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. 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 greet members to serve their needs or to direct them to the appropriate staff
• Perform opening and closing procedures in a manner that is 100% consistent with policies and procedures
• Use computer software to sign in members and monitor wait time to ensure quality service
• Professionally service basic member activity, including, but not limited to:
  • Process changes of address and add additional names to accounts
  • Place check orders and order replacement ATM / debit cards
  • Set up direct deposit and process wire transfers and stop payments
  • Process printouts of statements and check copies as requested
  • Open deposit accounts.
• Assume responsibility for establishing and maintaining effective, professional business relations with members:
  • Resolve member requests and questions promptly, courteously, and professionally
  • Keep members informed of credit union services and policies
• Maintain and project the credit union’s professional reputation
• Recommend and refer 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
• Accept all company deliveries and track through a delivery log including processing mail as needed and balancing totals
• Keep track of all outgoing overnight deliveries and call for pick-ups if appropriate
• Assist in the preparation and delivery of departmental reports and letters
• Assist with mailings by preparing labels and stuffing envelopes
• Assume all teller line functions including but not limited to transactions for business members, balancing drawer, vault, and recycler. Also includes cash orders for branch
• Assist members both inside and outside and with ITM machines
• Maintain audit controls including but not limited to dual control, key control, logs/reports, alarms, safe deposit box and all teller-related audit responsibilities
• Manage reports as directed by management
• Perform other duties as required by management
• Develop an understanding of Credit Union history, philosophy, organization, policies, and operational procedures including all teller related procedures and regulations
• Perform notary duties as needed in the branch.
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions:
  • Can get along with coworkers or peers without exhibiting behavioral extremes
  • Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Respond appropriately to feedback from a supervisor.

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
• 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 described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit, use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

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