|
Tasks
1. Presents and explains services and products to members. (STAR S20, S1010, S1100, S1303)
2. Opens new accounts and closes accounts. (STAR S800)
3. Helps determine/assess member needs. (STAR S10, S100, S110, S1303)
4. Helps solve member account problems. (STAR 500, S1020, S1100, S1302)
5. Performs file/account maintenance. (STAR S110)
6. Cross-sells services. (STAR S120, S1120)
Knowledge of…
• Applicable computer programs
• Applicable regulations and disclosures (RegTraC Module 1 & 2)
• Credit union computer system
• Credit union products and services
• File and maintenance requirements
• How credit unions are different from other financial institutions (Frontline Boot Camp Part 1)
• The various forms of account ownership (Frontline Boot Camp Part 2)
• What member information needs to be collected (Frontline Boot Camp Part 2)
• When to refer member to someone else
• Which departments to contact
Skills in…
• Analyzing information
• Asking open-ended or probing questions
• Assessing members’ needs
• Building rapport
• Bundling appropriate products
• Communicating verbally
• Completing appropriate forms
• Explaining how credit union products and services benefit members
• Finding creative solutions to members’ problems or requests
• Following up
• Gaining member’s commitment
• Handling member objections
• Listening
• Managing member complaints
• Matching member needs with products and services
• Overcoming member objections
• Paying attention to detail
• Performing general math
• Presenting and selling options to the member
• Reconciling member’s share draft statements
• Showing calmness under pressure
• Showing empathy
• Showing helpfulness and caring
• Showing positive outlook
• Solving problems
• Taking notes
• Typing/keyboarding
Behavior
• Accuracy
• Assertiveness
• Confidence
• Confidentiality
• Enthusiasm
• Friendliness
• Patience
• Persuasiveness
• Timeliness
|
