Lobby Concierge

The Lobby Concierge is responsible for delivering excellent member experience while managing and assisting with lobby traffic. The Lobby Concierge greets members with the intent of identifying their financial needs with a focus on directing them to the appropriate department. This position requires excellent communication skills to effectively engage and recognize the member’s needs and ensure that they are offered products and services that will assist the member with reaching financial wellness. The Lobby Concierge works collaboratively with their branch team to assure that the member experience is superior, and goals are achieved.

Essential Job Functions

• Engaged Communication: Ensure that engagement between co-workers and members is meaningful with a focus on listening to learn and offering quality solutions.
• GREAT Service Standards: Commitment to offering superior member experience while following all the GREAT service standards.
• Product and Service Expert: Provide our members with excellent service in person and by phone, general and specific account and loan information, online banking, bill-pay information & other related Credit Union services and products. Help increase member awareness of our services in order for the credit union to become the members primary financial institution and build successful long-term relationships.
• Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
• Scorecard Accountability: Cross-offer new checking, lending, and product referrals to members that are consistent with individual and branch goals. Cross offer and explain features and benefits of all products and services by assessing member needs based off conversation cues and current member relationship.
• Diversity, Equity, and Inclusion: Committed to supporting a culture that is inclusive for all.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following all core processes, policies, and procedures including policies and procedures for customer identification and all BSA requirements
• Community Advocate: Serves as a representative of the credit union while in the community.
• Branch Support: Commitment to working all assigned hours and having the flexibility to work from any credit union location within 20 miles of home branch. Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.

Competencies Required

• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Motivated to achieve goals. Measurable outcomes may include Sales, Growth, Retention, Productivity, Service level, Quality accuracy, Efficiency, Timeliness, Cost savings etc.
• Focused, Accuracy, Attention to Detail: Thoroughness and accuracy in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Follows all core process, policies, and procedures.
• Engaged and Collaborative: The employee will work with others to achieve common organizational goals in a spirit of honoring diversity and mutual respect. Effectively communicates by actively listening and sharing relevant information with co-workers, supervisor(s), and members so as to anticipate problems and ensure the effectiveness of the institution.
• Humbly Confident and Inquisitive: Committed to asking questions for clarification so that confidence is built in the member relationships. Admit when there is an opportunity for improvement and celebrate with the team when we win together.

Key Accountability Items:

• Support and Collaborate with Branch Team
• Uphold GREAT service standards
• Personal Scorecard Results

Requirements:

• A minimum education of high school diploma or GED.
• Prior customer service and sales experience.

The Ideal Candidate:

• Excellent verbal and written communication skills
• Working knowledge of PC applications such as Microsoft Office
• Ability to work independently or as a collaborative member of a team
• Ability to direct other team members and coach others
• Knowledge of credit union products, services, policies, core processes and procedures
• Ability to provide supervisory leadership of professional- and intermediate-level staff
• Demonstrated member-focused strategy skills
• Demonstrated skill in gathering, reporting, and summarizing trends in data
• Ability to express oneself clearly and articulately both orally and in writing
• Ability to make decisions and take initiative in problem resolution
• Ability to exercise tact and responsibility with handling confidential information

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.