Role:
- Ensures members and potential members receive fast, courteous, and accurate service in the branch; explains services, sets up new accounts, responds to problems, and directs members' phone calls to the appropriate area. Directs and schedules resources needed for the credit union and it's members. Supervises, assists, and trains Relationship Advisors and Service Advisors. Coaches and develops staff members to ensure excellent service is delivered to members. Demonstrating and upholding our Core Values and WE Standards is a fundamental responsibility of every employee and is required in all positions throughout the organization.
Essential Functions & Responsibilities:
- Assists members and employees with inquiries, answers questions about products and services; resolves problems within their authority; refers problems that are beyond their authority to the next level supervisor, along with their recommendations. Schedules and monitors daily activities of Relationship and Service Advisors.
- Schedules, trains, and observes the work of Relationship and Service Advisors. Evaluates and reviews performance and recommends to management salary adjustments or disciplinary actions.
- Identifies opportunities and cross-sells services to members.
- Support the Member Care Center during periods of high call volume or staffing needs by assisting with incoming member calls, ensuring consistent service quality across all channels.
- Orders daily cash requirement for credit union branch. Manages vault cash
- Ensures that member account information is properly recorded on core system and all paper documents are appropriately filed.
- Monitors department activities for compliance with established policy and regulations. Takes action to resolve any compliance issues.
- Identifies and takes action to improve the department's operating methods and procedures.
- Ensure compliance with all regulatory programs including but not limited to the Bank Secrecy Act, Office of Foreign Asset Control Program and Customer Identification Program. Performs other duties as assigned. Remote employees must adhere to their agreed-upon work schedule from a secure location, participating in virtual meetings, video conferences/other communications, and maintaining regular, responsive communication during working hours.
Performance Measurements:
- Maintain documentation to ensure that Service Advisors balance within the specified range as defined in Procedure 107. Takes measures and actions to ensure the departments processes member transactions with minimal errors and to member satisfaction.
- Provide training, development, support, and leadership for all direct reports.
- Maintain a highly qualified staff, sufficient to meet the daily demands of the credit union's members
- Assist in answering telephone calls to ensure member receives quality service.
- Maintain a professional appearance and atmosphere for the department.
- Keep management informed regarding key operating issues affecting the branch.
- Complete employee performance plan and evaluation reviews within the prescribed time frame.
- Ensure established branch goals are met by coaching and observing staff members.
- Completes required annual BSA/AML training with a passing grade of 80% or higher. Accurately completes Monetary Instrument logs for the cash purchase of Cashier Checks, Money Orders, and Travelers Checks as needed. Completes required Customer Identification and Red Flags Program requirements to include documentation of discrepancy as needed.
- Must pass registration based on the SAFE Act requirements or already be registered.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
Tyndall Federal Credit Union is an Equal Opportunity Employer. As an equal opportunity employer, Tyndall Federal Credit Union does not discriminate against any employee or candidate on the basis of age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.
