Gemini Concierge

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Position Summary

The Branch Corporate Concierge at Wellby’s premier Gemini Branch serves as the face of our flagship location, embodying the highest standard of service and professionalism. This pivotal role delivers a superior, member-centric experience while executing complex administrative and operational functions seamlessly. As the primary liaison for members, vendors, and corporate stakeholders, the Concierge ensures exceptional service, expert guidance in digital tools, efficient lobby flow, and precise management of sensitive, high-level branch operations.

Principle Duties And Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposely and is driven to provide the best team member experience.

Member Experience

• Greet all members, vendors, and visitors warmly upon arrival with professionalism and enthusiasm.
• Identify service needs and guide members to the appropriate department, team member, or resource.
• Optimize lobby wait times by leveraging Kronos scheduling data and lobby queue management systems.
• Deliver exceptional hospitality and personal touches that elevate the member experience, including refreshments and support for guests with accessibility needs.
• Collaborate closely with the Member Loyalty Advocate to navigate complex complaints and escalations, ensuring timely, effective, and empathetic resolution.

Digital Ambassador

• Serve as a Digital Banking Ambassador, confidently walking members through Wellby’s full suite of digital offerings.
• Educate and onboard members on ATM functionality.
• Assist with deposits, withdrawals, balance inquiries, and troubleshooting to build member confidence and independence.
• Responsible for online banking and mobile app setup for E-statement enrollment, debit card, e-wallet, activation, digital appointment scheduling, and remote deposit capture and bill pay tools.
• Stay informed and current on all digital services and tools, including future rollouts.
• Empower less tech-savvy members with confidence and independence through patient, hands-on support.
• Partner with the member Experience and Learning teams to provide feedback on ordinary member digital pain points.

Administrative and Corporate Support

• Act as the central coordinator for all mail and package deliveries—accurately log, promptly distribute, and guarantee the efficient handling of every incoming and outgoing item.
• Maintain the lobby and reception area to ensure a clean, organized, and branded environment.
• Ensure marketing and promotional materials are fully stocked, current, and presented in alignment with Wellby’s brand standards.

Operational and Compliance Support

• Support the execution of notary and medallion signature guarantee services by preparing necessary documentation, confirming identification, and assisting members throughout the process.
• Assist with notary and medallion signature guarantee services by preparing documents, verifying IDs, and guiding members through the process.
• Manage sensitive documents and member interactions with discretion, accuracy, and compliance with operational guidelines.

Internal Corporate Liaison Duties

• Serve as a concierge-style liaison for incoming visits from executive leadership, vendors, and partners.
• Ensure the Gemini branch remains ready for internal meetings, executive visits, and special events, maintaining professional presentation and preparedness.
• Provide essential clerical support for corporate and back-office functions, such as preparing meeting materials or coordinating visitor access.
• Performs other related duties as assigned.

Knowledge, Skills, And Abilities (KSA)

• Knowledge of Wellby’s organizational functions, general operating policies and procedures and credit union best practices.
• Knowledge of credit union products, services, and regulatory requirements that impact event planning and member engagement.
• Knowledge of general office practices and procedures, business English, spelling, punctuation and arithmetic.
• Knowledge of retail product philosophy, banking industry best practices,…