Description:
Summary
Under Supervision, This Position Is Responsible for Providing Effective Service to Credit Union Members and Potential Members, By Acquiring and Retaining the Knowledge Required to Process All Transactions in an Accurate, Timely and Courteous Manner; Setting Up New Accounts; And for Assisting with Collection Activities on Delinquent Accounts.
1. Build and maintain customer relations by providing a variety of high-quality services (e.g., cash and check transactions, membership enrollments and maintenance, traveler’s and gift card purchases, stop payments, issuing and ordering checks, payroll processing, IRA’s, etc.) to Credit Union members in an effective manner.
2. Assist with collection activities by reviewing delinquent accounts, contacting members when necessary. When appropriate, recommend delinquent accounts be turned over to collection agencies.
3. Perform all duties related to member accounts, i.e., setting up accounts, ordering checks & cards, assisting members with inquiries regarding account activities.
4. Answer all accounts and banking related inquiries. Attempt to resolve any issues and problems with member accounts.
5. Carry out activities necessary to conduct business each day (e.g., cash on hand transaction verification and balancing, error identification and correction, etc).
6. Manage inbound and outbound calls in a timely manner. Take customer calls and provide accurate, satisfactory answers to their queries and concerns. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Guide callers through troubleshooting, navigating the company site or using the products or services.
7. Build sustainable relationships and engage customers by taking the extra mile.
8. Meet personal/team qualitative and quantitative targets.
9. Screen, verify and process all types of loan applications (e.g., auto, personal MasterCard, etc.). Set up terminated employees for direct payment of loans. Check loan register daily to be sure loans have been set up correctly (e.g., payment date, payment amount, loan amount, etc.).
10. Run credit checks. Compare these to loan applications, ensuring all information is reported. Refer all loans to the appropriate person for continued processing. Notify members of declined loans.
11. Perform various Credit Union clerical activities (e.g., preparation of bill payments; ordering supplies; typing letters; etc.)
12. Respond to internal and external inquiries concerning Credit Union matters (loan information, account information, verification, etc.) via phone, email, chat, regular mail and in person.
13. Mitigate loss to credit union and member, by placing holds on accounts in accordance with Credit Union policy and procedures.
14. Maintain all files examined annually by the Federal Examiner and Supervisory Committee.
15. Communicate and interact effectively and professionally with co-workers, management, customers, etc.
16. Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
17. Maintain complete confidentiality of company business.
18. Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
19. Comply with applicable laws and regulations, and the credit union’s own policies and procedures. Ensure compliance with all internal controls and established policies.
20. Comply with Bank Secrecy Act regulations.
21. Other duties may be assigned.
22. Complete required annual training courses.
Required Qualification(s)
Cash Handling, Teller
JOB REQUIREMENTS:
Experience in a banking environment, and/or Credit Union.
Clear and concise interpersonal, verbal and written communication skills.
PC proficiency to include Word, Excel, PowerPoint, Outlook, and Teams .
Detail oriented
High level of confidentiality.
Superior customer service attitude.
Reliable and able to accommodate flexible work schedule.
PREFERRED JOB REQUIREMENTS:
Ten-key/calculator experience.
Banking, credit union, cash handling experience.
Customer service experience.
Financial software experience.
Notes:
Candidates must be comfortable with onsite
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status