Police & Fire Credit Union - Teller & Customer Representative
Police & Fire Credit Union |
7145 Frankford Ave Philadelphia, PA 19135
Job Type: Full-time
Salary: $15.00 to $17.00 /hour
Total Member Experience sales process while maintaining a high level of integrity and operational efficiency in support of the Credit Union’s growth goals. All PFFCU staff members are responsible to promote the corporate values of member service, teamwork, commitment, performance and professional competency.
1. Member Service Responsibilities
A. Consistently deliver a high level of member service through the execution of the TME Sales and Service process.
B. Branch Representative will be friendly, professional, and possess problem solving skills while treating every member with respect.
C. Ability to provide the member an exceptional level of service and resolve member concerns.
D. Adheres to PFFCU Commitment to our Members at all times.
2. Sales Results
A. Commitment to deliver meaningful recommendations of products and services to our Members by uncovering member needs through the 5 Step TME process.
B. Cross sell Credit Union products to existing members by utilizing product knowledge and cross-sell skills to uncover opportunities.
C. Utilize product knowledge and cross-sell skills to establish new relationships with potential members who visit the Credit Union.
D. Successfully learn all steps of the 5 Step TME process, and implement with every interaction.
3. Quality of Work
A. Work produced should be thorough and completed with minimal errors.
B. Branch Representatives must adhere to all PFFCU policies and procedures in effect and within the parameters prescribed in the Retail Branch Representative Performance Standards.
C. Work must be completed with a commitment to delivering the highest level of service while working to ensure that all member information is secured and protected.
4. Volume of Work
A. Representatives must maintain a successful to superior volume level as defined in the Retail Branch Representative Performance Standards.
B. Make every effort to handle member inquiries efficiently and to completion.
5. Product and Operational Knowledge; Cross-Training Required
A. Develop and maintain a good working knowledge of all PFFCU products and services.
B. Develop and maintain good working knowledge of all policies and procedures associated with both sides of the branch office.
C. Develop and maintain the ability to perform the requirements associated with each side of the branch office - i.e. completing membership applications, loan applications, resolving account issues while working on the sales side of the office while also being able to perform all cash-related responsibilities associated with the service side of the office.
D. Complete training and consistently practice the 5 Step TME process on both sides of the office when needed.
New staff members: As a new staff member, you will be assigned to either the Sales or Service side of the office when hired. You will be trained first in the skills required for the side of the office you are hired primarily for. After you have acquired the skills required to perform in this position, you may also be assigned to train and work on the opposite side (sales or service) of the office to ensure you have obtained the appropriate knowledge. Following the completion of your training, you will be assigned back to your designated area (sales or service). You may also be called upon to switch sides of the office at any time as needed to accommodate member traffic.
6. Teamwork and Dependability
A. Willingness to adjust schedule at times to help keep the branch properly staffed.
B. Willingness to learn both sides of the office within the first year of employment.
C. Manages time off appropriately, not calling out unnecessarily and arrives to work on time with ability to be ready and prepared to begin work at the scheduled time.
D. Adheres to PFFCU Commitment to Staff with branch peers and management.
7. Professionalism and Appearance
A. Works to make a good first impression on members that reflects well on PFFCU.
B. Maintains a neat and organized work-space.
C. Presents a professional image in dress, demeanor and speaking voice in all interactions with members, co-workers and supervisors.
8. Additional Requirements
Ability to use a personal computer, entering information via keyboard and accessing information from a computer monitor. Well-developed communication and interpersonal skills.