Solutions Advisor / Teller II
IC Federal Credit Union, Devens, MA, United States
Solutions Advisor II
Reporting to the Solutions Manager, the Solutions Advisor II is responsible for providing exceptional support to credit union members and prospective members within the assigned branch and its community. As a key member of the branch banking team, the Solutions Advisor II will efficiently and accurately process banking transactions such as account inquiries, deposits, withdrawals and payments, as well as proactively explore needs and build member relationships by facilitating platform transactions, such as deposit account opening, account maintenance and activation of digital banking services; in line with IC's member service standards. Essential Job Functions
Provides efficient, accurate and courteous service while performing a variety of transactions including processing deposits, withdrawals, payments, cashing checks and responding to member inquiries. Managing a cash drawer, counting currency, and balancing at the end of the shift to resolve discrepancies Follows procedures to verify and record customer identities, and aid in identifying fraudulent activity. Facilitates personal and business account opening and assists members with support and maintenance on existing account relationships, with a focus on delivering exceptional member service. Resolve member inquiries, or services via phone or in-person, and provide professional, welcoming experience. Processes assigned branch administrative tasks including processing night drops, scanning documents, preparing official checks, and maintaining organized records. Maintains updated knowledge regarding the Credit Union's products/services and proactively recommends appropriate solutions based on member needs. Supports branch in growing IC's membership base and deepening existing member relationships. Demonstrates and engages members with IC's digital banking tools, such as online and mobile banking, digital wallet enrollments and other ancillary digital solutions (e.g., bill pay, e-statements, card controls, P2P tools, etc.). Promote usage and adoption of self-service channels; highlighting convenience and benefits of omni-channel member experience. Performs all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. Uses established protocols and controls to ensure security and privacy is always maintained. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision, and Core Values, with a focus on team member engagement and member experience. Represents the Credit Union in the communities it serves by participating in civic/community organizations in line with evolving market and community engagement strategies. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Job Competencies
Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. Dependability - Meets deadlines, works independently, accountable, maintains focus, punctual, good attendance record Job Knowledge - Understands facets of job, aware of duties and responsibilities, keeps job knowledge current Organizational Skills - Information organized and accessible, maintains efficient work space, manages time well Product Expertise - Knows product features, understands marketplace, shares expertise with others Problem Solving - Strives to understand contributing factors, works to resolve complex situations Sales Goals - Respects and achieves sales plan goals, strives to maintain quota Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals. Communication: Professional written and verbal communications skills with the ability to present as needed. Overall ability to read and listen effectively. Always maintain a strong adherence to confidentiality and privacy. Education/Experience Requirements
High school education or equivalent and a minimum of one (1) to three (3) years' experience in a cash handling, sales, or service-based role. Excellent written and verbal skills. Basic computer and technology skills. Ability to effectively interact with and support the financial needs of members and prospective members, with a focus on delivering exceptional member-first experience. Physical Demands
Physical requirements include, but are not limited to, general office environment, ability to move floor-to-floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings, and weekends. Work in both traditional and open concept environments. Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reporting to the Solutions Manager, the Solutions Advisor II is responsible for providing exceptional support to credit union members and prospective members within the assigned branch and its community. As a key member of the branch banking team, the Solutions Advisor II will efficiently and accurately process banking transactions such as account inquiries, deposits, withdrawals and payments, as well as proactively explore needs and build member relationships by facilitating platform transactions, such as deposit account opening, account maintenance and activation of digital banking services; in line with IC's member service standards. Essential Job Functions
Provides efficient, accurate and courteous service while performing a variety of transactions including processing deposits, withdrawals, payments, cashing checks and responding to member inquiries. Managing a cash drawer, counting currency, and balancing at the end of the shift to resolve discrepancies Follows procedures to verify and record customer identities, and aid in identifying fraudulent activity. Facilitates personal and business account opening and assists members with support and maintenance on existing account relationships, with a focus on delivering exceptional member service. Resolve member inquiries, or services via phone or in-person, and provide professional, welcoming experience. Processes assigned branch administrative tasks including processing night drops, scanning documents, preparing official checks, and maintaining organized records. Maintains updated knowledge regarding the Credit Union's products/services and proactively recommends appropriate solutions based on member needs. Supports branch in growing IC's membership base and deepening existing member relationships. Demonstrates and engages members with IC's digital banking tools, such as online and mobile banking, digital wallet enrollments and other ancillary digital solutions (e.g., bill pay, e-statements, card controls, P2P tools, etc.). Promote usage and adoption of self-service channels; highlighting convenience and benefits of omni-channel member experience. Performs all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. Uses established protocols and controls to ensure security and privacy is always maintained. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision, and Core Values, with a focus on team member engagement and member experience. Represents the Credit Union in the communities it serves by participating in civic/community organizations in line with evolving market and community engagement strategies. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Job Competencies
Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. Dependability - Meets deadlines, works independently, accountable, maintains focus, punctual, good attendance record Job Knowledge - Understands facets of job, aware of duties and responsibilities, keeps job knowledge current Organizational Skills - Information organized and accessible, maintains efficient work space, manages time well Product Expertise - Knows product features, understands marketplace, shares expertise with others Problem Solving - Strives to understand contributing factors, works to resolve complex situations Sales Goals - Respects and achieves sales plan goals, strives to maintain quota Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals. Communication: Professional written and verbal communications skills with the ability to present as needed. Overall ability to read and listen effectively. Always maintain a strong adherence to confidentiality and privacy. Education/Experience Requirements
High school education or equivalent and a minimum of one (1) to three (3) years' experience in a cash handling, sales, or service-based role. Excellent written and verbal skills. Basic computer and technology skills. Ability to effectively interact with and support the financial needs of members and prospective members, with a focus on delivering exceptional member-first experience. Physical Demands
Physical requirements include, but are not limited to, general office environment, ability to move floor-to-floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings, and weekends. Work in both traditional and open concept environments. Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.