Concierge

Objective

The Concierge primary role consists of overall lobby management while projecting the front‑line member care philosophy by greeting, welcoming, offering options and directing members to appropriate supporting staff. By utilizing the supporting software, the Concierge will quote wait times or promote phone and in‑person appointments as appropriate. Duties also include answering member questions regarding credit union services and performing a variety of account maintenance activities.

The Concierge will process business member transactions, including but not limited to teller/cash transactions.

• Professionally and enthusiastically greet members to serve their needs or direct them to appropriate staff.
• Perform opening and closing procedures consistently with policies and procedures.
• Use computer software to sign in members and monitor wait time to ensure quality service.
• Professionally service basic member activity, including, but not limited to:
  • Process changes of address and add additional names to accounts.
  • Place check orders and order replacement ATM/debit cards.
  • Set up direct deposit and process wire transfers and stop payments.
  • Process printouts of statements and check copies as requested.
  • Open deposit accounts.
• Assume responsibility for establishing and maintaining effective, professional business relations with members:
  • Resolve member requests and questions promptly, courteously, and professionally.
  • Keep members informed of credit union services and policies.
• Maintain and project the credit union’s professional reputation.
• Recommend and refer new and alternative services to members that best fit their financial needs.
• Outbound calling to members who were no‑shows for appointments to offer alternative options.
• Accept all company deliveries, track through a delivery log, and process mail as needed while balancing totals.
• Keep track of all outgoing overnight deliveries and call for pick‑ups if appropriate.
• Assist in the preparation and delivery of departmental reports and letters.
• Assist with mailings by preparing labels and stuffing envelopes.
• Assume all teller line functions, including but not limited to transactions for business members, balancing drawer, vault, and recycler; also handles cash orders for branch.
• Assist members both inside and outside and with ITM machines.
• Maintain audit controls, including but not limited to dual control, key control, logs/reports, alarms, safe deposit box, and all teller‑related audit responsibilities.
• Manage reports as directed by management.
• Perform other duties as required by management.
• Develop an understanding of Credit Union history, philosophy, organization, policies, and operational procedures, including all teller related procedures and regulations.
• Perform notary duties as needed in the branch.
• Continue to improve competency through training and certification on established educational programs.
• Must be able to relate to other people beyond giving and receiving instructions:
  • Get along with coworkers or peers without exhibiting behavioral extremes.
  • Perform work activities requiring negotiation, instruction, supervision, persuasion, or speaking with others.
  • Respond appropriately to feedback from a supervisor.
• Assertive problem‑solving skills.

• High school diploma or equivalent education and experience.
• Prior customer service experience.
• Knowledge of most Microsoft Office software, including Word and Outlook features.
• Strong organizational skills and attention to detail.
• Must value a high degree of accuracy.
• Professional demeanor.
• Positive and outgoing attitude.
• Exceptional communication skills.
• Assertive problem‑solving skills.

While performing the duties of the job, the employee is regularly required to sit, use hands to manipulate, handle, feel, and talk or hear, and frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

Entry level

Full‑time

Strategy/Planning and Information Technology

Banking