Universal Branch Representative I

Virginia Credit Union•Vinton, VA

19h•Onsite

About The Position

The Universal Branch Representative performs the duties of both a Teller and Member Service Representative (platform). This role is vital in the delivery of an exceptional member experience while supporting branch sales and service strategies. Responsible for opening Memberships, opening all types of deposit accounts, and providing assistance and maintenance on all deposit and loan accounts. The role also involves referral based lending knowledge, assessing member financial needs to identify cross-sell opportunities, and expanding relationships. The representative must engage members and prospective members professionally in person and over the phone, demonstrating flexibility around daily needs and possessing leadership skills to self-manage and guide co-workers. They must have appropriate knowledge of all VACU policies and procedures related to the platform and teller line, including Security and Information Security. The position requires handling member transactions quickly and efficiently, meeting member needs by maintaining knowledge of all VACU products and services, answering phone inquiries, and building/retaining member relationships through follow-up and courtesy calls. The representative is responsible for ensuring business goals and individual member service and sales goals are consistently met, delivering high quality service and needs-based sales, and obtaining notary certification while staying informed of rules and regulations. They must comply with all published enterprise-level policies and procedures, complete required ongoing training, and report Risk Management Policy violations. Developing and maintaining a working knowledge of applicable federal and state regulations, corporate policies, and staying updated on loan documents, systems, and credit reports is also essential.

Requirements

Minimum of high school diploma or equivalent
Customer/member service experience, preferably at a financial institution
Cash handling/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 skills
Problem solving skills
Interpersonal skills
Sound judgment
Ability to handle difficult situations
Ability to handle multiple tasks
Professional appearance and manner
Required notary certification

Nice To Haves

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

Responsibilities

Establishes member relationships through quality service and cross selling VACU products/services to meet member needs
Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority
Performs paying and receiving functions with accurate balancing and reporting, including but not limited to deposits, check cashing, loan payments, miscellaneous sales, cash advances, etc.
Disburses cash accurately and maintains a cash drawer, balancing it daily
Verifies and balances assigned cash drawer daily with minimal cash variances
Assists in reconciling errors or discrepancies
Maintains adequate cash and/or cash limits as required by VACU policy
Evaluates needs of existing and prospective members and makes daily referrals to Member Service Representatives
Responsible for opening Memberships
Responsible for opening all types of deposit accounts
Able to provide assistance and maintenance on all deposit and loan accounts
Assesses each member’s financial needs to identify, cross-sell opportunities and expand relationships
Make appropriate referrals to deepen member relationships
Demonstrates the ability to make appropriate decisions in the best interest of VACU and the membership
Engage members and prospective members in a professional and courteous manner in person and over the phone
Demonstrates flexibility around the daily needs of the members and the branch
Possesses leadership skills to properly self-manage and guide co-workers consistently
Possesses lobby leadership skills in order to maximize exceptional member experience
Demonstrates appropriate knowledge of all VACU policies and procedures related to the platform and teller line, including Security and Information Security
Answers member inquiries and cross-sells products and services of the credit union when appropriate
Responsible for handling member transactions quickly and efficiently in a courteous manner within established policies and procedures and to identify and assist in member needs in a proficient and professional manner
Meets member needs by maintaining appropriate knowledge of all VACU products and services
Answers the phone and responds to member phone inquiries professionally and accurately
Building and retaining member relationships by performing follow – up and courtesy calls to members
Meets expectations in all areas of teller and MSR performance documentation including service quality, operations, and sales
Provides quality service by following all member service expectations
Handles troubleshooting and special assignments in support of supervisor
Responsible for ensuring that business goals and individual member service and sales goals are consistently met
Responsible for delivering high quality service and needs based sales to members
Required notary certification
Must stay informed of all notary rules and regulations
Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security
Report all Risk Management Policy violations in accordance with policy
Must develop and maintain a working knowledge of all applicable federal and state regulations including corporate policies and procedures
Stay up to date on all required loan documents, systems, credit reports and related lending documents
Other duties may be required and assigned by the supervisor