Member Service Advocate; Teller – Oregon Branch

Member Service Advocate (Teller) – Oregon City Branch

• Embraces the Embold Experience including our Mission and Vision Statements, Core Values and service standards.
• Process member requests ensuring accuracy and complete satisfaction.
• Responsible for keeping cash drawer limits within guidelines.
• Buy or sell cash, keeping within limits, and ensuring dual control at all times.
• Balance checks and cash totals during down times and at the close of each business day.
• Notify Manager any time out of balance. Adhere to the Cash Drawer/Balancing Standards.
• Verify transactions; examine documents for endorsement, negotiability, and potential red flags, to ensure compliance.
• Open new member accounts, explaining the features and benefits, to build long-term banking relationships.
• Process fraud paperwork requirements with the member and forward to the appropriate department.
• Follow procedures for all required Bank Secrecy Act (BSA) reporting.
• Using account resources, refer or cross-sell products and services that benefits the member.
• Meet or exceed sales and service goals, contributing to branch and member growth.
• Maintain a high level of knowledge of Credit Union internal controls, compliance, laws, regulations, guidelines, policies and procedures in the area of responsibility.
• Proficiency in using basic computer operating systems, word processing tools, email platforms, internet functionality, and Credit Union core systems.
• Maintain strict confidentiality regarding all non-public data and uphold the financial integrity of the Credit Union.
• Advise manager of any atypical situation that could pose a threat, risk or loss to the Credit Union
• Establish and maintain productive and effective working relationships with the Embold Team.
• Follow all process and procedures outlined in Embold CU Lobby Management Procedures.
• Perform other duties and responsibilities including departmental and individual goals and objectives as assigned.
• Communication / Teamwork
• Job Knowledge
• Member / Market Focus
• Attention to Detail
• Professionalism
• Product Knowledge

• This position is responsible for providing support to other departments/branches as needed. This could result in a temporary or permanent reassignment to another department/branch based on organizational needs.
• Participation in community and/or volunteering events preferred.
• Continual understanding, applied knowledge of, and adherence to the Bank Secrecy Act and all federal, state, and local financial regulations and reporting.
• Ongoing professional development – must complete the annual required courses and trainings; must meet expectations on Performance Evaluations and Behavioral Expectations.
• Complete the Financial Counseling Certification Program (FiCEP) and obtain your Certified Credit Union Financial Counselor (CCUFC) credential within 12 months.

• A significant level of trust, credibility and diplomacy is required . In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
• Specific standards and operating procedures provide some options and latitude for independent decision and action. The employee uses initiative in carrying out recurring assignments independently without specific instruction, but refers deviations, problems, and unfamiliar situations not covered by instructions to the supervisor for decision or help. Decisions are usually limited to choosing between two or three known options. Decisions normally take the form of recommendations or giving input.

• Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options. Generally, average transactions and tasks can take between 15 minutes and 30 minutes.

• Has little or no noticeable authority to make decisions or responsibility to generate results…