Universal Branch Representative I - Courthouse Branch

Virginia Credit Union•Chesterfield, VA

About The Position

The Universal Branch Representative performs the duties of both a Teller and a Member Service Representative (platform). This role supports branch sales and service strategies while delivering an exceptional member experience. The representative handles teller transactions, membership and deposit account openings, account assistance, referrals, and needs-based sales. The role also requires maintaining knowledge of VACU products, policies, procedures, applicable regulations, and required lending documentation, as well as completing required training and reporting risk management violations. Other duties may be assigned by the supervisor.

Requirements

High school diploma or equivalent.
Customer or member service experience, preferably at a financial institution.
Cash-handling or business experience at a financial institution.
Knowledge of TCD transaction and settlement procedures.
Satisfactory computer skills.
Positive and effective communication and public relations skills.
Cross-selling, problem-solving, and interpersonal skills.
Sound judgment and the ability to handle difficult situations and multiple tasks.
Professional appearance and manner.
Required notary certification.

Nice To Haves

Some college education or business courses.
Thorough understanding of products and services offered by financial institutions.

Responsibilities

Build member relationships through quality service and cross-sell VACU products and services to meet member needs.
Process transactions accurately and efficiently, use sound judgment, and seek approval for transactions above assigned authority levels.
Perform paying and receiving functions, including deposits, check cashing, loan payments, miscellaneous sales, and cash advances.
Maintain, balance, and report on an assigned cash drawer; reconcile errors or discrepancies and maintain required cash levels.
Evaluate existing and prospective members' needs and make appropriate referrals to Member Service Representatives.
Open memberships and all types of deposit accounts.
Assist with maintenance of deposit and loan accounts and apply referral-based lending knowledge.
Assess members' financial needs, identify cross-selling opportunities, and make referrals that deepen member relationships.
Engage members and prospective members professionally and courteously in person and over the phone.
Adapt to the daily needs of members and the branch, self-manage, guide co-workers, and provide lobby leadership to support the member experience.
Maintain knowledge of VACU platform and teller-line policies and procedures, including security and information security requirements.
Answer member inquiries and phone calls accurately and professionally, and cross-sell products and services when appropriate.
Handle member transactions promptly and courteously while identifying and assisting with member needs.
Conduct follow-up and courtesy calls to build and retain member relationships.
Meet teller and Member Service Representative performance expectations, including service quality, operations, and sales.
Provide quality service in accordance with member service expectations and consistently meet business, member service, and sales goals.
Handle troubleshooting and special assignments in support of the supervisor.
Maintain required notary certification and stay informed about notary rules and regulations.
Comply with enterprise policies and procedures, including Risk Management policies, and complete required ongoing training, including BSA, OFAC, and Information Security training.
Report Risk Management Policy violations in accordance with policy.
Maintain working knowledge of applicable federal and state regulations and corporate policies and procedures.
Stay up to date on loan documents, systems, credit reports, and related lending documents.
Perform other duties as required and assigned by the supervisor.