Job Description

Hourly Range: $29.00 - $34.50
Exact compensation may vary based on skill, experience and location.
*Must have open availability Monday - Saturday.
POSITION PURPOSE
Responsible for helping members with their banking needs and achievement of financial well-being. Demonstrates expertise in financial services, providing consistently great service, and acts as a knowledgeable resource for SAFE. Responsible for building and retaining relationships internally and externally, promoting business for SAFE by conducting a thorough financial assessment, and recommending the most appropriate products and services, fulfilling the members current and future financial needs. Offer member education to improve their financial well-being and convenient self-service options. Fulfills member transactional requests, cross-sells and fulfills new accounts including but not limited to business, consumer, and fiduciary, performs account maintenance, and resolves member service issues. Supporting at a higher capacity, contributing not just as an individual contributor but helping oversee the branch productivity and operations. Engage in employee coaching ensuring employees are adequately trained and able to achieve goals set for them.
ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Display high engagement with staff and collaborate with team members to achieve department and organizational goals.
• Maintain focus on retaining and building member relationships by providing personalized member experiences and ensure our members needs are met during each interaction.
• Accurately process member transaction requests and respond to member questions and inquiries.
• Proactively address member concerns and complaints, striving to resolve issues in a positive manner.
• Exercise effective cash handling skills and maintain an individual cash drawer.
• Demonstrate in-depth knowledge of core products and loan solutions a wide range of financial solutions to provide personalized recommendations that meet the needs of each member.
• Educate members on self-service and digital solutions at each opportunity, ensuring they understand and utilize the available technology for their financial management.
• Identify opportunities to retain members by proactively offering solutions that address barriers or concerns for their account and/or relationship and recommend additional services where appropriate.
• Educate members and potential members on the benefits of a SAFE membership and identify opportunities to grow membership by actively engaging in conversations that highlight the value of our products, services, and financial solutions.
• Utilize sales and referral skills to effectively cross sell products and services based on the members' financial needs and goals.
• Consistently achieve personal sales, operational and service performance goals.
• Assist in achievement of overall branch sales, service, and operational goals. In addition, support in the development of branch tactics to obtain these goals.
• Actively participate in branch's daily operational activities, including but not limited to performing operational assessments and resolving corrective tickets.
• Lead independently in the opening and closing of branch offices, including additional before hours and after-hours operational tasks.
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services.
• Establish new member, business, and fiduciary relationships and account maintenance.
• Demonstrate relationship building skills uncovering member needs to evaluate and offer best solutions.
• Assist members with consumer and fiduciary account maintenance, processing wires, submitting transactional disputes, lobby management and online/mobile banking solutions.
• Process loan applications, perform loan maintenance for consumer vehicle loans, personal loans and credit cards while supporting member inquiries related to all loan types.
• Serve as a subject matter expert being Digitally Certified. Consistently demonstrate promoting, using, and educating members on digital, self-service options, troubleshooting digital tools, and certify others.
• Analyze member finances and credit data, as well as other relevant financial information, to evaluate and offer the best solutions.
• Serve as a subject matter expert, demonstrating in-depth knowledge of advanced deposit, account and lending solutions, as well as financial education tools, to help members achieve their financial goals.
• Provide transaction approval within authority while assisting staff with transactions.
• Assist staff in addressing member friction and error resolutions by offering solutions or products to enhance the member experience.
• Provide coaching and development conversations to employees.
• Obtain Signature Guarantee Certification.
• Potential to obtain Notary certification, as needed.
• Support other branch locations as needed by branch leadership.
• Provide feedback and support the development of digital training tools to educate peers.
• Maintain confidence with employee and organizational concerns, SAFE Credit Union policies and procedures, member financial data and personal information.
• Support and complete routine branch audits to enhance overall efficiency and operational soundness.
• Act in a supervisory capacity, including but not limited to providing approvals, supporting member escalations, opening, and closing the branch independently including but not limited to before hours and after-hours operational tasks, and representing leadership in various aspects in the branch, meetings, and collaborative environments.
• Assist with other duties, as assigned.

*Refer to the Service Ambassador role addendum for additional responsibilities that apply when serving as a WTL/ Service Ambassador.
QUALIFICATIONS
Education/Certification:
High school diploma or GED.
Required Knowledge:
Three years of related customer service experience. At least 3 years of related banking experience.
Experience Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals the essential functions.
WORK ENVIRONMENT/PHYSICAL DEMANDS SUMMARY
LANGUAGE SKILLS

• Excellent communication skills (verbal, written, listening skills, and empathy).
• Expert ability to build relationships with other leaders, business partners, and stakeholders.

MATHEMATICAL SKILLS AND REASONING ABILITY

• Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

PHYSICAL DEMANDS AND WORK ENVIRONMENT
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.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.

INTENT AND FUNCTION OF JOB DESCRIPTIONS
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law

Skills Required