Lobby Customer Service Representative

Position Summary:

The position of Receptionist is established to coordinate and direct lobby/phone traffic while providing prompt, professional and accurate assistance to members. Participate in the promotion of Credit Union products and services to existing and potential members. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Greet members/potential members to establish rapport; probe to determine financial needs; direct to appropriate employees for assistance.
• Prepare members/potential members for sales encounter by determining their eligibility, services needed, and providing any necessary documents.
• Answer phone calls within three rings; maintain positive demeanor, ensure phone coverage at all times; provide timely, complete and accurate messages.
• Maintain scheduling calendar in a clear, consistent, complete and accurate manner to include: appropriate timeframes for appointments, evenly distributing appointments, documenting days out of the branch and handling schedule changes.
• Have an awareness of staff and management activities to ensure accurate information is relayed to callers.
• Attend to member concerns, or refer to appropriate employee for action.
• Promote usage of Credit Union products and services through the use of knowledgeable and competent sales presentations. Meet established sales goals as assigned.
• Maintain the integrity of the sales program by accurately recording and tracking all member encounters.
• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties & Responsibilities

• May serve as FSR or MSR as directed by management.
• May be required to work weekends and/or extended hours, to include offsite events.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls.  The employee is occasionally required to walk, stoop, kneel, crouch or crawl.  The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• 1 year of customer service experience or 6 months SDCCU member facing work experience may be considered.
• 6 months experience with cross-selling, up-selling and/or referring products.
• Possess effective human relations and communication and organizational skills.
• Professional appearance and demeanor.

Salary : $19 - $22