Title: Concierge

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Concierge primary role consists of overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options, and directing members to the appropriate supporting staff. A key component of this role is maintaining a strong lobby presence by actively engaging members. By utilizing the supporting software, the Concierge will quote wait times, or promote phone and in person appointments as appropriate for the member. Duties will also include answering member questions regarding credit union services provided and perform a variety of account maintenance activities. The Concierge will process business member transactions that include but are not limited to teller/cash transactions.

Duties and Responsibilities

• Professionally and enthusiastically greets members to serve their needs or to direct them to the appropriate staff
• Performs opening and closing procedures in a manner that is 100% consistent with policies and procedures
• Uses computer software to sign in members and monitor wait time to ensure quality service
• Professionally services basic member activity, including, but not limited to:
  • Processes changes of address and add additional names to accounts
  • Places check orders and order replacement ATM / debit cards
  • Sets up direct deposit and process wire transfers and stop payments
  • Processes printouts of statements and check copies as requested
  • Opens deposit accounts.
• Assumes responsibility for establishing and maintaining effective, professional business relations with members:
  • Resolves member requests and questions promptly, courteously, and professionally keep members informed of credit union services and policies
  • Maintains and projects the credit union’s professional reputation
• Recommends and refers new and alternative services to members that best fit their financial needs
• Outbound calling to members who were a no show for appointments to offer alternative options
• Accepts all company deliveries and track through a delivery log including processing mail as needed and balancing totals
• Keeps track of all outgoing overnight deliveries and call for pick-ups if appropriate
• Assists in the preparation and delivery of departmental reports and letters
• Assists with mailings by preparing labels and stuffing envelopes
• Assumes all teller line functions including but not limited to transactions for business members, balancing drawer, vault, and recycler. Also includes cash orders for branch
• Assists members both inside and outside and with ITM machines
• Maintains audit controls including but not limited to dual control, key control, logs/reports, alarms, safe deposit box and all teller-related audit responsibilities
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Manages reports as directed by management
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education and experience
• Prior customer service experience
• Knowledge of most Microsoft Office software, including Word and Outlook features
• Strong organizational skills and attention to detail
• Strong communication and interpersonal skills
• Must value a high degree of accuracy
• Professional demeanor
• Positive and outgoing attitude
• Exceptional communication skills
• Assertive problem-solving skills

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

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