Financial Center Coordinator

Description

Job Summary

The primary function of this position is to assist the credit union in achieving its vision to become the preferred financial service provider for all members. This is achieved by providing outstanding service to both Internal and External Members that meets the Service Promises and Standards of the credit union. A key component of this service is to identify the members’ financial needs and recommend appropriate credit union solutions.

Safeguard member information and the credit union’s vital records in a manner commensurate with the sensitivity of the information and in compliance with laws, regulations and the credit union’s information security policies, standards and procedures.

Demonstrates the ability to work well in a team-oriented environment. Requires strong leadership skills with the ability to successfully implement change. Responsible for being a role model for employees to attain goals for new business through promotions, the identification of member needs and the offering of appropriate products and services to meet those needs. Ensure exceptional and consistent member service levels. This position requires a thorough and in-depth knowledge of the CU’s online services, mobile services, and remote channels. This position sets appointments for the MSRs, maintains tracking software/data by entering guests as they arrive in FC and by monitoring the tracking software/data to ensure that all wait times and assist times are accurate. This position is responsible for assisting members with basic inquiries, forms, and simple services as applicable.

Requirements

Primary Responsibilities

• Provides and role models exceptional member service to all internal, external, and potential credit union members; sets the standard for financial center staff while ensuring that exceptional and consistent member service levels are achieved and maintained.
• Works closely with the AVP/Branch Manager is responsible for the direction and flow of the branch lobby to maintain standards for safety, efficiency, and service.
• Serves as a “Tech Genius” for the financial center; actively educating our members on all remote channel opportunities available to them. Actively refer members to the remote channels. Actively setting members up with online services, bill pay services, debit card rewards, Moneyline, etc.
• Serves as the “face of the financial center”, receiving visitors and guests to the credit union, providing guidance on how to best meet the needs of each guest, using the tracking software when applicable.
• Maintains and projects a high-level of professionalism with all people, including team members, members, management staff, board members and outside vendors.
• Maintains current knowledge of credit union philosophy, all credit union products, services, and policies.
• Has a responsibility to keep the workplace free of any form of harassment, and sexual harassment and has the responsibility to report or file a complaint about the situation as soon as possible.
• Overall responsible for executing all operational tasks of the teller area.
• Serves as a mentor and role model for all staff. Assists the individual MSR's in attaining their individual goals by referring business to them.
• Ensures that all information and transactions regarding credit union members are kept secure and confidential.
• Maintains an organized, clean and neat lobby at all times.
• Responsible for assisting in meeting goals set for the teller area, production goals for the branch, and for attaining new business.
• Acts as resource to address and handle exceptions to policy and procedure as required.
• Completes monthly financial center audits with limited exception items.
• Responsible for ordering/shipping currency needs for financial center.
• Handles all other duties as assigned.

Transactional Responsibilities

• Orders supplies for the financial center: cleaning supplies, general office supplies, check supplies, and forms.
• Orders replacement debit cards to be mailed.
• Completes debit card audit.
• Completes gift card audit.
• Complete new account and loan quality reviews
• Assist tellers as needed.
• Maintain lobby leads and educates members regarding options to complete their transactions.
• Completes Salesforce cases assigned to the financial center.
• Confirm Member Service Representative appointments with members.
• Serves as the Sales Force chatter champion.
• Responsible for ensuring all Marketing material is current.
• Responsible for assisting with Remote Delivery Services checks printed to the financial center.
• Assists members with coin machine and assists with the changing of the coin