Charlotte Relationship Representative
Nashville, TN
Job Description


Create a positive member experience by ensuring that members receive friendly, accurate and timely assistance when opening and modifying all account types including business accounts, certificates, IRAs, Coverdell, HSAs, etc. as well as assisting members with other miscellaneous requests, services or functions including utilization of the PASSport VTM system as needed. Serve in the capacity of a teller and greeter as required.


  • Represent the credit union to the member in a courteous and professional manner. Provide prompt, efficient and accurate service in the processing of transactions.
  • Assist member with errors, complaints, account inquiries, Freedom and VISA card disputes or fraudulent transactions. Issue instant issue cards and re-pin cards via Card Wizard Instant Issue system.
  • Open all consumer account types, certificates, IRAs, Coverdell, HSAs, etc. and explain various accounts and ownership options. Prepare necessary documentation and complete transaction. Audit accounts opened by other employees. Check CIP and new account paperwork for accuracy. Complete follow up calls on new accounts as assigned by manager. Refer loan leads to manager for follow up.
  • As designated by manager, open business accounts determining correct entity type and offer products depending on business members' needs. Prepare necessary documentation and complete transaction. Refer loan leads to manager for follow up.
  • Cross offer credit union services to members by assessing their needs based on information obtained from member/potential member cues, cross-sell messages in Teller Navigator, as well as reviewing the new account credit report. Explain the different services and benefits of each product to increase the member's knowledge about all services in order for the credit union to become the member's PFI (primary financial institution) and build a successful long-term relationship.
  • Discuss potential loan products and services and provide basic information to members or potential members including loan options, rates, terms, etc. If member wants to proceed with an application provide a warm hand off to an available MSR or sign them in to be seen by next available MSR. If member cannot wait, refer the lead to the manager.
  • Discuss and process requests for consumer loan extensions.
  • Discuss and process home equity advances.
  • Process stop payments, process research requisitions, obtain statement copies; make advances on open-end loans, process advances on credit cards including operation of the Verifone to obtain authorization from the credit card company.
  • Assist members in signing up for payroll deductions or direct deposit. Prepare the correct forms and maintenance the member's account accordingly. Forward documents to correct department or employer.
  • Assist members with using the PASSport VTM system. Troubleshoot VTM issues as needed.
  • Maintain and monitor the limited levels of working cash and cash reserve (dependent on VTM or Traditional teller setup at location assigned). Order cash as needed. Assist with preparing and verifying coin shipment to and from Fed, shipment of unfit, mutilated or counterfeit currency for proper credit and coordinate armored car service manifest. Post and secure shipments of travel cards and gift cards.
  • Assist with business development contacts that may include onsite visits to existing and potential SEGs. Refer potential SEG's for marketing follow up.
  • Actively participate in credit union marketing promotions and branch sales programs, in order to meet and exceed financial center goals.
  • Process Wire requests and redeem U.S. Savings Bonds.
  • Rent safe deposit boxes, complete initial documentation, and collect initial rent payment. Allow member access to safe deposit box, or follow procedures to set up biometric reader access, if applicable.
  • Follow policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations.
  • Provide notary service.
  • Process check orders through the Harland website.
  • Read all internal publications including Source, Possibilities and Frontline.


  • High school graduate or equivalent. One to three years of similar or related experience.
  • Must be accurate in all teller transactions including cash handling.
  • Must communicate with members in a positive manner in dealing with member/teller transactions.
  • Regular and reliable attendance is required.
  • Working knowledge of computer programs including Microsoft Outlook and the internet.
  • Must be able to operate or have ability to be trained to operate related office equipment including calculator, cash dispense machine, cash recycler, laser printer, receipt printers, check scanner, coin and currency counter, coin scan machine, computer terminal (PC), multifunction copier, imager, Verifone, telephone, Biometric Hand Passvault system and VISA Instant Issue machine.
Job Type Full-time