Retail Service Specialist

Reports To: Branch Manager

Location: Onsite- Auburn Branch Position Type: Non-Exempt Individual Contributor Pay : $20/hr-21.75/hr

Note - The salary for this position is based on a combination of education, relevant experience, and industry standards. The top of the posted pay range reflects compensation for candidates with a similar title who are performing comparable duties within a similar industry. Actual compensation will be determined based on individual qualifications.

Position Summary This position builds rapport by establishing trusting relationships with members and providing consistent high-quality service. Performs Service Representative's transactions and account opening processes on members' accounts accurately and in accordance with current practices, examines signatures and endorsements comparing them to valid identification. Acts in the members' best interest through compliance with all credit union policies and procedures, as well as maintaining knowledge of regulations (i.e. Reg CC, Bank Secrecy Act, OFAC, Patriot Act, Reg E, Reg DD, etc.). Ensures all Credit Union member information and transactions are kept confidential. Opens and closes accounts, incorporates on-boarding techniques, evaluates need, up-sells products, and maintains knowledge of internal trends and competitor's rates, terms, etc. Engages in problem resolution from start to finish by clarifying the claim, determining the cause and following up to ensure there is a resolution. Generates referrals through conversations of members' needs and uses persistence and persuasion to overcome objections and incorporates on-boarding techniques. Makes productive decisions after considering all the information. Increases member satisfaction by being highly responsive to the needs of members.

The Retail Service Specialist will be the champion in the branches for all things digital. The RSS will assist members in accessing and problem solving member issues in the usage of the Credit Union's digital tools and products with the online and mobile banking app being a key product. The RSS will also train branch personnel to assist members and be first line of trouble shooting at the branch and for members coming into our branches.

Knowledge Requirements Excellent communications skills (both oral and written) Ability to gather and analyze data. Experience preferred in regards to cash handling (cashier) and clerical office work. Strong sales and service skills Ability to operate computer, typewriter, phone, adding machine, and other office equipment. Interpersonal skills to present the Credit Union in a positive way during transactions. Basic knowledge of deposit accounts and loan products Adheres to all federal, state and credit union regulations and policies. Education and Experience High School diploma or equivalent College degree and/or sales experience, preferred

Work Environment & Physical Effort Required

Normal

Core Values

Commitment - Be all in.

Consistency - Be all in EVERY DAY.

Innovation - Think (UYH) and ASK WHY.

Integrity - Do the RIGHT thing, not the easy or quick thing.

Quality - Do an OUTSTANDING job, don't run out of GAS.

Trust - Hold trust and be trustworthy.

Value - Make members lives better, easier, safer; help them fulfill dreams; help them to do what they don't know how to or think isn't possible even if it's not here (see integrity above); make them wiser; help them build wealth (beyond saving $$)

Pay Range: $20.00 - $21.75 per hour