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Tasks
1. Reorders checks.
2. Opens/closes deposit accounts.
3. Explains and sets up IRA RMSs.
4. Opens checking accounts and orders debit cards.
5. Helps members with financial planning.
6. Helps members with account reconciliation.
7. Issues stop payments and explains non-sufficient funds/overdraft policies and fees.
8. Handles deceased members’ accounts.
9. Identifies fraudulent activity.
Knowledge of…
• Account features and benefits
• Account fees
• Account ownership
• Account terms and conditions
• Applicable regulations and laws
• Check styles
• Credit union computer system
• Credit union’s policies on handling deceased members’ accounts
• Current scams being used
• Funds availability
• How to input information
• Credit union products and services
• Posting and clearing processes
• Routing and transit numbers
• Procedures for paying out to beneficiaries and personal representatives
• Procedures for stopping payments
• Required forms
• What member information needs to be collected
• When it is appropriate to refer member to an expert
Skills in…
• Assessing member needs
• Cross selling
• Explaining regulations
• Identifying member needs
• Identifying suspicious activity
• Offering financial advice (help)
• Paying attention to detail
• Recognizing counterfeit currency
• Recognizing fraudulent checks
• Showing empathy
• Showing a positive attitude
• Analyzing information
• Listening
• Performing math calculations
• Communicating verbally
Behavior
• Friendliness
• Helpfulness
• Patience
• Reliability
• Tactfulness
• Timeliness
• Trustworthiness
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