Front Desk Representative

About the role

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting members in person and on the telephone, delivering comprehensive Credit Union information through attentive, consultative guidance. Refers members to the appropriate team member in a professional and efficient manner. Demonstrates a commitment to providing enthusiastic, high-quality service, with a strong focus on cultivating meaningful relationships with members.

Responsibilities

• Welcome all members upon their arrival to the facility.
• Create an inviting space by assisting members and vendors in person, determine their needs, and refer them to the appropriate team members.
• Communicate wait times and may offer refreshments while they are waiting.
• If the appropriate team member is unavailable, this role may accept a message on their behalf and ensure it is promptly delivered, request alternative options to assist the member, or if permitted may schedule an appointment.
• Engage members in thoughtful conversation, identifying opportunities to share promotions and proactively connect individuals to expert resources—including Member Service Representatives, Mortgage Lenders, and the Capital Investment Group.
• Coordinate member appointments as needed, fostering trust and encouraging deeper engagement with the Credit Union’s full suite of services.
• Educate new and existing members about the credit union’s products and services tailored to support their financial well-being and deliver meaningful benefits.
• Process special member requests, including but not limited to account research, stop payments, wire transfers, ACH, check orders, and updating contact information.
• Maintain an effective working knowledge, including the technical aspects of the products and services offered to members. May include additional training in areas related.
• Address and resolve member concerns and complaints as needed, ensuring timely and effective solutions. Bring member questions and concerns to supervisor if attention and follow up is needed.
• May perform miscellaneous duties including, but not limited to, sorting mail, verifying deposits, ordering bakery items, making coffee, organizing and cleaning kitchen, ordering and stocking branch and kitchen supplies, making popcorn, maintaining facility and delivery logs for the branch.
• Maintain a presentable lobby area for members and vendors. Log all vendors accessing the building.
• Complete miscellaneous projects for the organization including help with stuffers, process mail payments, process transactions for members that do not involve cash, open additional accounts for members such as savings and Certificates, assist with Digital Banking questions, assist with debit card printing and questions, perform Notary and Signature Guarantee services, send out holiday cards, and additional tasks as needed.

Qualifications

• Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; and ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Good working knowledge of the core computer system, Word, E-mail, and Excel, specifically the software necessary to view/schedule appointments.
• Must be able to operate fax machine, coffee maker and popcorn machine.
• All these skills are normally acquired in one to three months of on-the-job experience.
• Comprehensive knowledge of Credit Union products and services in order to provide information to members as normally acquired in three to six months of related experience with the Credit Union. May be trained to open additional deposit products, renew CD’s and issue debit cards.
• Communication/listening skills necessary to deal effectively and courteously with a diverse group of members, vendors, and employees in high-stress situations.
• Ability to exercise independent judgment when addressing member problems.
• Analytical ability to understand instructions, straight-forward comparisons of numbers, and the ability to collect information from computer screens and other available sources to assist members.
• Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations.

Necessary Experience and Qualifications

• Frequent mental and visual concentration
• Minimal lifting up to 25 pounds

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing

Capital Credit Union is an Equal Opportunity Employer