SUMMARY:
Under the general supervision of branch management, serves as the face of the branch, delivering exceptional service and financial education to members in a modern, technology-enabled environment. This role is a hybrid of personal banker and financial concierge, focused on building relationships, identifying needs and helping members utilize a full range of credit union products and services, including digital channels and Interactive Teller Machines (ITMs).
ESSENTIAL DUTIES & RESPONSIBILITIES:
Engage and Serve:
1. Embrace APGFCU’s brand and deliver financial education to our members and communities.
2. Collaborate with teammates to maintain a welcoming, efficient and secure branch environment.
3. Welcome members warmly, listen actively and deliver prompt, personalized and consistent service. Perform lobby engagement activities to connect with members and educate members on options for managing financial transactions by leveraging technology, tools and resources.
4. Assist members in navigating ITMs and digital banking tools; provide demonstrations and guidance to build confidence and encourage adoption.
5. Assist with transactions and troubleshooting through ITMs, ensuring a smooth member experience.
6. Develop lasting consumer and business relationships by following up on previous interactions, celebrating milestones and proactively offering financial wellness support.
7. Open new consumer and business accounts and perform routine maintenance on deposit and loan accounts, certificates of deposit and individual retirement accounts.
8. Apply product and procedural knowledge to identify, mitigate and solve member problems effectively to drive member loyalty.
9. Manage risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrate a heightened scrutiny to identify and avoid loss. Participate in branch daily operations, ensuring they are completed in an efficient and accurate manner.
Educate and Empower:
10. Acquire and deepen the branch member base through a variety of proactive sales and service activities. Manage the member experience by identifying opportunities to improve the member’s financial wellbeing. Position APGFCU solutions to build member loyalty.
11. Drive proactive conversations through prospect and member interactions with a defined sales process including outbound calling, service to sales, appointment setting and effective lobby engagement, ultimately elevating member loyalty. Deliver a full needs-based conversation with every member interaction to identify appropriate solutions.
12. Responsible for specific, measurable goals for shares, loans, payment protection, cross-selling and referrals and member satisfaction surveys based on credit union’s strategic plan.
13. Generate ideas to enhance quality service or increase revenue, such as recommendation for workflow improvements and product innovation and communicate to branch management.
14. Build rapport, use critical thinking and credit union philosophy of "people helping people” to uncover additional lending needs through credit review. Evaluate branch loan pipeline and create proposals for follow up and missed opportunities.
15. Compile necessary documentation, define requirements and determine accurate payment information for loans. Proactively offer convenience channels to disburse loans.
16. Review loan denials for possible recommendation for approval. Courteously communicate denials to members and offer alternative solutions and financial education as appropriate.
17. Partner with branch management to support business development efforts such as open enrollments, visiting local businesses and staffing community events.
Other:
18. Perform other related duties as required or directed.
19. Must have a flexible schedule, be able to work Saturday hours and travel to other branch locations.
ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).
QUALIFICATIONS:
EDUCATION: High School Diploma or equivalent with additional specialized training equivalent to two years college, experience can be credited in lieu of education.
EXPERIENCE: One-year consultative sales experience required with a proven record of accomplishment building member loyalty and expanding financial literacy and well-being. One to two years financial services experience, specifically with deposit and lending products and proficiency in interviewing loan applicants preferred.
KNOWLEDGE, SKILLS, AND ABILITIES: Have knowledge of financial institution products and services and demonstrated ability to goal attainment, strong communication, problem solving and interpersonal skills. Comfortable using technology and teaching others how to use digital tools, including ITMs, tablets and digital banking apps. Passion for helping others and commitment to the credit union philosophy of “people helping people.” Have an ability to work independently and as part of a team. Must be numbers and detail oriented and have ability to multi-task.
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 regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
Compensation information: Offers are based on experience and education.
$20.83 - $26.04 hourly (On-site)
APGFCU provides comprehensive benefits such as: medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.