Level 2

Lisa First-Willis

PERFORMANCE

  • Team Member’s achievement of KPIs or Assigned Goals.
    • Follows all policies and procedures as established by the credit union, including but not limited to:
      • Cash Handling, Dual Control, and Balancing
      • Check Holds and Fraud Prevention
      • BSA & AML Regulatory Requirements
    • Works to achieve goals in support of the Core 4 Values of the Credit Union.
    • Accurately processes member applications/requests and documents in CRM; performs self-review of work.
      • Opens accounts for all share types with related services; closes accounts.
      • Pulls and interprets Chex Systems – IDV, OFAC, and Qualifile in conjunction with accounts opening or Performs file maintenance of data on existing accounts; adds joint owners to accounts
      • General understanding of loan products to begin participating in the loan referral program
      • Completes paperwork for removing and changing joint owners of accounts
      • Issues debit and credit cards
      • Completes forms as applicable based on member request
      • Obtains instructions and inputs data for wire transfers
      • Provides notary services
      • Processes other requests of similar complexity
  • Quality of Team Member’s work or production.
    • Detail and service-oriented; Ability to exhibit patience and flexibility in dealing with others
    • Responding to members in a knowledgeable, friendly, positive, and professional manner
    • Assists members in understanding account activity, answers questions, and helps to resolve concerns.
  • Efficiency of Team Member’s work.
    • Demonstrating excellent communication techniques for successful interactions
    • Displaying diligence in attention to detail and accuracy, understanding timeliness and follow-through are critical
    • Maintains and effectively utilizes reference material related to services, current promotions, procedures, and general information.
  • Demonstration of potential.
    • Demonstrates a sense of responsibility, initiative, and dependability.
    • Ability to comprehend training and apply knowledge to daily interactions.
  • Team members’ impact on the value of the business.
    • Shares and shows support for a variety of digital and online tools and resources.
    • Adheres to information security procedures & maintains confidentiality.
    • Assists the Marketing Department in representing the Credit Union at on-site visits.

ATTITUDE

  • Open to feedback.
    • Effective listener and a good communicator
  • Attitude toward co-workers.
    • Works independently and collaboratively in support of branch operations.  
    • Provides routine support to other departments.
  • Resilience during challenging times.
    • While assigned to a branch, assists with staffing at other branches as needed.  
    • Demonstrating empathy and a positive mindset 
    • Strives for flexibility, resiliency, and adaptability to daily challenges.
  • Take initiative to solve problems. 
    • Answers questions & prints documentation relative to routine inquiries.
    • Advises supervisor of service needed or non-functioning equipment.
  • Engagement/passion towards their work.
    • Friendly and personable; Ability to establish rapport, build and deepen member relationships.
    • Working to achieve a personalized and convenient member experience.
    • Focuses on business development to retain long-term relationships by:
      • Establishing rapport and serves as a valuable link between members and the Credit Union.
      • Utilizing opportunities to deepen relationships by aligning Credit Union products with member needs.
      • Encouraging members to recommend the Credit Union to their family members and eligible co-workers. 

Maintenance

    • Experience in current role.
    • Compensation for their position (relative to other in organization).
    • Requires additional attention.
    • Impact on the company brand.
    • Team Member is #1 point of frustration.