Lobby Customer Service Representative I (Mira Mesa)

San Diego County Credit Union•San Diego, CA

About The Position

The position of Receptionist is established to coordinate and direct lobby/phone traffic while providing prompt, professional and accurate assistance to members. Participate in the promotion of Credit Union products and services to existing and potential members. Maintain quality service standards set by the organization.

Requirements

High school diploma or equivalent.
1 year of customer service experience or SDCCU member facing work experience may be considered.
Knowledge of member interviewing techniques, ability to identify and offer/refer products and services to meet members’ financial needs.
Possess effective human relations and communication and organizational skills.
Professional appearance and demeanor.

Responsibilities

Greet members/potential members to establish rapport; probe to determine financial needs; direct to appropriate employees for assistance.
Prepare members/potential members for interactions with credit union representatives by determining their eligibility, services needed, and providing any necessary documents.
Answer phone calls within three rings; maintain positive demeanor, ensure phone coverage at all times; provide timely, complete and accurate messages.
Maintain scheduling calendar in a clear, consistent, complete and accurate manner to include: appropriate timeframes for appointments, evenly distributing appointments, documenting days out of the branch and handling schedule changes.
Have an awareness of staff and management activities to ensure accurate information is relayed to callers.
Attend to member concerns, or refer member to appropriate employee for assistance.
Identify and offer products and services to members to meet their financial needs and/or refer the member to an appropriate representative or partner. Participate in campaigns, contests, member outreach efforts, meetings and one on ones with management. Accurately track all referrals/sales. Meet established performance goals as assigned.
Accurately record and track all member interactions, following policy and procedure and maintaining integrity in all actions
Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.
May serve as MSR or in other related capacities as directed by management.
May be required to work weekends and/or extended hours, to include offsite events.
Perform other duties as assigned.