Member Advocate (Teller)

About the role

Provides a variety of paying and receiving functions for members in person, via phone, and through the mail including processing deposits, withdrawals, loan payments, cashiers' checks, money orders, and cash advances. Balances each day's transactions and verifies cash totals. Performs member services functions such as opening and closing accounts, renewing certificates, and assisting with bookkeeping and checking account problems. Answers member questions regarding Credit Union services and performs account maintenance duties. Cross-sells Credit Union services.

Responsibilities

• Presents and explains Credit Union services and products to members and assists in meeting their financial needs.
• Opens and closes accounts.
• Orders checks for members' accounts.
• Completes payroll deduction and authorization forms.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Solves member bookkeeping and checking account problems.
• Takes stop payment orders.
• Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary.
• Records and relays messages.
• Performs file maintenance and account changes as needed.
• Establishes IRA accounts and answers questions regarding IRAs.
• Opens, renews and updates certificate accounts.
• Keeps informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services. Conveys information to members as applicable.
• Actively cross-sells Credit Union products and services.
• Assumes responsibility for the efficient, effective and professional performance of member service functions.
• Greet and welcome members to the Credit Union in a courteous, professional and timely manner. Provides prompt, accurate and efficient member transactions.
• Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
• Meets all applicable sales goals and referral goals.
• Tracks all sales and referrals and submits scorecard to supervisor monthly within 5 business days of the following month.
• Processes paying and receiving functions. Receives share deposits and loan payments. Disburses cash or check share withdrawals, processes transfers, cash advances, travel cards, wires/western unions and prepares proper receipts.
• Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Reports balancing discrepancies to supervisor daily.
• Keeps all member and credit union business strictly confidential.
• Maintains a professional and courteous attitude with all people including fellow employees, members, management, board members and outside vendors.
• Travels to other branches as needed.
• Assists area personnel as required.
• Keeps supervisor informed of area activities and of any significant problems or concerns.
• Completes required reports and records accurately and promptly.
• Attends meetings as required.
• Performs other duties as assigned.
• Ensures that work areas are clean, secure and well maintained.
• Maintains confidentiality of member records and credit union business.
• Performs related clerical functions as required.

Qualifications

• High school graduate or equivalent.
• At least 1 year cash handling experience or related experience. Financial industry experience a plus.