Member Relationship Officer

Overview

The Member Relationship Officer (Teller) is responsible for delivering exceptional member experience while serving members’ financial needs in a retail branch lobby. Responsibilities include promptly greeting members, providing account service to include processing account transactions (handling cash and checks, deposits, withdrawals, loan payments), handling general account maintenance functions, and resolving member inquiries. MROs (Tellers) are expected to educate members on products and service offerings and encourage self-service options such as digital banking, remote deposit capture, bill payment and ATM utilization.

• Greet members promptly and provide courteous service in the branch lobby.
• Educate members about products and services and encourage use of self-service options (digital banking, bill payment, remote deposit capture, ATM usage).
• Handle account servicing requests, including processing deposits, withdrawals, cash handling, and loan payments in accordance with policies.
• Perform general account maintenance functions and resolve member inquiries within authority; refer beyond scope to Branch Operations Manager with recommendations as needed.
• Contribute to daily branch operations including cash handling, balance reconciliations, record retention, and branch security in line with policy.
• Operate cash handling devices as required and investigate balancing discrepancies.
• Process cash advances and issue debit/credit cards as applicable.
• Identify members suitable for Financial Wellness Programs and refer through appropriate channels.
• Represent the organization with a professional image and maintain a safe, confidential, and user-friendly branch environment.
• Develop positive working relationships, support team goals, and respond to colleague concerns appropriately.
• Promote the credit union philosophy and core values in work practices and service delivery.
• Comply with quality assurance expectations and applicable laws and policies; provide Notary services where permitted.
• Maintain confidentiality of member information and adhere to security standards; comply with regulations including Regulation CC, BSA/Patriot Act, CIP, and OFAC as applicable.
• Perform other related duties as assigned, including weekend hours as required.

Knowledge Of

• Customer Service
• Credit Union policies and procedures

Ability To

• Operate a PC and Microsoft Office; use the Credit Union’s financial software to access member accounts and perform transactions
• Identify and analyze member and employee needs and create solutions
• Communicate professionally and effectively verbally and in writing
• Work weekends

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

• Greet members and provide concierge-level service; acknowledge members according to standards; assist individuals with disabilities; express genuine appreciation
• Educate members about products, services, and self-service technology (Digital Banking, Bill Payment, remote deposit capture, debit cards, e-statements, ATMs, alerts)
• Handle account servicing requests and perform deposits, transactions, and member services in accordance with policies
• Answer questions and resolve problems within authority; refer others as needed
• Maintain daily cash handling responsibilities and branch records
• Operate cash recycler and resolve balancing discrepancies
• Process cash advances and instant issuance of debit/credit cards
• Identify candidates for Financial Wellness Programs and refer appropriately
• Maintain professional image and secure, private, and user-friendly environment
• Support team goals and respond appropriately to colleagues’ concerns
• Promote core values and credit union philosophy
• Comply with QA expectations and regulatory requirements; provide Notary services
• Maintain confidentiality and security around member information
• Weekend work as required and other related duties as assigned

High School diploma or GED and two years of related teller, customer service and cash handling experience.

• Notary Public
• Bondable
• Acceptable Credit History

• Customer Service
• Communication Skills
• Mathematical Skills
• Reasoning Ability

USD $43,452.00 - USD $65,178.00 /Yr.

Compensation & Benefits

• Health, Dental & Vision Benefits
• Bonus opportunity
• 401(k) with match and profit sharing
• Flexible Time Off

Empeople Credit Union is an EEO/Affirmative Action Employer

Empeople Credit Union is an EEO/Affirmative Action Employer. EMPLOYMENT eople Credit Union employment is loyees may resign from Empeople Credit Union as they choose. Similarly, Empeople Credit Union may terminate an employee at any time, with or without notice or cause. Nothing in this Handbook or any policy alters the at-will employment relationship. False statements or material omissions in the Application for Employment may be grounds for termination.