Remote Teller
Job Description
POSITION DESCRIPTIONPOSITION TITLE: Virtual Teller DEPARTMENT: Operations
CLASSIFICATION: Non-Exempt
REPORTING RELATIONSHIPS
POSITION REPORTS TO: Assistant Director of Call Center Services
POSITIONS SUPERVISED: None
POSITION PURPOSE
Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Resolves member questions and problems regarding Credit Union services and performs a variety of account maintenance. Process loan applications over the phone and ensure all necessary documents are collected. Perform routine member transactions through the ITM. Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Call Center.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assumes responsibility for the effective and professional completion of Call Center functions.
Represents the credit union to members in a courteous and professional manner and provides prompt, efficient, and accurate service.
Presents and explains credit union services and products to members and assists in meeting their financial needs. Provides information to members on Credit Union policies, procedures, and programs; assists members with any issues, questions, problems, or complaints they may have.
Performs routine member transactions through the ITM, including but not limited to, cash and check deposits, cash withdrawals, loan payments, and transfers. Monitors deposit and withdrawal amounts and examines checks for endorsement and negotiability. Detects and resolves discrepancies promptly.
Handles requests from members such as, but not limited to, transfers, loan payments, check requests, stop payments, line of credit advances, or any other requests from members.
Answers questions and solves problems for members by listening, collecting data, securing answers, and/or directing them to the appropriate person for specific information and assistance.
Opens and closes drawer daily and balances at end of day in accordance with policy and procedure.
Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
Assumes responsibility for establishing and maintaining effective, professional business relations with members.
Resolves member requests and questions promptly and courteously.
Keeps members informed of Credit Union services and policies.
Follows-up on cross-sell opportunities to members.
Maintains and projects the Credit Union’s professional reputation.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and management.
Assists call center personnel as required.
Keeps supervisor informed of area activities and significant problems.
Completes required documents, reports, and records accurately and promptly.
Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned.
Assists other departments as necessary.
Assists in verifying accounts and other member correspondence.
Keeps work area clean, secure, and well maintained.
Actively and professionally cross sells Credit Union services.
PERFORMANCE MEASUREMENTS
Call Center representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
Good business relations exist with members. Member problems or questions are courteously and promptly resolved.
Accurate and complete information about Credit Union products and services is provided to members.
Good working relationships and coordination exist with coworkers and management. Appropriate assistance is provided to Call Center staff as needed. Supervisor is informed of activities.
Required documents, reports, and records are accurate, complete, and timely.
The Credit Union's professional reputation is conveyed and maintained.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent
REQUIRED KNOWLEDGE: Thorough knowledge of member services and products/services provided
Basic understanding of loans, payment processes, and interest rates
EXPERIENCE REQUIRED: At least 1 year of experience in a call center environment; credit union or financial experience preferred
SKILLS/ABILITIES: Excellent communication (verbal and written) and public relations skills
Ability to adapt to change and work well under pressure
Ability to manage multiple tasks simultaneously
Ability to use a personal computer and related software applications including Microsoft Word or Excel
Moderate mathematical skills
Strong attention to detail
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
PHYSICAL STRENGTH: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: - Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
MATHEMATICS ABILITY: - Ability to perform basic math skills and to use decimals to compute ratios and percents, and to draw and interpret graphs.
LANGUAGE ABILITY: - Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
- Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
- Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Employee Signature: ________________________________________________ Date: ______________________
Supervisor Signature: _____________________________________________ Date: ______________________
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