Position Overview:

Responsible for handling member service activities in a credit union branch. Maintains a friendly demeanor and serves as a knowledgeable resource with each interaction. Provides expert support to members including information on our products and services, technical assistance, and financial transactions as requested. Ensures member has the products and services needed to benefit their financial status. Seeks to provide one-visit resolution or when applicable refers members to subject matter experts. Provides Frontier Credit Union members’ proactive, professional, and knowledgeable service while maintaining efficient completion of credit union business activities.

Essential Functions:

• Promptly greets and interacts with member.
• Identifies and responds to member’s needs with expert level knowledge of credit union’s products and services, promotions, operational practices, policies, procedures, and team members.
• Actively and professionally cross-sells beneficial products and services to enhance the financial success of our members.
• Accurately and efficiently completes financial transactions upon the request of members.
• Researches and resolves discrepancies and account errors. Works other departments to obtain information and/or to correct transactions.
• Consistently makes positive contributions to meet/exceed personal, team, and organizational goals.
• Provides exceptional internal and external member service.
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA).
• Assists area personnel with related functions as needed.
• Completes other assigned duties commensurate with position.

• High school graduate or equivalent and six months of customer service experience required. Financial industry and/or sales experience preferred
• Knowledge of Credit Union products and services and demonstrated ability to cross-sell; Good verbal and written communication skills, familiarity with PCs and standard software
• Strong interpersonal and public relations skills; Communicates with courtesy, tact, and diplomacy in person and over the phone; exercises discretion on credit union matters
• Possesses excellent judgement, creative problem-solving; Able to explain reason and process of resolution
• Works effectively on own and as part of team
• Ability to read and carry out various written instructions and follow verbal directions
• Calmly and professionally handles different personalities from diverse cultures at various levels within and outside of the organization and demonstrates highest levels of member service
• Promotes and applies the highest professional and ethical standards, and fair treatment of others
• Demonstrates extreme accuracy, efficiency and quality, effectively handles multiple tasks and changing priorities
• Reports to work regularly; maintains reliable and timely attendance. Available to work days and hours as dictated by business needs
• Bilingual (English/Spanish) preferred

Physical Requirements:

Essential duties require ability to hear, see and speak. Bend, sit, or stand to perform primarily sedentary work with limited physical exertion; occasional lifting up to 10 lbs. Operate routine office equipment including computer terminals, keyboards, telephones, copiers, and calculators. Work on computer for up to 8 hours per day. Some locations may require ability to climb or descend stairs with minimal assistance in emergency situations.