Sr. Universal Agent
This position is the Member Ambassador for the financial institution with the overall purpose of providing quality and efficiency to members who prefer face-to-face interaction. This position will have a thorough understanding of the member’s transaction requirements and be able to effectively communicate all available options to them. They will educate members about our sales and service delivery options and refer the appropriate products and services matching the member’s needs. This position will also refer members to the appropriate source or channel to address their need. They will also be responsible for the processing the regular transactions, such as receiving and paying out money, and keeping records of money and negotiable instruments involved in financial transactions in an efficient, friendly and accurate manner. Provides personalized banking services to financial institution members by performing the following duties
Essential Functions/Position Responsibilities:
· Order the appropriate amounts and types of cash for the branch and maintain proper documentation of all currency received and disbursed.
· Maintain overall control and accountability for all vault reconcilement including ATM, coin machine, TCR and Main vault. Periodically audit branch vaults/safes as required by policy. Maintain documentation of audit for monthly reporting to senior management.
· Troubleshoot and resolve member and internal inquiries in a timely, professional and accurate manner. Informs and advises member of status or enhancements to current account productivity and suggest resolution on account disputes and other account activity.
· Answer and route telephone calls, take messages, provide information and directs calls to appropriate staff as necessary.
· Open and close the building in accordance with set hours and tests security equipment monthly.
· Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Six months to two years of similar or related experience, including time spent in preparatory positions.
A high school degree or GED is required.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Member / Stakeholder Focus: Builds and maintains effective relationships with credit staff, lenders and members. Identifies member/stakeholder’s needs and expectations. Listens carefully in order to see issue from their point of view. Offers practical solutions or recommendations focused on achieving the member/stakeholder’s expectations.
Adaptability: Learns and adapts quickly in new situations. Possesses a flexible style, the ability to change and adapt to fit circumstances. Adjusts with ease, resulting in successful performance.
Personal Accountability: Accepts responsibility for own actions, including failure. Embraces experiences as learning opportunities and does not blame others.
Collaboration: Values others and different perspectives. Actively seeks and enlists participation of other departments, functional areas and individuals in order to achieve goals. Promotes the common good, extends self beyond personal self-interest; engages in appreciative inquiry and a spirit of caring, not finger-pointing or blaming.
Effective Communication: Puts others at ease by listening. Allows adequate time for interactions, gives undivided attention to speaker, demonstrates non-verbal cues that show interest, keeps an open mind and concentrates on the speaker’s message. Responds with information or questions, as appropriate. Remains calm, focused and polite, even during stressful conversations.
Professionalism- Consistently conducts self in a manner that is business appropriate. Manner of speech, attire and interaction with others conveys competency, confidence, credibility, respect and efficiency to others. Is polite, courteous, tactful, responsible, and well-groomed. Establishes and maintains professional boundaries in all work related relationships.
Problem Solving- Gathers and analyzes information, identifies goals, explores and selects solutions, implements and action plan and evaluates results to ensure identified goals have been achieved.
Consultative Selling - Demonstrates the ability to influence others by listening, gathering and analyzing information in order to accurately understand their needs. Provides expert advice and functions as a knowledgeable resource, works collaboratively in order to develop possible solutions, and/or to solve problems. Presents information, products and services in a manner that secures commitment.
NOTE: This job description has been designed to indicate the general nature and level of work performed by staff members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of staff assigned to this position.
 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions