PURPOSE OF POSITION: To satisfy the needs of our members by providing quick and accurate service in a professionally friendly manner. This includes posting transactions, answering inquiries and helping members join the credit union. It also includes performing duties associated with New Accounts and helping members with their lending needs, from origination to funding. This employee is expected to maintain a professional comportment at all times and comply with all Credit Union polices and procedures, including Standards of Conduct and Confidentiality.
Greets all lobby traffic.
Performs duties related to opening new accounts and establishing new memberships. Opens all types of share accounts, including revocable trusts, IRAs and sole proprietorships, Christmas Club, Money Market Savings, Certificates. Maintains thorough understanding of related documentation and procedures for all New Accounts functions, including Plan documents related to IRAs, business documentation for sole proprietors, affidavits and/or statements related to fraud, check orders (new and reorders).
Performs duties related to originating and funding loans. Interviews loan applicants, processes consumer loans on system, follows up on approved or pending loans, collects stipulations required for funding, prepares and signs members to consumer loan documents, assembles loan documentation for submission to Quality Control Department. Interviews Real Estate/HELOC applicants, submits applications to Real Estate Loan Department.
Performs teller functions such as processing deposits, withdrawals, transfers, loan payments, account closeouts, bond redemptions and file maintenances as directed; cashes checks; activates and changes PINs for ATM and debit cards; issues cashiers checks, credit union checks and traveler’s checks; processes mail, Night Deposit and Quick Drop deposits; generates statements; accepts stop payment requests.
Adheres to all service standards as set forth in Mystery Shopper program; achieve minimum of 90% on shops.
Handles members’ concerns, complaints and transactions with minimal assistance.
Adheres to all teller and check cashing procedures and deposit limits as outlined in the Authority Limits for this position.
Performs Quality Control of signature cards as assigned.
Assists with sales training of new Branch Reps as directed.
May be assigned duties relating to cash equipment.
Balances currency, coin, and checks at end of shift to totals generated by system.
Maintains familiarity and complies with all applicable branch policies and procedures such as accepting negotiable items, scanning checks, buying and selling cash from and to CDMs/TCRs or other Branch Reps/Vault Teller, opening/closing procedures.
Maintains familiarity and complies with all regulations specific to branches (Bank Secrecy Act, Reg cc, Reg E, Patriot Act).
Position is expected to work in alignment with the Core Values of VCCU.
1. Create fun
2. Exceed expectations
3. Be adventurous, creative & open-minded
4. Never stop learning
5. Be passionate, but compassionate
6. Be genuine
7. Build a positive team & family spirit
8. Do more with less
9. Embrace CommUNITY
10. Live the life
Serves member in alignment with VCCU’s Core Service Standards.
Excellent Member Service is VCCU’s #1 Priority.
Excellent Member Service is prompt, accurate and friendly.
Ensure member satisfaction through teamwork.
All internal and external members are always to be treated with respect.
Always use the member's name.
Phone Standards: SMILE, GREET, INTRODUCE, INQUIRE
Always thank the member for the opportunity to serve them.
Respond promptly and appropriately to all correspondence.
Maintain a professional image in self and assigned work area.
Ask for the business.
Maintain thorough product knowledge for all credit union products and services as assessed by passing annual product knowledge certification assessment.
Determine needs for and cross sells Credit Union services and products; achieve sales goals as assigned.
Actively participate in sales training classes, meetings and activities.
May perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities; however, it may have limited override capabilities as assigned.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees are required to complete any job related coursework assigned; including online coursework, in-person training, and offsite training as required by their manager and the training department.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or three years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to member, clients, and other employees of the Credit Union.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
OTHER SKILLS AND ABILITIES: Must be able to operate all basic office equipment and be PC literate with Windows applications. Must achieve and maintain a general knowledge of the Credit Union teller system. Must attain a thorough knowledge of Credit Union products and services.
REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS: Must be bondable.