Relationship Banker - Park 100 - 5455 W 86th St, Indianapolis, IN 46268

Organizational Expectations:
The primary purpose of this position is to fulfill our Member’s First Pledge of Valued Relationships, Trusted Solutions. To live out the pledge the position must deliver high quality service to both internal and external members.

The Organizational Core Competencies represent a set of skills desirable across all grades and positions within the Credit Union. Financial Center has 7 core competencies that represent the values and expected behavior to be a successful employee within the organization.

Honest/Ethical

Demonstrates authenticity, being truthful and open with others and representing reality as comprehensively as possible.

Quality of Work

Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.

Adaptability and Change Management

Become more willing to take on duties not outlined in your job description. Easily deals with unexpected changes in plans. Adaptable to any changes in work assignments. Look for ways of using new technologies in order to increase efficiency. Support organizational restructuring efforts in a constructive manner.

Dependability, Accountability and Reliability

Behaving consistently and predictably in fulfilling obligations. Showing up on time. Attending to details. Detecting errors. Knowledgeable and Complies with policies/procedures. Honors commitments

Task Ownership

Handles problems/tasks that are not own direct responsibility (e.g., refrains from taking a not-my-job posture; is proactive in dealing with problems or difficult customers, rather than simply passing them on to others; etc.). Initiates action on problems/requests, rather than simply referring same to supervisor/manager.

Personal Credibility

Demonstrated concern that one be perceived as responsible, reliable, and trustworthy. Does what he/she commits to doing. Respects the confidentiality of information or concerns shared by others. Is honest and forthright with people. Carries his/her fair share of the workload. Takes responsibility for own mistakes; does not blame others. Conveys a command of the relevant facts and information.

Servant Leadership

The servant-leader shares power, puts the needs of others first and helps people develop and perform as highly as possible. Developing each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance.

Departmental Expectation of Employee

Adheres to Financial Center’s Policy and Procedures
Acts as a role model within and outside Financial Center
Performs duties as workload necessitates
Maintains a positive and respectful attitude
Communicates regularly with supervisor about department issues
Demonstrates flexible and efficient time management and ability to prioritize workload
Consistently reports to work on time prepared to perform duties of position
Meets Department productivity standards
Demonstrate enthusiastic support of corporate mission, core values and long term objectives

Essential Duties:
Receives members in person and either processes their request, or refers the member to the appropriate staff associate
Receives and handles financial transactions of all types, including; deposits, withdrawals, payments and negotiable items ensuring proper endorsement on negotiable instruments within these transactions
Adheres at all times to applicable policies, including, check cashing, identification and security
Educates members on electronic and automated service options
Responsible for recommending or referring all Credit Union and CUSO products and services to individual members, as appropriate
Projects the professional image of the Credit Union
Performs job duties within state and federal regulations, Credit Union bylaws, established policies, internal controls, standards and work procedures
Process new account requests to include providing all necessary product information, accurately completing account application and all related documents, assess financial lifestyle and needs of member with a focus on offering additional products and services as appropriate
Implement and maintain procedures to ensure above average center audits
Process consumer loan requests; provide all necessary loan product information, accurately complete loan application, accurately disburse loan according to requirements, cross sell additional products and services, meeting time and accuracy requirements
Provide general financial literacy principles regarding savings plans and preparation of realistic personal budgets
Proficient in all consumer and business services

Knowledge and Skills Required:
Must have average knowledge of fundamental arithmetic
Proficient in Microsoft Office, Datasafe core software, Lending Operations System, Maestro, ATM, online services and all other internal programs
Must feel comfortable handling large amounts of cash and working with computer terminals
Must be accurate and attentive to details, courteous, neat in appearance and patient in dealing with the members and other employees
Must be professional, tactful and have the ability to quickly explain credit union procedures and services
Should have basic knowledge of and skills in using a computer, calculator and other standard office equipment. Must also be able to work in a Windows based environment on a PC
Possess and demonstrate strong sales skills and be achieving assigned sales goals
Must exhibit competency in current role and have achieved a score of ‘competent’ or higher in most recent performance evaluation
Must demonstrate ability to understand loan policy and procedures within 90 days of assuming the position
Must exhibit competency in current role and have achieved a score of ‘competent’ or higher in most recent performance evaluation.

Job Specific Competencies:
Job-specific competencies are behaviors and skills required of a specific position or work environment. Job specific competencies have been determined through the process of job analysis surveys and reflect the expected skills and behavior that are needed to be successful in each individual position.

Personal Effectiveness

Demonstrating initiative, self-confidence, resiliency and a willingness to take responsibility for personal actions

Member Privacy

Maintains confidentiality of customer information.

Respectful/Inclusive

Giving particular attention to and being considerate of others; also holding others in high esteem.

Diplomacy

Effectively handling difficult or sensitive issues by utilizing tact, diplomacy and an understanding of organizational culture, climate and/or politics

Relationship Management

Ability to consult and provide advice; to facilitate discussion and resolve conflict; to develop relationships with key project stakeholders; to recognize and deal with other cultures; to establish trust, credibility and respect; and to be willing to give more than to receive.

Client (or Member) Focus

Understand who is the client and what are the client’s needs; ability to provide realistic expectations; to reach agreement with client from outset of project.

Attention to Communication

The ability to ensure that information is passed on to others who should be kept informed. Ensures that others involved in a project or effort are kept informed about developments and plans. Ensures that important information from his/her management is shared with his/her employees and others as appropriate. Shares ideas and information with others who might find them useful. Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, electronic mail). Keeps his/her manager informed about progress and problems; avoids surprises. Ensures that regular, consistent communication takes place.

Customer Orientation

The ability to demonstrate concern for satisfying one's external and/or internal customers. Quickly and effectively solves customer problems. Talks to customers (internal or external) to find out what they want and how satisfied they are with what they are getting. Lets customers know he/she is willing to work with them to meet their needs. •Finds ways to measure and track customer satisfaction. Presents a cheerful, positive manner with customers.

Member Problem Solving

Able to deal with irate or angry customers. Generates sound and logical solutions for dealing with problems or unexpected occurrences. Interacts with customers to resolve service/product complaints. Determines which problems/issues self, should handle, versus those that should be referred to supervisor/manager.

Transactional Quality

Reviews transaction items presented by customers to assure the items are acceptable for processing (e.g., signature matches name on account, numeric dollar amount matches written dollar amount, etc.).

Minimum Qualifications:
One to twelve months of similar or related experience in retail, finance with cash handling experience
High school diploma or GED
Must be able to achieve proficiency on relevant Credit Union systems
Must have passed any and all exams given during the assigned training courses
Successfully completed all Personal Banker I and Personal Banker II assessments
Two years successful sales and service experience at a financial institution or equivalent

Work Environment:
The work requires physical mobility within the general work area, prolonged standing within a fairly small work area, and long periods of intense concentration, continual communication with members, repetitive tasks and a high level of attention to security. May be temporarily or permanently transferred to another Center as required.

PI206099377

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