Head Financial Services Representative - Full Time

Description

General Summary of Duties 

Provides quality service to internal and external members’ in-person and over the telephone. Performs all duties assigned to the teller and member services areas according to established policies and procedures. Assumes more responsibility than first-line employees and is expected to be knowledgeable and able to provide guidance in all aspects of department duties.

Essential Job Functions 

• Balance daily. Perform operational duties and troubleshoot problems with department equipment. Report errors, abnormalities, and out of balance conditions to supervisor immediately. Correct all out of balance conditions as applicable. Perform office closing.
• Maintain functional knowledge of online systems and all software used in the department, including the process to follow if the system goes down. 
• Prepare reports, file, make photocopies/scans, and scan signature cards as required and assigned. Create new Excel reports and maintain current.
• Performs other functions as assigned by management. 
• Assist supervisor to ensure maximum efficiencies in department, coordinate the flow of member traffic to ensure members are serviced in an efficient manner utilizing available staff; and maintain and update departmental policies/procedures and manuals. Maintain an update of department work status and ensure supervisor is updated on the same. Assist auditors/vendors/alarm technicians as required. Schedule/monitor lunch periods and breaks. Perform required annual, quarterly, monthly or weekly audits. Communicate management assignments and directives to employees as required. 
• Perform all duties related to ordering, transferring, auditing and maintaining cash and coin for tellers, vaults, and TCDs or TCR’s in the office, and ensuring established limits are maintained.
• Perform security pack audit. Proof the cash drawers for tellers that will be on leave for more than three working days. Ensure all out of balance conditions over $50 are reported to the supervisor and conditions over $250 are also reported to a security officer or manager on call.
• Replenish and maintain adequate supply cashier checks, money orders, instant issue debit cards and gift cards, and all are locked up each night. Prepare checks received daily. Perform duties associated with Coinstar unit. Assign side jobs as required.
• Perform all member service related duties, including but not limited to; opening/closing/changing of deposit accounts and regular/IRA certificates; issue, order new, close/renew, change/adjust, report travel requests, process balance transfer on Credit/Debit card accounts; processing of stop payments, copies, corrections, orders, and balancing checking accounts; safe deposit applications and member access; process electronic service requests process and issue Visa or consumer loans, storage waivers; mortgage/home equity preliminary applications; process share to share or share to loan payment; wire transfers; skip-a-payments; investigate account or card fraud and process any necessary paperwork and all member account related file maintenance requests according to procedures.
• Maintain working knowledge of; lending policy, loan approval guidelines, and other related laws and/or regulations; NADA values/resources, MLA, and HMDA. 
• Aggressively promote and sell the CUNA Mutual Lender Development Program to credit union members. Calculate loan term, rate, amount financed, and payment amount with all eligible insurance coverages. Assist members with Credit Life, Disability, Debt Protection, and GAP claims. 
• Perform duties of membership officer and/or notary as assigned and according to procedures.
• Perform duties to; unlock/lock entrance doors; schedule/assume responsibility for member appointments; pull/review consumer credit reports and investigate disputes; process lien terminations; clean loan files; keep loan vault in order; review security title and tracking exception report; handle any CPI follow-up issues; loan verifications; youth program related activities; handle all other office deliveries; and department assigned side jobs.
• Perform all teller related duties, including but not limited to; balance cash drawer, checks received, TCDs or TCRs, and other miscellaneous items; process member deposits, payments, withdrawals, check cashing, mail requests; payroll changes, cashier checks, Visa/MasterCard cash advances, money orders, gift cards and other promotional items; scan checks and balance Check 21; open/close check printer and money order machine, and instant issue machine; opening/closing of sub-accounts; member deposit verifications. 
• Maintain updated brochures in lobby; supply of brochures and ensure they are up-to-date; verify cashier check log maintain and verify all required logs are completed; process night drop-box or in-office drop box transactions; and perform all member acknowledgement desk related duties.  
• Perform other job-related duties as assigned.  

The list of essential job functions is not limited. It may be supplemented as necessary from time to time. 

Workplace Expectations 

• Ensure prompt and courteous service is provided to all internal and external members/customers.  
• Conduct work in a safe and healthful manner. 
• Maintain thorough knowledge and understanding of credit union policies and procedures that are necessary for performing your job. 
• Perform as part of a team and assist other employees and other departments as needed. 
• Place documents that need to be shredded in the proper area for shredding. 
• Maintain knowledge of and follow the established process for key control, security, and the security of all codes and procedures related to office security. Open and close office by disarming and arming alarms, as established procedures require. 
• Maintain total working knowledge of department. Complete necessary logs.  
• Maintain thorough knowledge and understanding of credit union policies/procedures that are necessary for performing job duties, including but not limited to Negotiable Instrument Reference & Guidelines, NACHA, BSA, and OFAC. 

Standards

• Perform all job tasks/functions as assigned and/or directed; according to policy, procedures and standards; always use Service/Sales plus skills; meet all cross-sell and productivity standards as set by management; and read/respond to all communications (voice mail/email/message board) communications in a timely fashion. 

Core Competencies

• Reasoning: apply rational method of problem solving to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, blueprint, or schedule form.
• Math: add, subtract, multiply, and divide all units of measure. Perform the four operations with like common and decimal fractions. Compute ratio, rate, and percent. Draw and interpret bar graphs. Perform arithmetic operations involving all American monetary units.
• Language – read a variety of books and magazines. Write reports and essays with proper format, punctuation, spelling, and grammar, using all parts of speech. Speak before an audience with poise, voice control, and confidence, using correct English and well-modulated voice.

Position Specific Competencies

• Must have good keyboard skills.
• Must have good numerical, clerical, and communication skills.
• Must have good customer service skills and cross-selling ability.
• Must have the ability to work effectively with management and other staff. 
• Must have the ability to deal effectively with people, and promote a team environment. 

Requirements

Minimum Qualifications 

• Education: A high school diploma or equivalent. 
• Experience: One to three years of cash handling and customer service experience desired. 

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to sit, use hands, fingers, talk, or hear. The employee is frequently required to sit, stand, and reach with hands and arms. The employee may occasionally lift up to 20 lbs. and/or exert force to move up to 50 lbs.