Universal Branch Representative I

About the role

The Universal Branch Representative performs the duties of both a Teller and Member Service Representative (platform). This role is vital in delivering an exceptional member experience while supporting branch sales and service strategies.

Responsibilities

Teller Responsibilities

• Establish member relationships through quality service and cross-selling VACU products/services to meet member needs
• Handle transactions proficiently and accurately, exercising good judgment and seeking approval for transactions exceeding assigned authority levels
• Perform paying and receiving functions with accurate balancing and reporting, including deposits, check cashing, loan payments, miscellaneous sales, and cash advances
• Disburse cash accurately and maintain a cash drawer, balancing it daily
• Verify and balance assigned cash drawer daily with minimal cash variances; assist in reconciling errors or discrepancies
• Maintain adequate cash and/or cash limits as required by VACU policy
• Evaluate needs of existing and prospective members and make daily referrals to Member Service Representatives

Member Service Responsibilities

• Open memberships and all types of deposit accounts
• Provide assistance and maintenance on all deposit and loan accounts
• Demonstrate referral-based lending knowledge
• Assess each member’s financial needs to identify cross-sell opportunities and expand relationships
• Make appropriate referrals to deepen member relationships
• Demonstrate the ability to make decisions in the best interest of VACU and its membership
• Engage members and prospective members professionally and courteously in person and over the phone
• Demonstrate flexibility to meet the daily needs of members and the branch
• Possess leadership skills to self-manage and guide co-workers consistently
• Exhibit lobby leadership skills to maximize exceptional member experience
• Maintain appropriate knowledge of all VACU policies and procedures related to platform and teller line, including Security and Information Security
• Answer member inquiries and cross-sell products and services efficiently and courteously within established policies
• Handle member transactions quickly and identify member needs professionally
• Maintain knowledge of all VACU products and services
• Answer phone inquiries professionally and accurately
• Build and retain member relationships through follow-up and courtesy calls
• Meet performance expectations in service quality, operations, and sales
• Provide quality service by following all member service expectations
• Handle troubleshooting and special assignments in support of supervisor
• Ensure business goals and individual member service and sales goals are consistently met
• Deliver high-quality service and needs-based sales to members
• Obtain and maintain notary certification; stay informed of all notary rules and regulations
• Comply with all enterprise-level policies and procedures, including Risk Management policies
• Complete all required ongoing enterprise-level training (e.g., BSA, OFAC, Information Security)
• Report all Risk Management Policy violations in accordance with policy
• Develop and maintain a working knowledge of all applicable federal and state regulations, including corporate policies and procedures
• Stay up to date on all required loan documents, systems, credit reports, and related lending documents
• Perform other duties as assigned by the supervisor

Requirements

• Minimum of a high school diploma or equivalent; some college education or business courses preferred
• Customer/member service experience, preferably at a financial institution
• Cash handling/business experience at a financial institution
• Knowledge of TCD transaction and settlement procedures

Skills

• Thorough understanding of products and services offered by financial institutions (preferred)
• Satisfactory computer skills
• Positive and effective communication and public relations skills
• Cross-selling, problem-solving, and interpersonal skills
• Sound judgment and ability to handle difficult situations
• Ability to handle multiple tasks
• Professional appearance and manner

Physical Requirements

• Ability to sit and stand for long periods of time
• Occasionally lift up to 50 pounds and/or frequently lift up to 30 pounds