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Customer Service Representative

2 months ago

Clarksville, Tennessee, United States Fortera Federal Credit Union Full time
Job Overview

POSITION OBJECTIVE

The primary responsibility is to deliver an outstanding experience to all members while effectively managing a range of member services. This includes handling deposits, withdrawals, loan payments, and other financial transactions. Engage proactively with members to introduce them to products and services that align with their financial aspirations.


KEY RESPONSIBILITIES

Ensures efficient and accurate execution of Teller duties.

  • Acts as a representative of the Credit Union, maintaining a professional demeanor in accordance with the Fortera brand and service expectations.
  • Processes standard transactions, including cashing checks, accepting deposits, and managing withdrawals with precision.
  • Verifies checks for proper endorsement and compliance with credit union policies.
  • Handles the sale of money orders, gift cards, and cashiers' checks, along with processing wire transfers and stop payments.
  • Maintains up-to-date knowledge of credit union offerings and educates members on beneficial products and services, including digital banking options.
  • Conducts all transactions with efficiency and accuracy to ensure a balanced cash drawer by adhering to established balancing protocols.

Maintains effective and professional relationships with members.

  • Addresses member inquiries and requests in a timely manner.
  • Accurately processes account maintenance requests.
  • Informs members about available Credit Union products, account types, interest rates, and related services.
  • Safeguards the confidentiality of member account information.
  • Upholds the Credit Union's reputation for quality service.

Collaborates effectively with team members and management.

  • Works closely with branch staff to ensure a superior service experience for members.
  • Communicates any significant issues or concerns to branch management.
  • Completes necessary reports and documentation accurately and promptly.
  • Participates in all required meetings, training sessions, and committees.
  • Engages in community initiatives to enhance the Credit Union's visibility.

Performs additional duties as assigned.

  • Handles drive-up teller and night drop responsibilities as needed.
  • Identifies and refers opportunities for cross-selling Credit Union products to Member Advisors.
  • Completes all required compliance training and adheres to relevant regulations.
  • Maintains a clean and secure work environment.
  • Undertakes other tasks as directed by management.
  • May be required to work at various Credit Union locations, including extended hours and weekends.

IMPORTANT NOTE: Fortera Federal Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

PERFORMANCE INDICATORS

  • Teller functions are performed efficiently and accurately, adhering to established policies and security protocols.
  • Cash balances are maintained, with discrepancies resolved promptly.
  • Strong relationships with members are fostered, ensuring their concerns are addressed courteously.
  • Effective collaboration with team members and management is maintained, providing assistance as necessary.
  • Core values of Fortera are consistently demonstrated.

QUALIFICATIONS

Education/Certification:

  • High school diploma or equivalent.

Required Knowledge:

  • Basic understanding of Credit Union operations.

Experience Required:

  • Minimum of six months experience in cash handling, customer service, or retail sales.

Skills/Abilities:

  • Ability to assess cultural environments with emotional intelligence.
  • Strong interpersonal and communication skills.
  • Professional appearance and demeanor.
  • Capacity to work collaboratively with others.
  • Proficient math skills and keen attention to detail.
  • Competence in operating PCs and standard business equipment.
  • Ability to work independently or as part of a team in a fast-paced environment.
  • Capability to maintain professionalism under pressure.
  • Regular and reliable attendance.

PHYSICAL REQUIREMENTS

Talking:

  • Frequent communication of detailed instructions or ideas.

Hearing:

  • Able to hear normal conversations and receive information.

Finger Dexterity:

  • Ability to perform tasks requiring fine motor skills.

Repetitive Motion:

  • Frequent use of wrists, hands, and fingers.

Visual Abilities:

  • Normal visual acuity for document preparation and inspection.

Physical Strength:

  • Ability to exert up to 50 lbs. occasionally, and/or up to 10 lbs. frequently.

Standing:

  • Capability to stand for extended periods.

WORKING CONDITIONS

None:

  • No hazardous or unpleasant conditions typical of an office environment.

MENTAL REQUIREMENTS

Reasoning Ability:

  • Ability to apply common sense to carry out detailed instructions and solve problems.

Mathematics Ability:

  • Ability to perform basic math calculations and interpret data.

Language Ability:

  • Ability to communicate effectively using a broad vocabulary.