What are the responsibilities and job description for the Universal Banker position at Wings Credit Union?
PRIMARY PURPOSE: This position is responsible for acquiring, expanding, and enriching current and future member relationships by assisting and educating members in opening and managing their accounts and finances, building long-term relationships, and cross-selling the products and services that will help them be financially successful. Providing personalized, professional service to all members in an exceptional manner, and seeking out opportunities for additional business.
ESSENTIAL FUNCTIONS include the following. Other duties may be assigned.
- Assist customers with basic requests related to opening new accounts, completing service requests, and submitting credit applications.
- Proactively educate members on the features and benefit of the Credit Union’s products and services and actively cross sell and make qualified referrals for additional appropriate loan, deposit and fee income products and services.
- Establish trust and lasting relationships with members by building a personal connection through engagement, education, asking open-ended questions, listening, and having a consultative approach.
- Maintain a healthy sales pipeline by collecting member contact information and scheduling follow-ups for individuals who have a further need for engagement.
- Refer members to financial experts, as needed (e.g First Mortgage and Financial advisors).
- Properly diagnose and perform research to resolve moderately complex member issues including communicating with other departments for issue resolution.
- Assist, serve, and follow up as necessary with members who have fraud and forgery, deceased accounts, retirement services, account maintenance, business needs, and other unique account types to meet their continued needs and provide exceptional service.
- Support the branch community by being involved in Wings sponsored events and/or community events.
- Stay current on all Wings promotions and participates in contests and activities to support the goals.
- Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
- Provide support to other teams within Retail Delivery, if needed, which may require travel.
- Perform additional responsibilities as assigned to meet business needs.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, knowledge, skills, and/or ability required.
- High School diploma required.
- Some college experience is preferred.
- Proven sales skills and 1 year customer service or retail banking experience preferred.
- Cash handling experience preferred.
- Knowledge of banking and/or credit union regulations, preferred.
- Experience recommending products and plans to improve a customer’s financial position, preferred.
- Ability to work efficiently in a fast-paced and sometimes stressful environment while having the desire to maintain quality of service.
- Excellent customer service skills with a member focused mindset.
- Acts as part of a cohesive team, demonstrating excellent people skills and the ability to interact positively with other employees.
- Proficient with MS Office products and general office equipment.
- Comfortable and confident with self-service technology.
- Good organizational skills, detail oriented with strong emphasis on accuracy and integrity.
- Ability to collaborate well with people with diversified personalities.
- Excellent verbal and non-verbal communication skills.
- Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.