Universal Associate Lead

ASSOCIATED CREDIT UNION•Chamblee, GA

8d•$24 - $30•Onsite

About The Position

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust. The primary purpose of the Universal Associate Lead position is to exceed member’s expectations by meeting a broad range of financial service needs. A key element in this service delivery is leading the Universal Associate team to identify the member’s financial needs and recommend an appropriate solution. This role is responsible for providing a high level of service to our members and team members. Responsible for the smooth flow of branch floor operations, resolving more complex problems, and overseeing balancing duties. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Requirements

A high school diploma or equivalent is required.
One to three years of prior banking or relevant customer service experience is preferred.
Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs.
Ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.
Clearly understand what the Branch Manager wants, and then articulate that to other retail team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening. Ability to read and understand documents such as policies and procedures, operating and maintenance instructions.
Ability to input and retrieve computerized information.
Proficient with cash recyclers and tablet devices.
Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team.
Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies, equipment, and coin.

Nice To Haves

An Associate’s Degree from an accredited college is preferred.
Knowledge of Jack Henry’s Symitar – Episys or MeridianLink is a plus.
Notary public preferred.
Bi-lingual is desirable.

Responsibilities

Sets the tone for providing exceptional member service and experience by role modeling ideal performance with team.
Leads by example to create an inclusive and professional environment where all team members are respected and diversity is valued.
Displays a high level of integrity, trustworthiness, and professionalism at all times.
Works together with Universal Associate team in a united way to drive toward team success. Demonstrates genuine care for every team member, taking the initiative to assist others.
Focuses on the success of our members, team members, and community.
Fosters a positive can-do attitude to successfully motivate team to accomplish goals and objectives by understanding and supporting the Credit Union’s yearly strategic plan and the branch’s relationship building and service objectives.
Takes ownership and responsibility for decisions and actions made at the individual and branch levels.
Delivers superior quality through sound execution and a commitment to continuous improvement.
Constantly looks for ways to improve processes that will improve the member’s experience and communicate those ideas to Retail Services Management.
Assumes responsibility for ensuring and performing efficient, effective, and professional Universal Associate operations and functions.
Takes ownership of member service problems and ultimate resolution.
Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional and inviting manner.
Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
Projects a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
Assists members with inquiries, requests, or problems in a friendly, respectful, courteous, and professional manner.
Proactively seeks solutions to member service and efficiency issues. Troubleshoot online and mobile banking issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.
Contributes to member satisfaction and retention, turning them into raving fans.
Easily transition between jobs and responsibilities throughout the branch.
Proficiently performs routine to basic transactions and tasks including but not limited to: Ability to perform basic to complex Universal Associate duties: processing transactions efficiently, professionally, and accurately; identifying member needs; promoting products and services; maintaining and accurately balancing cash drawers or cash recyclers; open and close all depository accounts; and provides general member service assistance.
Maintains proper cash levels and keeps cash secure at all times. Accurately balances cash drawers and cash recyclers, night drop depositories, and ATMs/ITMs. Report variations in accordance with credit union policy.
Responsible for vault duties which includes preparing and forwarding the order for cash to the cash service provider and Accounting; verify cash received; fill UA’s cash orders; maintains full vault security and balance vault cash according to Branch Cash Management procedures.
Maintains an inventory of official checks, money orders, Visa gift cards, and other negotiable items.
Minimizes risk of losses, including cash differences and other controllable losses. Verifies transactions, monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
Assists with the opening and closing of all depository accounts including but not limited to: Individual Retirement Accounts (IRAs), Health Savings Accounts (HSAs), Educational Savings Accounts (ESAs), Trusts, blocked accounts, and Accounts due to death.
Assists members with questions regarding legal documents presented: Power of Attorney (POA), Payable on Death (POD), Guardianship/Conservatorship, Deceased member accounts, and other legal documents presented.
Maintains confidentiality in respect to members’ account.
Completes required reports and records timely and accurately (including CTRs)
Works together within a team environment to drive toward team success. Ensures efficient and effective branch operations by providing back-up support to the team in performing daily tasks as needed.
Balances member service and risk management in error resolutions.
Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems.
Skillfully handles and resolves difficult situation for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
Exercises good judgement while keeping the credit union’s financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
Reviews individual goals during periodic coaching sessions.
Proactively solicits new business through referrals and member engagement while strengthening and expanding existing member relationships.
Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future financial needs. Provides solutions to ensure the member feels understood, informed, and confident in the credit union and products or services offered.
Maintains an advanced knowledge of Associated Credit Union’s products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
Basic knowledge of lending products. Evaluates the member’s need and warm transfer them to the appropriate business unit.
Meets or exceeds personal and branch goals through member referrals and ensuring that member’s requests and questions are promptly resolved and satisfied.
Actively participates in marketing promotions and community opportunities.
Actively participates in branch huddles, individual and group coaching/training sessions.
Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
Maintains a professional work environment and businesslike appearance.

Benefits

Associated Credit Union brand is conveyed and maintained.
Driving member loyalty and ensuring members needs are met. (i.e. NPS Score, Member Effort Score, etc.)
Possess adequate product knowledge by obtaining a score of 85 on the annual Product Knowledge Manual assessment.
Members' problems or questions are courteously and promptly resolved.
Branch engagements, referral activities, expenses, and profitability are in line with Credit Union standards.
Membership growth by attracting new members. (i.e. New members / Accounts per branch)
Member referrals and engaging new and existing members. (i.e. Referral requests per branch; Products Per Member; etc.)
Member churn
Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards. (i.e. Teller Transaction Cycle Time; Lobby Wait Time; Number of Engagements, etc.)
Monies are balanced and any discrepancies promptly resolved.
Responds to any audit findings for branch. (i.e. Internal Audit findings, QC findings, operational discrepancies, etc.)
Ensures branch security. Opens and closes the building in accordance with set hours and test security equipment quarterly.
Celebrate successes; Catch your team doing things RIGHT.
Branch personnel are well trained and efficient, and their activities well-coordinated.
Employee churn.
Staff readiness for increased responsibilities