Job DetailsJob Location: Elgin , OK 73538Position Type: Full TimeJob Category: BankingServes as a liaison between the member and the credit union. Provides a variety of transaction services for members. Responsible for providing account information, opening new accounts and professionally handling members’ daily credit union needs. Responsible for understanding and performing basic back office transactions on an “as needed” basis. Performs a variety of support duties related to the lending function within the credit union. Proficiently performs all duties and responsibilities of FSR 3. The FSRs will not report directly to the Assistant Branch Manager in the corporate structure; however the Assistant Branch Manager will be consulted for input on evaluations and other performance reviews and will have the authority to assign duties and work well as to require follow up and/or “clean up” work of FSRs as needed. This person will also have a working knowledge of procedures and will have the authority to provide overrides for the other FSRs.

Duties and Responsibilities:

Display an understanding of and use sales and services skills to strengthen member relationships and build member loyalty. May be asked to assist in coaching branch staff in sales and service skills
Assist branch manager in day to day operations of the branch.  May be required to serve as Branch Manager in the Branch Managers absence. 
Higher level knowledge of back office procedures including advanced account research
Thorough knowledge of opening and closing procedures; May be required to open/close branch as needed
Perform vault operation duties as needed, including but not limited to: order branch cash and load/audit branch cash dispensers. 
Perform routine transactions, including processing deposits, withdrawals, loan payments, transfers, domestic and international wires, issuing and cashing checks, receiving credit card payments and processing cash advances.
Process mail payments and deposits. Process and log night drop transactions.
Receive payments for installment and share secured loans, ensuring that payments equal amount due and all late charges. 
Perform Shared Branch transactions.
ATM, CDM and card balancing duties as needed.
Operate and balance coin machine.
Balance cash drawer and compare totaled amount to computer generated proof.   Review, verify and consolidate checks within teller capture. Report any discrepancies to supervisor.  Proficient at branch opening and closing balancing procedures including documentation.
Sell travel cards, gift cards, and other “sale” items and maintain logs and inventories.
Answer telephone account inquiries from members and process their requests including; funds and transfers between accounts, check reorders, order check copies, payroll allocations, stop payment orders, credit and debit transactions and membership file updates.   Perform outbound calls as assigned.
Maintain a working knowledge of the many aspects of the credit union to better serve members including knowledge of all FSFCU products.
Job requires cross selling credit union products. 
Understand and use sales and services skills to strengthen member relationships and build member loyalty.
Proficient in check ordering, credit/debit card ordering, processing simple adjustments to members’ accounts, researching member disputes and problem resolution.
Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine checks for proper endorsement, negotiability and/or fraud, and enter deposits into computer records. Adhere to check hold policy. Process stop payments on checking accounts and on official checks.
Maintain equipment and files necessary to keep accurate records of member accounts, including membership forms and account change forms.
Respond promptly to members’ requests and/or concerns. If necessary, direct member to proper person for information and assistance. Research and resolve member account problems.
Sell and process IRA and CD account transfers, rollovers and withdrawals.  Prepare and process direct deposit forms and payroll allocations.  Proficient in IRA products and procedures, including IRA Direct.
Close accounts according to procedures.
Able to accurately open new member accounts in a timely manner while cross selling products and services.
Reception duties as needed.  Brief new soldiers at Fort Sill about FSFCU accounts and products, includes off site account opening.
New account duties include interviewing potential members to obtain information and explain available financial services.  Verify potential members for field of membership qualifications, complete and obtain signature in workflow, prepare temporary checks, open accounts for members.  Accurately review credit report for OFAC/ID Alerts and use AML.  Review military status according to procedure.
Understand lending guidelines to assist members regarding lending services.  Accurately input loan information, create and process loan documents as needed.  Able to review completed applications and fees.
Track loans in process and identify what is needed to complete and fund.
Understand loan disbursing; proficient in checking and closing loans; process adverse action documents for loan denials; mail out and maintain records for paid loans.
Thorough understanding of Motor Vehicles processing. Able to process title work to perfect credit union liens in a timely manner.
Cross sell loan products.
Maintain a working knowledge of procedures and may have the authority to provide overrides for other FSR’s.
Ensure station is properly stocked with forms, supplies, etc.
Scan information into the computer system.
Basic understanding of back office procedures and daily routines.
Create schedules as needed.
Assist and train co-workers to assure they have a full understanding of job duties/knowledge of products and services.  
Assist FSR’s in cross selling products and services and ensure their understanding of sales techniques.
Prioritize work load to complete one’s own work and verify other FSR’s work has been completed accurately.  Includes ability to designate FSR duties to branch FSR’s to broaden understanding and knowledge of proper follow-up procedure. 
Supervise branch staff, including coaching, development and discipline to help meet sales goals, strict adherence to policies and procedures and to provide exceptional member service
Create an environment that encourages associates to provide an exceptional member experience and a dynamic and engaging culture.
Partner with manager to manage and coach associates to engage members and create valuable interactions which will create lasting member relationships.  
Actively identify, coach, develop, motivate and support associates so they can provide superior service to every member.

Assist in improving CU revenues and expenses and grow the business while exceeding member expectations.
Efficiently manage your time and capacity.
Interpret performance results (sales, service, and adhering to policies/procedures) to drive success and hold associates accountable to results.
Engage associates and deliver daily Morning Brew content to branch staff, ensure all associates receive information and guidance provided in MB and complete action items when applicable. 
Perform associate observations to ensure member service expectations are met. Complete observation forms on associates on a consistent basis or as instructed by Chief of Ops and/or Chief of Growth.
Communicate standards through consistent one on one conversations with direct reports. (min quarterly) 
Represent FSFCU in a courteous, efficient and professional manner at all times.  Maintain positive attitude when dealing with members and co-workers.  Work cooperatively in a team environment with other staff members.
Maintain professional appearance and good attendance.
Ensure highest level of accuracy and confidentiality in all credit union business. 
Complete all required training programs.
Comply with BSA and Fair Lending regulations when performing all job requirements, and stay abreast of updates/requirements of BSA/OFAC/CIP through the completion of training courses assigned annually by trainer as well as meetings discussing BSA compliance activities.

QualificationsSkills:

This position requires the employee to work well with others and be extremely detail oriented. Basic math and money skills and the ability to apply common sense and to reason are expected. Good people skills as well as oral and written communication skills are essential. Ability to read, analyze, and interpret technical procedures and regulations are required. Excellent phone skills and manners are required. Typing and PC skills are required. 10 key by touch, Word and Excel experience preferred.

Education and Qualifications:

High school diploma or equivalent or an equivalent combination of education and experience are required. Completion of all requirements of FSR 3 position. Demonstrate ability to resolve problems and misunderstandings for members; ability to effectively communicate both verbally and in writing. Ability to make decisions and work independently; skills to handle many tasks at different degrees of difficulty. Competence and initiative to take on additional responsibilities. Ability to manage time and set priorities

Physical Demands/Work Environment:

Duties of this job frequently require employee to talk, hear, stand, sit, write and type. Employee is occasionally required to walk or bend. Employee is frequently required to use hands and fingers, handle and feel objects, tools, or controls. Employee may be required to occasionally lift and/or move up to 50 pounds. Job requires close vision for computer work and ability to adjust focus from computer to member interface. The work environment is an office setting. Noise level is usually moderate. While safety precautions are in place, due to the nature of the industry, robbery is possible. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Remote Work:

Remote work is not available due to the nature of the job.

This job description is not a complete list of all the duties and responsibilities, nor does it constitute an employment contract. Duties and responsibilities may be added, deleted, or changed at any time at management’s discretion.

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