• Cool Springs Retail Support Representative

    Category Branch
    Job Locations US-TN-Franklin
    Job ID
    Active - Full Time Hourly
  • Overview

    General Summary: Travel and provide support to all financial centers (Northern Region or Southern Region) during staff vacancies. Create a positive member experience by ensuring that members receive friendly, accurate and timely assistance when opening and modifying all account types including business accounts, certificates, IRAs, Coverdell, HSAs, etc. as well as assisting members with consumer loan requests and other miscellaneous requests, services or functions, including utilization of the PASSport VTM system as needed.  Serve in the capacity of teller, greeter, Relationship Rep and Member Service Rep as needed.


    Essential Functions:

    • Represent the credit union to the member in a courteous, professional manner. Provide prompt, efficient, and accurate service in the processing of transactions.
    • Open business and consumer account types, certificates, IRAs, Coverdell, HSAs, etc. and explain various accounts and ownership options. Prepare necessary documentation and complete transaction.
    • Discuss potential loan products and services and provide basic information to members and potential members, including loan options, rates, terms, etc. If member wants to proceed with an application, interview the consumer loan applicant, explain loan options, rates, terms and collateral requirements; prepare all necessary documents; verify employment; obtain credit reports; assess member needs and cross-sell credit union services based on business that can be obtained from the credit report and member cues; finalize loan and disburse funds. Build successful long-term relations with member by increasing use of credit union services. Explain different services and the benefits of each.
    • Complete extension agreements. 
    • Assist members with errors, complaints, account inquiries, Freedom Card and VISA disputes or fraudulent transactions. Issue instant issue cards and re-pin cards via Card Wizard Instant Issue system.  
    • Assist members in signing up for payroll deductions or direct deposit. Prepare the correct forms and maintenance the member's account accordingly. Forward documents to correct department or employer. 
    • Actively participate in credit union marketing promotions and branch sales programs, in order to meet and exceed financial center goals.  
    • Rent safe deposit boxes, complete initial documentation, and collect initial rent payment. Allow member access to safe deposit box, or follow procedures to set up biometric reader access, if applicable. 
    • Provide notary service to the membership. 
    • Order member drafts from Harland’s internet site.  
    • Process stop payments, process research requisitions, obtain statement copies. Provide notary service, process Wire requests, redeem U.S. Savings Bonds, and process check orders through the Harland website. 
    • Read all internal publications including Source, Possibilities and Frontline.


    Marginal Functions


    • Serve as a greeter, teller and assist members with the use of the PASSport VTM system as needed. Perform all teller duties as required, including loan and credit card cash advances, balancing cash drawer daily, balancing and submitting electronic checks in E-Desk, etc.
    • Audit accounts opened by other employees. Check CIP and new account paperwork for accuracy.
    • Make outbound calls to new account members. Cross-offer appropriate services and submit monthly report to manager. Refer loan leads to manager for follow up.  
    • Follow policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations. 
    • Assist in opening/closing security procedures of credit union offices. 
    • Perform other duties as assigned or required.




    Minimum Qualifications/Requirements


    • High school graduate or equivalent. One to three years of similar or related experience.
    • Must be accurate in all teller transactions including cash handling.
    • Must be an accurate typist.
    • Excellent verbal communication skills to communicate professionally.
    • A high degree of poise and tact to represent the credit union positively in all contacts.
    • Ability to organize and prioritize work with minimum supervision.
    • Regular and reliable attendance is required.
    • Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet.
    • Must possess a valid, unrestricted driver’s license.
    • Must be able to operate or have ability to be trained to operate related office equipment including calculator, cash dispense machine, laser printer, receipt printers, coin and currency counter, cash recycler, coin scan machine, Biometric Hand Key Pass Vault System, computer terminal (PC), check scanner, multifunction copier, imager, Verifone, VISA instant issue machine and telephone.




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