Level 4

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.
  • 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
  • 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.

ATTITUDE

  • Open to feedback.
    • Effective listener and a good communicator
  • Attitude toward co-workers.
    • Works independently and collaboratively in support of branch operations.  
  • 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. 
    • Establishes a foundation of leadership skills through:
      • Self-sufficiency, maturity, and responsibility
      • Engagment as a role model for staff and as an active participant in daily operations
      • Performs in the capacity of a Member Servies Representative or Operations Specialist
      • Provides phone assistance to call center and enters corresponding CRM event
      • Process member requests generated from calls or correspondence
      • Contacts members requesting additional information, clarification, or problem resolution
  • 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.

      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.