JOB PURPOSE

The primary purpose of this position is to deliver exceptionally high quality service to VCCUs members and teammates. A key element of this service is to work under direction of the branch management team to develop a highly effective team and to develop each team member to their highest potential through training, coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify member needs and recommend credit union solutions that will improve members financial well-being. Will also perform a variety of services that interface with the branch management team, Tellers and/or Member Service Representatives, and members. This position will encompass supervisory duties as delegated by the branch management team and will also include processing member service transactions and performing MSR and/or Teller functions.

ESSENTIAL DUTIES, RESPONSIBILITIES, AND FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be involved. Travel to other locations may be required.

• Ensures team delivers service to both internal and external members that is in alignment with VCCUs Core Service Standards
• Develops each Teller and/or Member Service Representative to their highest potential by identifying areas for improvement and appropriately coaching, training or effectively confronting their performance at the direction of branch management.
• In conjunction with the branch management team, meet regularly with each Teller and/or Member Service Representative to review their performance in service, sales and referrals and set future goals and develop plans to improve employees performance.
• Ensure that Tellers and/or Member Service Representatives meet sales, referral and service goals as established by the branch management team and the Credit Union.
• Monitors all cash drawers for adherence to limits.
• Monitors Tellers and/or Member Service Representatives adherence to lunch and break schedules.
• Performs teller functions such as processing deposits, withdrawals, transfers, loan payments, account closeouts, bond redemptions and file maintenances as directed; cashes checks; activates and changes PINs for ATM and debit cards; issues cashiers checks, credit union checks and travelers checks; processes mail, Night Deposit and Quick Drop deposits; generates statements; accepts stop payment requests.
• Performs duties related to opening new shares, establishing new memberships and funding loans on an as-needed basis.
• Handles members concerns, complaints and transactions with minimal assistance.
• Mentors staff on VCCUs Mission Statement, Service Statement and Quality Member Service Expectations as they relate to both internal and external members.
• Provides Supervisory overrides and check approvals to Tellers and/or Member Service Representatives to facilitate member service transactions.
• Serves as part of management team to maintain effective operational integrity and minimize potential losses to the credit union.
• Adheres to staff check cashing procedures and deposit limits as outlined in the Authority Limits set for this position.
• Maintains the Credit Unions policies regarding Standards of Conduct and Confidentiality.
• Monitors staff performance and provides feedback to Branch Manager and Assistant Branch Manager to assist with performance reviews and counseling/disciplinary actions.

SUPERVISORY RESPONSIBILITY

Supervises Tellers and/or Member Service Representatives and assist with training, coaching and development of these staff members.

MINIMUM EDUCATION AND QUALIFICATIONS

ALL EMPLOYEES MUST QUALIFY FOR AND MAINTAIN A FIDELITY BOND

• High school diploma, GED, or equivalent is required. 2 years college education preferred.
• Three years financial institution experience required.
• 18 months previous teller and/or member service representative experience preferred.
• Bilingual English/Spanish preferred.

OTHER SKILLS AND ABILITIES

Requires thorough knowledge of Credit Union products and services. Must be able to operate all basic office equipment and must be PC literate with Windows applications. Must have a thorough knowledge of the Credit Union electronic data processing system.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization. Must exhibit professional and effective communication skills.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY

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

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 frequently required to remain in a stationary position 75% of the time. The person in the position must communicate constantly with members in order to convey information about their transaction and you must be able to exchange accurate information with them. You are occasionally required to traverse across the office/lobby to access vaults or files. You will constantly operate computer equipment using a keyboard, 10 touch keypads and other like office equipment to accurately calculate figures, input data and to count money. You will sometimes have to ascend/descend or position yourself to crouch or kneel for items on the floor. The employee must frequently move up to 10 pounds and occasionally move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to look up and out for security acceptance of cash, coin, checks, and securities.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job in an indoor work environment.

While performing the duties of this job, the employee is occasionally exposed to risk of electric shock. The noise level in the work environment is usually moderate, however with Branches that have coin machines, the noise level may increase.

Mandatory Vaccination Policy: VCCU is dedicated to the health and well-being of all of our employees. As a condition of employment, all new employees are required to be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).

At VCCU, we are dedicated to building an inclusive and authentic workplace that values unique voices and experiences, backgrounds and identities. We are an equal opportunity employer who celebrates the diversity of our employees and our members and strives to represent the many communities we serve.