Concierge

Job Description

Title: Concierge

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Concierge primary role consists of overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options and directing members to the appropriate supporting staff. By utilizing the supporting software, the Concierge will quote wait times, or promote phone and in person appointments as appropriate for the member. Duties will also include answering member questions regarding credit union services provided and perform a variety of account maintenance activities. The Concierge will process business member transactions that include but are not limited to teller/cash transactions.

Duties and Responsibilities

Professionally and enthusiastically greet members to serve their needs or to direct them to the appropriate staff

Perform opening and closing procedures in a manner that is 100% consistent with policies and procedures

Use computer software to sign in members and monitor wait time to ensure quality service

Professionally service basic member activity, including, but not limited to:

Process changes of address and add additional names to accounts

Place check orders and order replacement ATM / debit cards

Set up direct deposit and process wire transfers and stop payments

Process printouts of statements and check copies as requested

Open deposit accounts.

Assume responsibility for establishing and maintaining effective, professional business relations with members:

Resolve member requests and questions promptly, courteously, and professionally

Keep members informed of credit union services and policies

Maintain and project the credit union’s professional reputation

Recommend and refer new and alternative services to members that best fit their financial needs

Outbound calling to members who were a no show for appointments to offer alternative options

Accept all company deliveries and track through a delivery log including processing mail as needed and balancing totals

Keep track of all outgoing overnight deliveries and call for pick-ups if appropriate

Assist in the preparation and delivery of departmental reports and letters

Assist with mailings by preparing labels and stuffing envelopes

Assume all teller line functions including but not limited to transactions for business members, balancing drawer, vault, and recycler. Also includes cash orders for branch

Assist members both inside and outside and with ITM machines

Maintain audit controls including but not limited to dual control, key control, logs/reports, alarms, safe deposit box and all teller-related audit responsibilities

Manage reports as directed by management

Perform other duties as required by management

Develop an understanding of Credit Union history, philosophy, organization, policies, and operational procedures including all teller related procedures and regulations

Perform notary duties as needed in the branch.

On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs

Must be able to relate to other people beyond giving and receiving instructions:

Can get along with coworkers or peers without exhibiting behavioral extremes

Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others

Respond appropriately to feedback from a supervisor.

Required Qualifications

High school diploma or equivalent education and experience

Prior customer service experience

Knowledge of most Microsoft Office software, including Word and Outlook features

Strong organizational skills and attention to detail

Must value a high degree of accuracy

Professional demeanor

Positive and outgoing attitude

Exceptional communication skills

Assertive problem-solving skills

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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit, use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.