Role: |
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Mentor new and existing BSRs evaluating progress in collaboration with the BSR Supervisor, Operations Supervisor and Branch Manager. Have an expert knowledge of all processes, procedures and be a subject matter expert. Review and maintain procedures. Provide approvals to staff within established limits. Monitor staff and member interactions with an emphasis on security, risk management and member service. Serve as an escalation point for challenging member interactions. Research, resolve and respond to a wide variety of member issues and requests received electronically or by phone with a strong degree of professionalism, service, and sales. Solve complex member issues. Always emphasize excellence in member service as defined by service standards. Ensure members, receive friendly, accurate, and timely assistance when addressing member questions, and to be able to provide all member services while utilizing the support departments as needed. |
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Essential Functions & Responsibilities: |
| E | 25% | Maintain an expert knowledge of all functions, processes and procedures required of the Branch. Collaborate with BSR Supervisor, Branch Operations Manager and Branch Manager to support a member centric experience. Maintain a procedural expertise of all delivery systems; WireXchange, Alkami, Alkmai Admin, CST, Vantiv IQ, Teams, CCM, ConvergePoint, Docusign, eDesk, Verafin, and DNA. Apply expertise against relevant policies, guidelines, procedures, systems, and programs to mitigate risk. Provide transactional approval and overrides. Identifies coaching and training opportunities to help develop, motivate, and support team members on the teller line (BSRs). |
| E | 25% | Mentor new hires training on all procedures, processes, and technical platforms with an emphasis on providing excellent member service. Assess and provide feedback to management regarding trainees progress. Mentor existing Branch staff. Provide performance feedback to manager for coaching and evaluation purposes. Focus on member financial well-being, acting in the best interest of the membership. Collaborates effectively with branch leadership to execute initiatives while building and nurturing strong team member relationships. Identify solutions for new and existing members based on their short- term and long-term needs. |
| E | 25% | Conduct transactions such as opening new accounts, loan processing, funding, assisting with deposits and withdrawals, cashiers checks, money orders, and other complex transactions. Completes account inquiries, address changes, closing accounts, and account maintenance requests as directed by members, including changes relative to payroll deduction; researches and solves member questions, problems and complaints in a timely manner while maintaining member satisfaction. |
| E | 10% | Meets balancing requirements as outlined in the Branch Employee Performance Standards. Assists and supports Branch Manager, Assistant Branch and BSR Supervisor by assuming responsibility for supervising vault duties (e.g., scheduling/ordering cash), balancing duties (ATMs, recyclers, vault), closing duties, overrides (as appropriate). Ensure (individually or through delegation) that day-to-day operations of the Branch are completed effectively and efficiently |
| E | 10% | Keeps informed of the latest changes in credit union policies and procedures relating to security, compliance, rates, and consumer protection laws.
Empower has identified and established role specific BSA compliance course training that will be assigned by role requirements through BVS and must be completed by the deadline specified. |
| N | 5% | Take responsibility for self-improvement by continuous and constant training to provide the highest-level service possible. Perform all other duties as assigned |
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Performance Measurements: |
| 1. | See Dayforce for Performance Goals |
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Knowledge and Skills: |
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Experience | Two to three years of similar or related experience including...
- 23 years of prior experience in financial services or sales-oriented environment required.
- One year minimum of excellent cash handling experience. |
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Education | Must have HS Diploma/GED |
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Interpersonal Skills | Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. |
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Other Skills | 1. Experience in financial services and knowledge of financial services industry, products, and solutions
2.Possession of strong customer service and sales skills, especially in a banking or retail environment preferred
3. Excellent computer skills MS Windows and MS Office (Word & Excel)
4.Ability to be well organized, team-player, motivated and flexible with working hours
5.Outstanding oral and written communication skills
6.Ability to perform multi-task and detail oriented
7.Demonstrated ability and desire to thrive in a challenging fast paced work environment
8.Is an enthusiastic, passionate, highly motivated self-starter with a strong work ethic.
9.Communicates effectively and confidently while engaging all members and team members.
10.Applies strong critical thinking and problem-solving skills to meet member and team member needs. |
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Physical Requirements | Physical Demands: While performing the duties of the job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch or crawl.
The employee must occasionally lift and/or move up to 60 pounds daily. Specific vision abilities required by this job include close vision and the ability to adjust focus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mental Demands: The mental characteristics necessary to competently perform this job include the occasional need to be resourceful, perceptive and persuasive in solving problems; the frequent need to take initiative, and, the continuous need to concentrate and exercise sound judgment and patience in dealing with members, employees, and vendors. |
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Work Environment | The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
