Receptionist

About the role

Greet members, making them feel welcome, and introduce them to new products and services that address their financial needs. Guide members on ATM/ITM machines and e-services. Provide backup clerical tasks for credit union staff to ensure timely delivery of services to membership and contacts. Lobby lead to maintain a high level of service and ensure members are assisted efficiently.

Responsibilities

• Official greeter, first point of contact for members and visitors.
• Responsible for updating lobby tracker; route/refer to appropriate credit union personnel/dept.
• Serves as ATM/ITM Concierge, if applicable.
• Ensures neatness of main lobby area and appropriate signage for the lobby are posted.
• Ensures that members are helped in a timely manner by monitoring Lobby Tracker wait times and ensuring members are kept abreast of wait times and next available staff person to assist.
• Maintain familiarity with credit union products and services and their features and benefits.
• Assist members with Safe Deposit Box access, if applicable.
• Answer general member questions regarding account information and available services.
• Provide service on accounts such as check orders, address changes, loan coupon request, stop payment, statement copies, etc.
• Assist members on ATM/Debit Card usage and enrollment and reset of all e-services, including online banking.
• Maintain debit card printer. Verify and file debit card reports.
• Issue member ID cards and issue Debit Cards and renewals.
• Ensure debit card inventory is verified daily, properly loaded, balanced, and removed at end of day under Dual Control.
• Assist members with Debit Card disputes, Smart Card features and benefits.
• Assist members with requests for account maintenance and account research.
• Responsible for ordering supplies for Member Service Dept.
• Fill in as overflow for clerical duties in the branch.
• Complete and forward data, information, and documentation as requested by staff via email, phone or other communication.
• Prepare member documents as per instructions from Branch staff or staff from other Branches.
• Distributes incoming mail received at branch from FedEx and postman. Schedules FedEx pick-up.
• Demonstrates an understanding of and follows the requirements of all regulation compliance including but not limited to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• All Other Duties as Assigned.

Requirements

• High School Diploma or GED required.
• 6 months customer service or reception experience.
• Credit union or financial experience preferred.
• Position involves wrist/hand manipulation, restriction to workstation for extended periods of time.
• May be required to stand for extended periods of time.
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.
• Communication abilities required by this job include clarity in speech and hearing for effective staff/member interaction.
• Position may require travel to alternate branch locations as scheduled or as business needs arise, including temporary or permanent assignments, to support operational requirements.
• Most important to this position is demonstrated ability to engage in relationship building, a highly positive, service‑oriented attitude, excellent verbal and written communication skills, and the ability to anticipate member needs and initiate assistance beyond duties assigned.
• Personal computer with Windows environment, scanner, cash advance machine, calculator, copy machine, Debit card imprinter, ATM/ITM.