Special Service Representative

The Special Service Representative is responsible for providing exceptional member service in response to member needs and requests.

Essential Job Duties and Responsibilities                                                                            

• Consistently meet all Shell FCU Service Commitments; Shell FCU Employee Creed and Shell FCU Service Distinctions.
• Accountable to maintain knowledge of and comply with all applicable rules and regulations required within the scope of duties, including, but not limited to, the Bank Secrecy Act.
• Required to complete annual training sessions as instructed or scheduled.
• Perform job duties and responsibilities in compliance to Shell FCU policies, procedures, philosophy, and standards of performance.
• Provide friendly, professional, and personal service to all members.
• Assist members and potential members with their financial service needs; explain services, open, maintenance & close accounts, offer solutions to member issues, respond to problems, and direct members to the appropriate team members when further assistance is needed.
• Must be well-versed in all Credit Union products and services.
• Must be able and willing to work 40 hours per week plus overtime, as needed.
• Must be able to work the rotating opening, closing and Saturday schedule, as needed.
• May assist management with covering the greeter desk and performing greeter responsibilities as needed.
• Assist members with their service needs related to, but not limited to:
  • Open/maintenance accounts.
  • Change of Address, issue/maintenance ATM & debit cards, check orders, safe deposit box.
  • Notary services, assistance with Bill Pay, Digital Banking.
  • Process disputes, wires, stop payments, check copies, address changes, check orders and statement requests.
• Must be able to maintain confidentiality of member information.
• All member and Credit Union information must be kept secure at all times.
• Cross-sell Credit Union products and services based on member needs.
• Answer and greet all incoming Credit Union calls in a professional and courteous manner.
• May assist in training new SSR’s as needed
• Must take the initiative to assist with problem solving, troubleshooting and to provide support in all areas of the branch, as needed.
• Meet/exceed personal and branch goals.
• Work the lobby or teller line as directed by management.
• Assist the team with daily responsibilities as needed, included but not limited to:
  • Following opening and closing procedures.
  • Daily balancing of the coin machine, vault, ATM, and card machine
  • Daily opening and closing of SDB vault as well as completing an inventory audit
  • Wiling to assist the team at other branch locations, if needed.
• Receives and processes member financial transactions, including but not limited to:

• Deposits, withdrawals, transfers and loan payments; negotiate checks, process Cash Advances and Western Union transactions, process coin tickets.
• Work within assigned Teller I limits.
• Prepare CTR & SAR worksheets as required.
• Work to understand Shell FCU practices and procedures to help identify and prevent fraud.
• Handle cash and balance cash drawer daily.
• Investigates and resolves out-of-balance conditions immediately.

• Assist with preparing cash/coin shipments and orders for the branch

• Understand and comply with all procedures related to logs, including but not limited to:

• Dual control, buy/sells from the vault, night drop, mail log.

• Performs additional duties as assigned.

Shell Federal Credit Union is an equal opportunity and an affirmative action employer and committed to providing equal opportunity for all employees and applicants for employment, without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, age, citizenship status, marital status, protected veteran status, mental and/or physical disability, pregnancy, or any basis prohibited by State or Federal law.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge and Skills

Experience:

Six months of direct Credit Union/Banking or retail experience is preferred.

Education / Training:

High school diploma or general education degree (GED).

Job Requirements:

• Knowledge of Credit Union products and services.
• Welcoming and helpful demeanor.
• Must possess professional verbal communication skills.
• Possess a highly positive, member-service oriented attitude and the ability to anticipate member needs and initiate assistance beyond duties assigned.
• Proficient computer skills, including working knowledge of the MS Office Suite.
• Accuracy with numbers and attention to detail are needed.
• Must possess professional verbal and written communication skills.
• Ten-key calculator and basic computer skills.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Ability to work in an open-concept workspace/environment.

Physical Demands:

While performing the duties of this job, the employee is regularly required to bend and stand. May at times be able to lift, carry and/or move up to 55 pounds.

Working Conditions

Exposure to potential hazardous conditions-robbery. Employees are to receive detailed instructions and procedures to be followed to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

This Job Description is not a complete statement of all duties and responsibilities comprising this position. Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This organization uses E-Verify® in its hiring practices to achieve a lawful workforce.