Branch Ambassador

BRANCH AMBASSADOR

POSITION PURPOSE

The Branch Ambassador is a versatile, branch-wide role designed to deliver an exceptional member experience at every touchpoint. This position serves as the face of Carter Credit Union — greeting members, managing lobby flow, and ensuring every interaction reflects the Carter standard and the right solution for each member’s financial needs.

This role is built on a three-level stair-step model spanning Concierge/Lobby Leader, MSO, and full Branch Ambassador mastery. The Ambassador earns formal recognition and advancement by demonstrating mastery at each level — ensuring branch-wide versatility, seamless service continuity, and a strong pipeline of leadership-ready talent.

GENERAL DUTIES — ALL BRANCH AMBASSADOR LEVELS

The following duties apply to all Branch Ambassadors regardless of level. These responsibilities represent the foundational expectations shared across the Concierge and MSO functions and are required of every Branch Ambassador at all times.

Member Experience & Engagement

• Serve as the primary point of contact for all members entering the branch — greet every member promptly, warmly, and by name whenever possible.
• Actively manage lobby traffic flow, directing members to the appropriate service area and minimizing wait times.
• Anticipate member needs before they are expressed — identify spoken and unspoken needs and proactively connect members with the right product, service, or team member.
• Engage members in meaningful conversations that build long-term relationships between the member and the credit union.
• Represent the credit union to members in a courteous, professional, and accurate manner at all times.
• Maintain a professional, energetic, and positive presence on the branch floor at all times.

Product Knowledge & Sales

• Maintain comprehensive knowledge of all Carter Credit Union products and services — including deposit accounts, lending products, digital banking tools, insurance products, and ancillary services.
• Confidently explain, recommend, and sell the full suite of Carter CU products and services to members and potential members, matching the right solution to each member's individual financial needs.
• Educate members on self-serve conveniences including online banking, mobile deposit, bill pay, ITMs, and other digital tools.

Branch Operations & Compliance

• Maintain the lobby and member-facing areas to ensure they are clean, organized, functional, and well-stocked at all times.
• Perform teller transactions as needed to support branch operations; responsible for ensuring cash drawer balances accurately at the close of each business day and that any discrepancies are promptly identified and resolved.
• Maintain appropriate levels of security and record keeping in accordance with credit union operating policies and regulatory requirements.
• Ensure adherence to the Bank Secrecy Act/Anti-Money Laundering guidelines, including Currency Transaction Reports (CTR) and Suspicious Activity Reports (SAR).
• Ensure OFAC checks are conducted as required by policy.
• Attend all required training related to member service, product knowledge, lending compliance, and professional development.
• Seek opportunities to enhance skills and value to the credit union; make suggestions for improvements.
• Have a working knowledge and understanding of Carter Credit Union's operational policies, procedures, by-laws, organization, and philosophy.
• Uphold and demonstrate the C.A.R.T.E.R. values — Commitment, Attitude, Respect, Teamwork, Excellence, and Reliability — in every interaction.
• Perform other duties as assigned by supervisor.

QUALIFICATIONS

EDUCATION:

High school diploma or equivalent required. Associate's or Bachelor's Degree preferred but not required.

REQUIRED KNOWLEDGE:

Knowledge of credit union products, services, and member service standards. Basic knowledge of financial services environment, lending, and compliance requirements.

EXPERIENCE REQUIRED:

Minimum 1–2 years of customer service or sales experience required. Prior financial institution experience preferred but not required.

SKILLS/ABILITIES:

Excellent verbal and written communication skills. Ability to read, write, and speak English clearly. Strong interpersonal skills and ability to identify member needs. Ability to exercise confidentiality, sound judgment, and handle multiple tasks simultaneously. Willingness to be observed, coached, and trained. Ability to work effectively in a team environment. Proficiency with computer systems, keyboard input, and standard office equipment.

PHYSICAL ACTIVITIES & REQUIREMENTS

TALKING:

Frequent and clear verbal communication required to convey instructions or information accurately.

AVERAGE HEARING:

Able to hear average conversations; ability to hear clearly through a telephone receiver.

FINGER DEXTERITY:

Regular use of fingers for typing, small object handling, and keyboard input.

REPETITIVE MOTION:

Frequent wrist, hand, and/or finger movements required.

VISUAL ABILITIES:

Average visual acuity to prepare and inspect documents and operate equipment.

PHYSICAL STRENGTH:

Combination of standing, walking, and sedentary work. Exerts up to 20 lbs. of force occasionally.

WORKING CONDITIONS: No hazardous or significantly unpleasant conditions. Standard office/branch environment.

MENTAL ACTIVITIES & REQUIREMENTS

REASONING ABILITY:

Ability to apply common sense, logical thinking, and sound judgment to solve practical problems.

MATHEMATICS ABILITY:

Ability to perform basic to intermediate math calculations.

LANGUAGE ABILITY:

Ability to read, write, and speak English clearly.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included; additional functions may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, requirements may be modified to reasonably accommodate disabled individuals where no undue hardship or safety risk exists. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off

Work Location: In person