Front Desk Receptionist

at  Capital Credit Union

Position Purpose
Upholds the Credit Union’s mission of ”We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting members in person, on the telephone, and by processing mail payments, providing a broad range of Credit Union information using a consultative approach. Refers members to the appropriate individual in a professional and efficient manner. Places an emphasis on enthusiastic quality service while concentrating on building member relationships.

Essential Responsibilities

• Greets members as they enter the facility. Assists members and vendors in person, determines their needs, and refers them to the appropriate individual. Communicates wait times and may offer refreshments while they are waiting. If employee is not available, may take and distribute a message to them in a timely manner.
• Concentrates on building relationships with members, making them feel welcome. May discuss special promotions and make potential referrals to Member Service Representatives, including arranging member appointments.
• Educates members about products and services that may meet their financial needs or provide them benefit. Discusses applicable Credit Union products and services with new and existing members, presenting necessary information suited to members’ needs.
• Maintains an effective working knowledge, including the technical aspects of the products and services offered to members. May include MSR and member advocacy training in areas that relate to job.
• May quote interest rates.
• Answers and resolves member problems, concerns, and complaints when appropriate. Routinely tracks frequently asked questions and member concerns and brings to the attention of supervisor for follow up.
• May perform miscellaneous duties including, but not limited to, sorting mail, verifications of deposit, ordering bakery items, making coffee, organizing kitchen duty listing, stocking lobby supplies, making popcorn, assembling employment applications and maintaining facility and delivery logs for the branch. Maintains a presentable lobby area for members and vendors. Completes miscellaneous projects for the organization including help with stuffers, running mail payments, sending out holiday cards, and more.
• Operates computer terminal to monitor branch employee schedules and may make appointments if appropriate.
• May assist in training tellers or Member Service Representatives to fill in during absences and may also train new employees.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; and ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Good working knowledge of the core computer system, Word, E-mail, and Excel, specifically the software necessary to view/schedule appointments. Must be able to operate fax machine, adding machine, coffee maker and popcorn machine. All these skills are normally acquired in one to three months of on-the-job experience.
• Comprehensive knowledge of Credit Union products and services in order to provide information to members as normally acquired in three to six months of related experience with the Credit Union. May be cross-trained in the Member Service Representative area.
• Communication/listening skills necessary to deal effectively and courteously with a diverse group of members, vendors, and employees in high-stress situations.
• Ability to exercise independent judgment when addressing member problems.
• Analytical ability to understand instructions, straight-forward comparisons of numbers, and the ability to collect information from computer screens and other available sources to assist members. Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations.

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.
Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.

• Greets members as they enter the facility. Assists members and vendors in person, determines their needs, and refers them to the appropriate individual. Communicates wait times and may offer refreshments while they are waiting. If employee is not available, may take and distribute a message to them in a timely manner.
• Concentrates on building relationships with members, making them feel welcome. May discuss special promotions and make potential referrals to Member Service Representatives, including arranging member appointments.
• Educates members about products and services that may meet their financial needs or provide them benefit. Discusses applicable Credit Union products and services with new and existing members, presenting necessary information suited to members’ needs.
• Maintains an effective working knowledge, including the technical aspects of the products and services offered to members. May include MSR and member advocacy training in areas that relate to job.
• May quote interest rates.
• Answers and resolves member problems, concerns, and complaints when appropriate. Routinely tracks frequently asked questions and member concerns and brings to the attention of supervisor for follow up.
• May perform miscellaneous duties including, but not limited to, sorting mail, verifications of deposit, ordering bakery items, making coffee, organizing kitchen duty listing, stocking lobby supplies, making popcorn, assembling employment applications and maintaining facility and delivery logs for the branch. Maintains a presentable lobby area for members and vendors. Completes miscellaneous projects for the organization including help with stuffers, running mail payments, sending out holiday cards, and more.
• Operates computer terminal to monitor branch employee schedules and may make appointments if appropriate.
• May assist in training tellers or Member Service Representatives to fill in during absences and may also train new employees