Role:Serve as a primary floater between three branches (Gaithersburg, Germantown, and Silver Spring) to cover if someone calls out. On other days, they will remain at their home base branch. Responsible for building member relationships and explaining various product and service offerings that best meet the member's needs. Opens new accounts and disburses consumer loans. Assist with member transactions, self-service transactions, and cross-sells MAFCU products and services. Works at different branch locations as needed. Upholds and carries out MAFCU's core values in daily activities providing friendly, courteous, and professional service to internal and external members.
Essential Functions & Responsibilities:- Greet and welcome members to the credit union in a courteous and professional manner. Act as lobby manager and provide prompt and efficient member service and assists with resolving member concerns.
- Identifies and pursues opportunities to promote and cross-sell credit union products and services. Informs members of current promotions. Identifies members who may benefit from specialized services such as mortgages, business, and investment services and provide sales leads to the appropriate department.
- Responsible for learning the credit union's product and service offerings as well as current promotions in order to effectively communicate the benefits to members through a needs-based assessment.
- Opens new memberships. Verifies eligibility for membership. Obtains government-issued photo identification and performs Qualifile screening. Completes membership application and obtains signatures. Reviews Membership and Account Agreement Disclosures.
- Opens a variety of new accounts. Explains various account and ownership options. Provides product and service recommendations necessary to meet the member's needs. Obtains required documentation to establish account and prepares all forms, assists member with signing new account forms.
- Interviews and disburses consumer loans. Explains various consumer loan products to members and provides recommendations necessary to meet the member's needs. Enters member information into the online consumer loan application to submit for underwriting. Follows up with member to communicate the loan decision. Gathers additional information from the member as needed. Schedules appointment with member to disburse the loan. Ensures all loan documents are signed at time of disbursal.
- Promotes and recommends MAFCU's online and digital services to enhance member experience.
- Assists with member self-service transactions and cross-sells MAFCU products and services.
- In the absence of the self-service technology, will process a variety of routine account transactions to include receiving cash and negotiable instruments for deposits or payments, inspecting and verifying negotiable instruments, and placing appropriate holds per credit union policy. Verifies cash amounts received, accepts withdrawal authorizations, verifies signatures, and obtains necessary supervisor overrides as needed. Explains penalty interest for early withdrawals on share certificates, ensures accuracy of cash amounts disbursed to the member, prepares official checks. Processes savings bonds redemption for members.
- Processes credit card cash advances. Obtains proper member identification, enters credit card and identification numbers into the cash advance terminal to obtain authorization. Obtains member signature on the credit card advance voucher. Ensures accuracy of cash advance amount disbursed to the member.
- Monitors cash flow of the branch, including the vault and ATMs. Orders cash supply within established guidelines.
- Monitors and submits monthly reports on the inventory of all negotiable instruments. Completes required audits as necessary. Manages vault cash.
- Balances daily transactions and assists with branch settlement at the end of the day. Interfaces with appropriate departments to resolve any posting, balancing, or research problems.
- Monitors department activities for compliance with established policy and regulations. Takes action to resolve any out of compliance issues. Ensures the branch is well stocked with current forms.
- Protects the credit union assets and records, as well as the privacy of member information by following all established procedures and guidelines.
- Remains cognizant of and adheres to Mid Atlantic Federal Credit Union's policies, procedures, and regulations pertaining to the Bank Secrecy Act.
- Performs other duties as assigned.
Performance Measurements:- To meet or exceed Quality Loop goals.
- To meet or exceed individual consumer loan goals.
- To meet or exceed individual auto loan Gap penetration goal.
- To meet or exceed individual consumer loan Debt Protection penetration goal.
- To meet or exceed individual investment referral goal.
- To meet or exceed individual Merchant Services, Business & Mortgage Loan Referral goals.
- To meet or exceed individual Checking Account goal.
- To ensure all transactions are processed accurately.
- To balance within policy guidelines.
Knowledge and Skills:- Experience: Three years to five years of similar or related experience.
- Education: A high school education or GED.
- Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
- Other Skills: PC proficiency in Microsoft Office Word and Excel. Strong knowledge and understanding of XP Systems preferred.
- Physical Requirements: (Details not provided)
- Work Environment: (Details not provided)
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