Universal Associate Lead

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Atlanta, GA, US

30+ days ago Requisition

Salary Range: $24.32 To $30.41 Hourly

Department:
Retail Services

Reports to:

Assistant Branch Manager / Branch Manager

Supervises:
Basic Supervision of Universal Associates I & II

Skill Levels:
Lead

The primary purpose of this position is to assist Associated Credit Union in living out its Mission:
To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary purpose of the Universal Associate Lead position is to exceed member’s expectations by meeting a broad range of financial service needs. A key element in this service delivery is leading the Universal Associate team to identify the member’s financial needs and recommend an appropriate solution. This role is responsible for providing a high level of service to our members and team members.

Responsible for the smooth flow of branch floor operations, resolving more complex problems, and overseeing balancing duties. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

• Sets the tone for providing exceptional member service and experience by role modeling ideal performance with team.
• Leads by example to create an inclusive and professional environment where all team members are respected and diversity is valued.
• Displays a high level of integrity, trustworthiness, and professionalism at all times.
• Works together with Universal Associate team in a united way to drive toward team success. Demonstrates genuine care for every team member, taking the initiative to assist others.
• Focuses on the success of our members, team members, and community.
• Fosters a positive can-do attitude to successfully motivate team to accomplish goals and objectives by understanding and supporting the Credit Union’s yearly strategic plan and the branch’s relationship building and service objectives.
• Takes ownership and responsibility for decisions and actions made at the individual and branch levels.
• Delivers superior quality through sound execution and a commitment to continuous improvement.
• Constantly looks for ways to improve processes that will improve the member’s experience and communicate those ideas to Retail Services Management.
• Assumes responsibility for ensuring and performing efficient, effective, and professional Universal Associate operations and functions.
• Takes ownership of member service problems and ultimate resolution.

• Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional and inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Projects a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Assists members with inquiries, requests, or problems in a friendly, respectful, courteous, and professional manner.
• Proactively seeks solutions to member service and efficiency issues. Troubleshoot online and mobile banking issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.
• Contributes to member satisfaction and retention, turning them into raving fans.

• Easily transition between jobs and responsibilities throughout the branch.
• Proficiently performs routine to basic transactions and tasks including but not limited to:
  • Ability to perform basic to complex Universal Associate duties: processing transactions efficiently, professionally, and accurately; identifying member needs; promoting products and services; maintaining and accurately balancing cash drawers or…