Floating Operations Specialist at Rivermark Community Credit Union in Beaverton, Oregon

Job Description:

Rivermark offers 100% employer paid medical/dental and optional vision insurance for employees. We also offer a 401(k) retirement savings plan. Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.

Summary

Engages members and educates them about Rivermark’s products and services. Provides service and support to members by handling requests that are sometimes routine in nature. Seeks out opportunities to provide members with new or underutilized products and services.

Primary Duties & Responsibilities

1. Supports the Credit Union by working at various locations and performing the duties of a Teller, Account Officer, Member Solutions Specialist, Virtual MSR and/or Interactive Solutions Specialist. Reports to location assigned by Floating Operations Manager when floating support is not required.


2. Provides exceptional member service including making eye contact, welcoming and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice.


3. Monitors lobby traffic to ensure members are being helped in a timely and welcoming manner.


4. Consistently establishes rapport, explain solutions, define needs and recommend action during each member interaction.


5. Assists members with financial transactions in an efficient, confidential and professional manner, including, but not limited to deposits, withdrawals, transfers, member account maintenance, account holds and opening certificates and savings accounts.


6. Processes loan requests from all channels. Interviews for additional loan options, complies with loan policies and procedures and utilizes loan processors for documents and funding loans. Actively cross-sells Credit Union products and services throughout the loan process.


7. Completes onboarding activities for all new members and/or loans.


8. Takes complete ownership of every interaction whether it requires a call back, extended research or assistance from other teams until complete.


9. Assists members using the Personal Teller Kiosks (PTKs). Educates members to make them comfortable and competent using the interactive technology. Assumes responsibility for the efficient, accurate, confidential and professional performance of teller functions processed via the PTKs.


10. Possesses override capabilities and increased transaction limits.


11. Assists members with online banking issues and offers other technical assistance regarding electronic devices. Resets passwords, challenge questions and PINs for members according to procedures.


12. Observes all operations processes and procedures and provides feedback to the Floating Operations Manager regarding possible efficiencies and/or inconsistencies.


13. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Balances member interactions via multiple PTKs.


14. Acts as a leader in sales, product knowledge, member solutions and work ethic.


15. Actively participates in personal performance coaching sessions with management team.


16. Follows the Credit Union’s written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses.


17. Continuously improves individual level of competency through training and development via established educational programs.


18. Skillfully handles and resolves difficult member situations for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.


19. Makes follow-up calls or emails to members regarding promotions, products and services.


20. Responds to member documentation requests as requested.


21. Seeks ways to streamline work processes and continuously improve the Credit Union.

Supervisory Responsibility

This position has no direct supervisory responsibility.

Interpersonal Contacts

Continuous contact with members. Frequent contact with employees.

Travel

Frequent local and out-of-area travel, when required to provide staffing assistance to various locations.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

Education/Experience

High school diploma or equivalent. Minimum one-year financial institution experience in sales or minimum two years retail sales experience in a goal-driven environment. Consumer lending experience a plus.

Requirements Skills, Job Knowledge & Abilities

1. Exceptional customer service skills, including tact and diplomacy, plus a desire to accommodate the needs of others. Ability to exhibit an inherent ease with others.


2. Advanced knowledge of all Credit Union products and services and related legal and regulatory requirements. Extensive knowledge of the documents and forms required to complete consumer loans, IRAs, business and trust accounts, plastic cards, online banking and bill payment transactions.


3. Willingness to be flexible regarding assigned work schedule in order to meet the needs of the Credit Union.


4. Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.


5. Proficiency with Microsoft Office software, data entry, ten-key calculator and math skills.


6. Ability to use judgment and discretion when handling confidential member account information.


7. Strong organizational and time management skills. Proven ability to follow through on tasks with accuracy and pay close attention to detail.


8. Ability to handle processes, product and work flow changes productively.


9. Working knowledge of acceptable negotiable items and member identification.


10. Excellent communication skills. Ability to build relationships with members through all channels. Ability to effectively communicate one-on-one and in a group setting. Ability to remain calm when helping difficult and/or irate members.


11. Exceptional member service and sales skills in order to meet our members’ financial needs and make contributions toward the achievement of Credit Union goals.


12. Ability to proficiently explain remote delivery channels and options with members.


13. Must be comfortable appearing on camera.


14. Ability to keep work space organized and tidy.


15. Comfortable being evaluated against performance standards.


16. Research and problem-solving skills in order to identify and resolve issues.


17. Ability to maintain and project the Credit Union’s professional reputation.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

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