Lobby Receptionist I

The Lobby Receptionist at the 15th Avenue branch is responsible for creating a positive first impression by professionally greeting and assisting members and visitors. This role requires proficient use of lobby management software to ensure timely and effective service. Additional duties include performing a variety of financial services and administrative tasks. A core focus is delivering an exceptional member experience that reflects the credit union’s values, brand, and service standards.

• Reception & Member Relations
  • Create a welcoming first impression by greeting, assisting, and directing members and visitors upon entry.
  • Maintain working knowledge of all departments to efficiently route members to appropriate services.
  • Log members into the lobby management system to ensure timely service.
  • Open and close the branch lobby daily, maintaining security and readiness.
  • Maintain control of all keys assigned to the reception desk.
  • Manage visitor and vendor logs and update calendars as needed.
  • Organize Visa card stock and supplies, coordinate shipping requests to other branches.
  • Prepare outgoing deliveries and receive incoming shipments (UPS, FedEx, USPS, etc.).
  • Ensure the reception, lobby, and waiting areas remain clean, organized, and professionally presented.

• Account & Member Maintenance 
  • Support teller operations by accurately processing non-cash transactions, including deposits, withdrawals, payments, and transfers as needed.
  • Assist members with safe deposit box access, statement requests, and general product support.
  • Educate members on digital services, including online banking, mobile apps, bill pay, and e-statements.
  • Assist members with using the coin machine, including providing instructions and resolving any issues that arise.
  • Adhere to Teller I authority-level check acceptance limits, securing approvals as required.
  • Address member complaints with professionalism, conducting research and follow-up as needed to resolve issues.

• Sales & Member Engagement
  • Identify member needs and recommend appropriate products and services.
  • Document member interactions and referrals using designated software.
  • Make quality referrals and support members through inbound and outbound calls.
  • Help achieve credit union goals by meeting or exceeding individual goals.
  • Proactively refer members to specialized departments (e.g., lending, mortgage, investments) as needed.
  • Maintain knowledge of current promotions and product offerings.

• Policy & Compliance
  • Follow all credit union policies and procedures to ensure operational compliance and risk mitigation.
  • Comply with Bank Secrecy Act (BSA), Currency Transaction Report (CTR) requirements, and all other regulations.

• Decision-Making & Fraud Prevention
  • Exercise sound judgment and timely decision-making.
  • Recognize and respond to potential fraud or suspicious items to prevent losses.

• Teamwork & Collaboration
  • Foster a cooperative and respectful environment with coworkers and members.
  • Contribute to a positive, productive workplace through collaboration and mutual support.

• Maintain punctuality, reliability, and professionalism.

• Ensure accuracy in all member transactions, documentation and reporting.

• Verify and balance all incoming checks for accuracy.

• Keep workstations clean, organized, and well-stocked.

• Work independently with minimal supervision, prioritizing tasks and responsibilities effectively.

• Conduct research to resolve member inquiries or concerns.

• Use member names when possible to build rapport.

• Maintain up-to-date knowledge of credit union services and procedures.

• Participate in training and cross-functional support opportunities to enhance job performance.

• Must be bondable.

• Professional appearance and demeanor.

• Must possess people skills; be friendly and outgoing with members and employees.

• Strong communication and interpersonal skills.

• Strong attention to detail and high level of accuracy.

• Willingness to meet and exceed sales goals.

• Ability to work a flexible schedule, including Saturdays.

• Ability to work in a fast-paced environment and handle confidential information appropriately.

• High school diploma or equivalent.

• Basic computer and keyboard skills; Working knowledge of Microsoft Office.

• Credit Union teller experience, preferred.

• Knowledge of credit union products, services, and regulatory compliance preferred.

• This position reports directly to the Branch Manager and may have daily contact with employees, management team, members, Board of Directors, and outside organizations.

• General - The physical demands described here are representative of those that must be to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. 

• Physical - Office mobility required. Approximately 50% standing, 40% sitting, 10% walking, as need demands. Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer or typewriter keyboard, 10-key calculator, facsimile machine, photocopier, and telephone. Other demands include talking, handling & reaching. seeing (corrected vision) and hearing in normal range. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. A telephone device to enhance hearing will be provided if needed. Occasional light lifting. The employee may occasionally lift and/or move up to 30 pounds and may be required to move over 30 pounds with mobility assistance. Periodic inter-branch or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc. Storage and retrieval of materials, maximum reach required is 84 inches.

• Mental - Mental effort required involving considerable organization, planning, and analytical efforts with superior communication. General demands include alertness, memory, observation, empathy, ingenuity, learning ability, problem solving, patience, initiative, memory, objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.

• Environmental - Minimal discomfort from heat, dust, air conditioning. The noise level is usually moderate, including external road noise. Transport within remote branch and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc. Exposure to computers and other electronic equipment. Lunch/break area exposed to microwave, and is in basement at main office. Facility is 100% free of tobacco smoke.

• Equipment - Essential equipment used includes, but may not be limited to telephone, personal computer, other on-line computer terminal(s), calculator, and office security systems. Non-essential equipment generally includes paper shredder, typewriter, photocopy machine, facsimile (fax) machine, etc.