Branch Specialist

Branch Specialist

This role provides exceptional member service in a high-volume, schedule-driven environment with a focus on teller-line operations. The position involves ensuring the accurate and efficient handling of financial transactions for various accounts. The specialist will also provide information regarding products and services, demonstrating knowledge and active listening to ensure an optimal member experience.

Key Responsibilities

• Respond to in-person member inquiries and requests promptly within a structured operation.
• Perform teller-line transactions and related functions for savings, checking, consumer loans, credit cards, and fraud resolution.
• Protect and verify the identity of members, and review account information for alerts and irregularities.
• Act and respond to situations or patterns of activity that indicate potential fraud or abuse.
• Demonstrate proficiency in multiple systems, active listening, and engagement techniques to ensure accuracy and member satisfaction.
• Identify and recommend additional products and services to meet member needs.
• Maintain compliance with all policies and procedures while supporting a positive member interaction experience.
• Perform other duties as assigned.

Required Qualifications

• Experience with cash-handling in a fast-paced environment.
• Reliable attendance and adherence to schedule.
• Proficiency with computers, banking software, and the ability to navigate multiple screens.
• Ability to multi-task effectively in a fast-paced, customer-facing environment.
• Strong organizational, planning, and time management skills.
• Effective verbal and written communication and active listening skills.
• Ability to resolve member/customer issues professionally and tactfully.
• Demonstrated initiative, sound judgment, and decision-making skills.
• Ability to work independently and collaboratively in a team setting.
• Composure under pressure and adaptability to changing environments.
• Basic mathematical skills for accurate calculations.
• Ability to build rapport and maintain positive relationships with members.
• Receptiveness to feedback and commitment to continuous improvement.

Preferred Qualifications

• Experience in customer service, preferably in a banking or financial institution.

Work Environment

To support consistent staffing and operational coverage, availability is expected during specific hours. For standard Monday–Saturday branches, availability is expected Monday through Friday between 8:00 AM and 6:00 PM, and on Saturdays between 8:00 AM and 3:30 PM. For Monday–Friday only branches, availability is expected Monday through Friday between 8:00 AM and 6:00 PM. These guidelines ensure adequate coverage and flexibility to meet operational demands.