What are the responsibilities and job description for the Branch Ambassador position at Achieva Credit Union?
Purpose/Duties
The Branch Ambassador oversees and sets the positive tone for the customer experience at the branch for members, prospective members and all guests. The required outcome for this role is to not only meet, but to exceed the needs and expectations of each guest so they are excited to be members and ready to recommend Achieva to others. The Branch Ambassador creates this connection by focusing on the first impression at the entrance, guiding the person through their visit, connecting them to the people and services that they need and by ensuring a pleasant exit. The Branch Ambassador handles a variety of member services including and not limited to entering member service requests in accordance with branch operating standards, providing related materials, assisting frontline staff when needed, and ensuring that anyone waiting is attended to and updated during their wait. The Branch Ambassador participates in annual training as required for BSA and the Privacy Act to ensure we are delivering the highest standards in our credit union experience. The Branch Ambassador must be very customer focused, self-motivated and a team player. Must be able to provide support to other branch locations as assigned.
Key Result Areas
Support Achieva’s Brand Frame by Finding a Way to always assist internal and external customers, Providing VIP service to all internal and external customers, Making it Easy for all internal and external customers, Learning about all internal and external customers, and Promoting an environment of Trust.
PEOPLE:
The Branch Ambassador oversees and sets the positive tone for the customer experience at the branch for members, prospective members and all guests. The required outcome for this role is to not only meet, but to exceed the needs and expectations of each guest so they are excited to be members and ready to recommend Achieva to others. The Branch Ambassador creates this connection by focusing on the first impression at the entrance, guiding the person through their visit, connecting them to the people and services that they need and by ensuring a pleasant exit. The Branch Ambassador handles a variety of member services including and not limited to entering member service requests in accordance with branch operating standards, providing related materials, assisting frontline staff when needed, and ensuring that anyone waiting is attended to and updated during their wait. The Branch Ambassador participates in annual training as required for BSA and the Privacy Act to ensure we are delivering the highest standards in our credit union experience. The Branch Ambassador must be very customer focused, self-motivated and a team player. Must be able to provide support to other branch locations as assigned.
Key Result Areas
Support Achieva’s Brand Frame by Finding a Way to always assist internal and external customers, Providing VIP service to all internal and external customers, Making it Easy for all internal and external customers, Learning about all internal and external customers, and Promoting an environment of Trust.
PEOPLE:
- Maintain courteous and timely service to members and co-workers.
- Represent the credit union in a courteous and professional manner.
- Listen and ask questions to determine what each person needs.
- Support the Branch team.
SYSTEMS:
- Provide professional, accurate, and timely processing of member requests.
- Create and manage queue lines if more than one person arrives at the same time.
- Offer alternative solutions to waiting such as making an appointment with a Member Service Advisor using Outlook Calendar.
- Alert teammates that members are waiting and what they need.
- Provide professional and courteous communication to promote synergy between members and departments.
- Competent in the computer and software systems required to check visitors in, alert employees of their needs and find Achieva information for guests and members.
ENVIRONMENT: oversee, update and ongoing light cleaning of the following areas:
- Member coffee station - neat, clean, and well stocked.
- Member waiting area is neat and clean.
- Member Computer Station is operational and assists members when needed.
- Teller queuing area is neat and clean.
- Front Door is clean, accessible and inviting
PRODUCT
- Knows the core Achieva products well enough to answer basic questions.
- Knows the top ten most asked questions about Achieva.
- Knows and shares the Achieva story, history and difference.
- Perform other essential job functions as required or assigned.
Required Education
- High school diploma or G.E.D.
Required Experience
- Minimum 1 year similar or related experience
Required Skills
- Customer Focus - Ability to connect with people, personally
- Professional Presentation
- Impeccable oral and written communication skills
- Proven ability to handle even the most difficult customer situations with empathy and professionalism
- High Level Product knowledge
- Ability to facilitate systems - traffic flow, customer flow, waiting area
- Ability to multi-task
- Organizational skills
- Attention to detail
- Ability to work independently
- Team Player
Desired Skills
- Microsoft Outlook
- Window-based PC computer
- 10 key calculator
Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Achieva Participates in E-Verify.
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