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Corporate Branch Concierge

Corporate Branch Concierge

Wellby FinancialWebster, TX, US
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Branch Corporate Concierge

The Branch Corporate Concierge at Wellby's premier Gemini Branch serves as the face of our flagship location, embodying the highest standard of service and professionalism. This pivotal role delivers a superior, member-centric experience while executing complex administrative and operational functions seamlessly. As the primary liaison for members, vendors, and corporate stakeholders, the Concierge ensures exceptional service, expert guidance in digital tools, efficient lobby flow, and precise management of sensitive, high-level branch operations.

Principle Duties and Responsibilities

  • Willingness and ability to exhibit Wellby Core Values every day.
  • Works purposely and is driven to provide the best team member experience.

Member Experience

  • Greet all members, vendors, and visitors warmly upon arrival with professionalism and enthusiasm.
  • Identify service needs and guide members to the appropriate department, team member, or resource.
  • Optimize lobby wait times by leveraging Kronos scheduling data and lobby queue management systems.
  • Deliver exceptional hospitality and personal touches that elevate the member experience, including refreshments and support for guests with accessibility needs.
  • Collaborate closely with the Member Loyalty Advocate to navigate complex complaints and escalations, ensuring timely, effective, and empathetic resolution.

    • Digital Ambassador

  • Serve as a Digital Banking Ambassador, confidently walking members through Wellby's full suite of digital offerings
  • Educate and onboard members on ATM functionality.
  • Assist with deposits, withdrawals, balance inquiries, and troubleshooting to build member confidence and independence.
  • Responsible for online banking and mobile app setup for E-statement enrollment, debit card, e-wallet, activation, digital appointment scheduling, and remote deposit capture and bill pay tools
  • Stay informed and current on all digital services and tools, including future rollouts.
  • Empower less tech-savvy members with confidence and independence through patient, hands-on support.
  • Partner with the member Experience and Learning teams to provide feedback on ordinary member digital pain points.

    • Administrative and Corporate Support

  • Act as the central coordinator for all mail and package log, promptly distribute, and guarantee the efficient handling of every incoming and outgoing item.
  • Maintain the lobby and reception area to ensure a clean, organized, and branded environment.
  • Ensure marketing and promotional materials are fully stocked, current, and presented in alignment with Wellby's brand standards.

    • Operational and Compliance Support

  • Support the execution of notary and medallion signature guarantee services by preparing necessary documentation, confirming identification, and assisting members throughout the process.
  • Manage sensitive documents and member interactions with discretion, accuracy, and compliance with operational guidelines.

    • Internal Corporate Liaison Duties

  • Serve as a concierge-style liaison for incoming visits from executive leadership, vendors, and partners.
  • Ensure the Gemini branch remains ready for internal meetings, executive visits, and special events, maintaining professional presentation and preparedness.
  • Provide essential clerical support for corporate and back-office functions, such as preparing meeting materials or coordinating visitor access.
  • Performs other related duties as assigned.

    • Knowledge, Skills, and Abilities (KSA)

  • Knowledge of Wellby's organizational functions, general operating policies and procedures and credit union best practices.
  • Knowledge of credit union products, services, and regulatory requirements that impact event planning and member engagement.
  • Knowledge of general office practices and procedures, business English, spelling, punctuation and arithmetic.
  • Knowledge of retail product philosophy, banking industry best practices, and regulations.
  • Knowledge of personal computers and proficiency utilizing Microsoft Office Suite products or related software.
  • Skilled in effective verbal and written communication to prepare and conduct presentations, training seminars, and workshops.
  • Skilled in interpersonal skills for exchanging accurate information across diverse audiences.
  • Skilled in solid influence skills.
  • Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio / video, Microsoft Teams, Zoom Video Communications, and adding machines.
  • Ability to assess business and member needs and implement successful solutions using creativity, innovation, and judgment.
  • Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
  • Ability to initiate, develop, and maintain strong, effective relationships.
  • Ability to communicate clearly and concisely, orally and in writing.
  • Ability to be trustworthy and act with integrity.
  • Ability to work collaboratively and openly share ideas as part of a cross-functional team.
  • Ability to work effectively across organizational departments and functions to achieve strategic goals.
  • Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, deal effectively with the public, and establish and maintain effective working relationships with other team members.
  • Ability to work in a fast-paced team environment with exceptional customer service skills.
  • Ability to motivate others and to work in a large, cross-functional team dynamic.
  • Ability to coordinate several concurrent activities simultaneously.
  • Ability to provide excellent time management skills with a proven ability to meet deadlines.
  • Ability to exercise independent judgment.

    • Supervisory Responsibilities

    The team member does not have supervisory responsibilities.

    Complexity & Scope of Work

  • The team member performs routine and generally related tasks without supervisory direction.
  • Tasks may occasionally have to be coordinated, integrated, and / or prioritized.
  • The team member's work is reviewed periodically for accuracy, completion, and compliance with Wellby's policies and procedures.
  • The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
  • The team member uses independent judgment in making decisions.
  • Courses of action are determined by established procedures and / or the Branch Manager.

    • Physical Demands & Work Environment

  • The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
  • To perform this job successfully, the team member is frequently required to remain in a stationary position 25% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
  • The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
  • Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
  • The noise level in the work environment is usually moderate.
  • Work involves the typical risks and discomforts associated with an office environment, but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

    • Minimum Qualifications

  • High school diploma or GED required
  • Minimum two (2) four (4) years of customer-facing, administrative, or concierge-style experience in a financial, hospitality, or corporate setting.
  • A bachelor's degree in business, finance, marketing, or a related field is preferred.
  • An equivalent combination of education and experience may substitute for stated qualifications.
  • Proven confidence and comfort in supporting members with digital tools and banking technology.
  • Familiarity with Kronos or other workforce management systems is strongly preferred.
  • Certification as a Notary Public and / or Medallion Signature Guarantee signer (must be obtained within 90 days of the hire date)
  • Bondable

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