Concierge

Concierge’s are are often the first and last impression of the credit union and provide friendly, professional, and confidential member service while minimizing wait times. They are trusted advisors and have exceptional service and sales skills to build strong relationships and loyalty. They engage with our member/guests to understand their needs and process their service requests and transactions. Our Concierge’s understand that United One Credit Union is dedicated to delivering an exceptional member experience that’s unlike any other.

They model our “Fish Philosophy” principles, actively demonstrate our “Creating Member Loyalty” service and sales culture, and uphold our “United for You” service promise. They strive to exceed member expectations, while contributing to a sales environment that focuses on either closing sales that benefit the member, or referring them to the appropriate credit union employee for closing the sale. Our Concierge’s are confident and engaged team members who believe in working collaboratively to meet, or exceed, United One’s mission and strategic goals, and promote the overall success of the credit union.

• Foster and demonstrate our “Creating Member Loyalty” service and sales culture, uphold our “United for You” service promise, and “Fish Philosophy” principles to exceed member expectations and support the strategic goals of the credit union. Take great satisfaction in helping members develop lifelong relationships with us. Highly skilled at uncovering members’ needs by anticipating and recognizing financial needs in order to recommend products and services that benefit the member and build loyalty.
  
  Demonstrate strong listening skills and focus, paraphrase, and empathize with others. Determine eligibility for membership, open/close accounts, and process member inquiries. Ensure timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources. Educate, encourage, and sell members/guests on the use of alternative delivery channels including PTM’s/ATM’s, Mobile Banking/Mobile Deposit, Bill-Payer, P2P, and other ancillary systems.
• Often the first (and sometimes the last) person our members interact with when they enter the branch. Understand that United One is dedicated to delivering an exceptional member experience that’s unlike any other and take satisfaction in helping members develop lifelong relationships with us. Take great pride in maintaining a clean and professional lobby–ensuring that our member/guests are comfortable and supplies are fully stocked.
  
  Engage with our member/guests and guide them through their visit by monitoring the activity of the branch to reduce wait times and ensure service standards are met. Efficiently assist members with their accounts, service requests, and transactions while promoting our products and services and demonstrate knowledge, confidence, and accuracy. Resolve member concerns and issues promptly by following established service recovery steps.
  
  Document calls and other information in our CRM and member management systems to strengthen member relationships and increase services per member.
• Motivated, engaged, and excited to achieve goals and initiatives. Actively participate in skills practice sessions, service and sales meetings, coaching sessions, team meetings, and other opportunities to build skills and strategize methods for success. Accountable for meeting or exceeding established goals and intiatives and proactively utilizes tools and other planned activites to drive performance results. Demonstrate reliability through regular and consistent attendance, meeting deadlines, and being responsive to the needs of others.
• Minimize the risk of doing business by exercising good judgement and ensuring compliance with sound practices, work rules, policies/procedures, laws, and regulations. Protect member and credit union information/data by making confidentiality a priority. Protect the assets of the credit union by ensuring strict cash management practices are in place and adequate cash levels are maintained according…