Receptionist, Customer Service​/HelpDesk

Primary Objective

Greet members, making them feel welcome, and introduce them to new products and services that address their financial needs. Guide members on ATM/ITM machines and e-services. Provide backup clerical tasks for credit union staff to ensure timely delivery of services to membership and contacts. Lobby lead to maintain a high level of service and ensure members are assisted efficiently.

• Official greeter, first point of contact for members and visitors. Responsible for updating lobby tracker; route/refer to appropriate credit union personnel/dept.
• Serves as ATM/ITM Concierge, if applicable.
• Ensures neatness of main lobby area and appropriate signage for the lobby are posted.
• Ensures that members are helped in a timely manner by monitoring Lobby Tracker wait times and ensuring members are kept abreast of wait times and next available staff person to assist.
• Maintain familiarity with credit union products and services and their features and benefits.
• Assist members Safe Deposit Box access, if applicable.
• Answer general member questions with regards to account information and available services.
• Provide service on accounts such as check orders, address changes, loan coupon request, stop payment, statement copies, etc.
• Assist members on ATM/Debit Card usage and enrollment and reset of all e-services, including online banking.
• Maintain debit card printer. Verify and file debit card reports. Issue
  - Debit cards and renewals.
• Ensure debit card inventory is verified daily, properly loaded, balanced, and removed at end of day under Dual Control.
• Assist members with Debit Card disputes, Smart Card features and benefits.
• Assist members with requests for account maintenance and account research.
• Maintain debit card printer. Verify and file debit card reports. Issue member  and Issue Debit Cards and renewals.
• Responsible for ordering supplies for Member Service Dept.
• Fill in as overflow for clerical duties in the branch.
• Complete and forward data, information, and documentation as requested by staff via email, phone or other communication.
• Prepare member documents as per instructions from Branch staff or staff from other Branches.
• Distributes incoming mail received at branch from Fed Ex and postman. Schedules Fed Ex pick-up.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), Anti Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• All Other Duties as Assigned.

Supervise Approximately:
None

Reports To:

Branch Manager

Contacts:
Daily contact with members, vendors, employees, via face to face, email and telephone.

• Education:
  
  High School Diploma or GED required.
• Experience:
  
  6 months customer service or reception experience;
  Credit union or financial experience preferred.

Position involves wrist/hand manipulation, restriction to workstation for extended periods of time. May be required to stand for extended periods of time. Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents. Communication abilities required by this job incudes clarity in speech and hearing for effective staff/member interaction. Position may require travel to alternate branch locations as scheduled or as business needs arise, including temporary or permanent assignments, to support operational requirements.

Most important to this position is demonstrated ability to engage in relationship building, a highly positive, service-oriented attitude, excellent verbal and written communication skills, and the ability to anticipate member needs and initiate assistance beyond duties assigned.

Personal computer with windows environment, scanner, cash advance machine, calculator, copy machine, Debit card imprinter, ATM/ITM.