension, and basic arithmetic.
Good working knowledge of the core computer system, Word, email, Excel, and software used to view or schedule appointments.
Ability to operate a fax machine, coffee maker, and popcorn machine.
Communication and listening skills to deal 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, make straightforward comparisons of numbers, and collect information from computer screens and other sources.
Ability to analyze, research, and resolve member problems and determine an appropriate course of action in unique situations.
On-the-job experience of one to three months is normally associated with the listed computer, equipment, and related skills.
Three to six months of related Credit Union experience is normally associated with the comprehensive knowledge of Credit Union products and services needed for the role.

Responsibilities

Welcome members upon arrival and assist members and vendors in person by identifying their needs and referring them to appropriate team members.
Create an inviting member experience, communicate wait times, and offer refreshments when appropriate.
When a team member is unavailable, take and promptly deliver messages, request alternative assistance, or schedule an appointment if permitted.
Engage members in conversation, share promotions, and connect them with appropriate resources, including Member Service Representatives, Mortgage Lenders, and the Capital Investment Group.
Coordinate member appointments as needed.
Educate new and existing members about Credit Union products and services tailored to their financial well-being.
Process special member requests, including account research, stop payments, wire transfers, ACH, check orders, and contact-information updates.
Maintain effective working knowledge of Credit Union products and services, including their technical aspects.
Address and resolve member concerns and complaints, and bring issues requiring attention or follow-up to a supervisor.
Perform miscellaneous branch duties, such as sorting mail, completing deposit verifications, ordering bakery items and supplies, making coffee or popcorn, organizing and cleaning the kitchen, and maintaining facility and delivery logs.
Maintain a presentable lobby and log vendors accessing the building.
Complete organizational projects and additional duties as needed, including preparing stuffers, processing mail payments and non-cash member transactions, opening additional savings and Certificate accounts, helping with Digital Banking and debit-card questions or printing, performing Notary and Signature Guarantee services, and sending holiday cards.