Senior Member Service Representative - Bowman

United States Senate Federal Credit Union; Alexandria (VA); Vor Ort; USD 56.000 - 84.000; Vollzeit

Zusammenfassung

The United States Senate Federal Credit Union in the Metropolitan Washington area seeks an experienced retail teller to assist members with transactions, answer questions, and promote USSFCU products. Under general supervision, you will handle cash, balance cash drawers, and support daily branch operations while upholding our Better Together philosophy.

This role requires strong customer service, attention to detail, and teamwork as you develop member relationships, cross-sell services, and

Qualifikationen

• Education: College degree or high school diploma.
• Experience: 3+ years in financial/customer service roles.
• Skills: cross-sell, strong communication, and attention to detail.
• Bilingual in Spanish a plus.

Aufgaben

• Represents the Credit Union in a courteous, engaging manner and provides member service.
• Performs routine and complex transactions including cash handling and balancing.
• Cross-sell products and services to members.
• Process CTR/SAR, handle wires, and assist at other branches if needed.
• Maintain knowledge of BSA/OFAC and member policies.

Kenntnisse

Customer service

Relationship building

Cash handling

Communication

Ausbildung

College degree or high school diploma

Tools

Word

Excel

Outlook

Jobbeschreibung

Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of 'better together'.
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.

General Summary

Under general supervision and in compliance with all federal and state regulations and USSFCU policies and procedures, assists in the daily activities involved in the operation of the retail branch. Serves as an ambassador of USSFCU by espousing our 'Better Together' philosophy to fulfill our purpose of helping our members achieve financial success. Performs routine and complex transactions which include cash handling in retail branches. Possesses strong customer service skills, able to have professional conversations with members. Develops relationships with members, engages as a member advocate, actively listens, identifies member needs and provides solutions. Is driven to meet or exceed performance and branch sales and service goals. Responds to questions and requests for information and maintains knowledge of credit union products and services. Possesses a drive to succeed professionally and grow with USSFCU.

Major Duties and Responsibilities

• Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both external and internal members. Is efficient, results driven, and accurate. Understands the impact of their behavior and performance on USSFCU, our members, potential members, and teammates.
• Possesses advanced computer skills/data entry. Has aptitude with data and dashboards.
• Demonstrated ability to cross sell credit union products and services.
• Processes Currency Transaction Reports (CTR's) and Suspicious Activity Report (SAR's), processes, balances, settles and replenishes ATM.
• Reads and analyzes credit reports for memberships and loans.
• Acts as Quality Agent (QA Cards) - Ability to understand expectations (Key Performance Indicators/KPI's).
• Processes Wires (according to verification limits and wire procedures).
• May be asked to assist at other branches depending on staffing needs.
• Maintains Knowledge of Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Member Identification Policy (MIP).
• Understands the Basics of a Complex Accounts: Power of Attorney (POA), Payable on Death, IRA's, Trusts, Representative Payee, Guardianship, Conservator Ship, Youth, Estates
• Opens and closes the branch.
• Handles vault duties and balances cash drawers.
• Performs routine and complex member transactions. Completes all transactions and processes accurately and efficiently. Avoids exceptions and repeat errors. Accurately balances cash and checks daily and assists with the daily balancing of the branch. May assist with various branch tasks such as ordering currency, reconciling various monetary instruments, servicing ATM's, verifying cash, etc. Able to apply common sense understanding to carry out detailed instructions and provide solutions.
• Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone or other channels such as email. Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications. Able to problem solve and find solutions.
• Understands Credit (Disclosing rates, provides lending information, opening loans).
• Maintains knowledge of Select Employment Groups (SEGs).
• Works as part of the branch team in meeting and exceeding sales and service goals.
• As a member advocate, actively listens to offer referrals for products and services based on the member's needs. Accurately completes all related forms and procedures that may be required for referrals of products and services. Understands and can convey to members the appropriate rules and regulations related to the member's products and services.
• Possess the ability to solve problems and find solutions.
• Trains and coaches MSR's and new hires.
• Works interactively and positively with other team members to promote unity, communication, and consistency of operations within the branch and the organization. Actively participates to help the team meet and exceed branch and organizational goals. Is results driven, possesses a high sense of urgency, and is self‑motivated to succeed. Able to multitask and practices good organizational skills
• Handles fraud (Card Services and general Information for submitting fraud forms, ability to update ID's), Account take-overs, elder abuse.
• Assists other departments as necessary and works closely with other departments in obtaining information for members or in ascertaining necessary corrections for errors.
• Maintains confidentiality of all member interactions, transactions, and documentation. Ensures that proper handling of documents occurs to include proper logging of documents for storage and/or destruction, filing, imaging, and shredding.
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Ensures timely completion of all assigned training. Strives to improve own personal performance. Takes responsibility and ownership of actions and decisions. Is dependable and adheres to assigned schedule.

Non-essential Duties & Responsibilities

• Performs other duties as assigned.

Experience and Skills

Education: College degree or high school diploma.

Experience: 3+ years of relevant experience at a financial institution in customer service, relationship building, and cash handling.

Skills: Ability to successfully completely new account and loan training within 1 year of service. Demonstrated ability to cross-sell products and services; attention to detail; Experienced with basic PC applications such as Word, Excel, and Outlook; knowledge of Credit Union policies and procedures with particular emphasis in teller and member service areas preferred. Bilingual in Spanish a plus.

Communication: Possesses excellent conversational, active listening and interpersonal skills needed to build member relationships. Possesses excellent written communication skills. Deals effectively with members and all levels of staff.

Salary: Metropolitan Area (DC, MD, VA) $55,968.46 - $83,952.62

Supervisory: None Required

Time in Service: None Required

Equal Opportunity Employer/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.