Universal Branch Representative

Job Description:

PRIMARY FUNCTION:

The Universal Branch Representative performs the duties of both a Teller and MSR. This role is vital in the delivery of an exceptional member experience while supporting branch sales and service strategies.

JOB DUTIES AND RESPONSIBILITIES:

Teller Responsibilities
:

• Establishes member relationships through quality service and cross selling VACU products/services to meet member needs

• Handles each transaction proficiently and accurately, exercising good judgment and seeking approval for any transaction exceeding assigned levels of authority

• Performs paying and receiving functions with accurate balancing and reporting, including but not limited to deposits, check cashing, loan payments, miscellaneous sales, cash advances, etc.

• Disburses cash accurately and maintains a cash drawer, balancing it daily

• Verifies and balances assigned cash drawer daily with minimal cash variances. Assists in reconciling errors or discrepancies. Maintains adequate cash and/or cash limits as required by VACU policy

• Evaluates needs of existing and prospective members and makes daily referrals to Member Service Representatives

Member Service Responsibilities
:

• Responsible for opening/maintenance of various deposit accounts

• Ability to interview members with lending needs, submit appropriate loan applications and related documents, and coordinate loan closings

• Assesses each member's financial needs to identify, cross-sell opportunities and expand relationships

• Make appropriate referrals to deepen member relationships

• Demonstrates the ability to make appropriate decisions in the best interest of VACU and the membership

• Engage members and prospective members in a professional and courteous manner in person and over the phone

• Demonstrates flexibility around the daily needs of the members and the branch

• Possesses leadership skills to properly self-manage and guide co-workers consistently

• Possesses lobby leadership skills in order to maximize exceptional member experience

• Demonstrates appropriate knowledge of all VACU policies and procedures related to the platform and teller line, including Security and Information Security

• Answers member inquiries and cross-sells products and services of the credit union when appropriate.

• Responsible for handling member transactions quickly and efficiently in a courteous manner within established policies and procedures and to identify and assist in member needs in a proficient and professional manner

• Meets member needs by maintaining appropriate knowledge of all VACU products and services

• Answers the phone and responds to member phone inquiries professionally and accurately

• Building and retaining member relationships by performing follow - up and courtesy calls to members.

• Meets expectations in all areas of teller and MSR performance documentation including service quality, operations, and sales

• Provides quality service by following all member service expectations

• Handles troubleshooting and special assignments in support of supervisor.

• Responsible for ensuring that business goals and individual member service and sales goals are consistently met.

• Responsible for delivering high quality service and needs based sales to members

• Required notary certification. Must stay informed of all notary rules and regulations.

• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.

• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.

• Report all Risk Management Policy violations in accordance with policy.

• Must develop and maintain a working knowledge of all applicable federal and state regulations including corporate policies and procedures. Stay up to date on all required loan documents, systems, credit reports and related lending documents.

• Other duties may be required and assigned by the supervisor

JOB QUALIFICATIONS:

Knowledge: Thorough understanding of products and services offered by financial institutions preferred

Skills: Satisfactory computer skills required.

Abilities: Positive and effective communication and public relations skills, cross-selling, problem solving and interpersonal skills. Sound judgment. Ability to handle difficult situations. Ability to handle multiple tasks. Professional appearance and manner.

Minimum

Education and Experience:

• Minimum of high school diploma or equivalent.

• Some college education or business courses preferred.

• Customer/member service experience, preferably at a financial institution

• Cash handling/business experience at a financial institution

• Knowledge of TCD transaction and settlement procedures

Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS)

PHYSICAL REQUIREMENTS:

This job requires the ability to sit and stand for long periods of time.

This job requires occasionally lifting up to 50 pounds and/or up to 30 pounds frequently.