Mass Ave. Branch - Regional Member Specialist

Position Summary:

Provides float branch coverage for various job functions in both front-end member service and secondary back-end support services. Cover member needs across a variety of delivery channels, such as face to face, over the phone, and online.

Guides members through a variety of financial transactions and provides new and existing Members with information about Metro's offerings, provides banking assistance and advice in determining which products and services best meet member needs, opens member accounts, and provides problem resolution.

• Provides float coverage to branches by assisting with day-to-day operations, open and closing of branch locations, teller and member service support
• Provides as needed supervisory support to branch staff in the absence of a dedicated branch supervisor when assigned to a branch location. This includes providing transaction approvals to other staff members, handling staffing issues and addressing member escalations
• Assists with secondary support duties via phone support for the Universal Service Center and answering Secure Messages
• Identifies financial needs of new and existing members while providing exemplary service and instilling a strong business relationship
• Accurately completes all account opening requirements, teller transactions, and end of day branch balancing, as assigned
• Conducts consumer loan interviews; aids members in the completion of loan applications including verifying identification, obtaining required signatures, and ensuring that approval conditions are met
• Contributes to sales goals; makes effective referrals to Retail partners
• Resolves member escalations by determining cause of the problem, selecting, and explaining the best solution, expediting correction/adjustment, and following up to ensure resolution meets the members needs
• Complies with all Metro policies and standard operating procedures (SOPs), with particular attention to Office of Foreign Assets Control (OFAC) and security transactions, and Bank Secrecy Act (BSA)
• Maintains member and bank operations confidentiality