Universal Service Representative I Trainee (Spanish Speaking)

America First Credit Union•Goodyear, AZ

3h•Onsite

About The Position

The Universal Service Representative I employee acts as a Service Representative and enthusiastically cross-sells Credit Union services. This role involves establishing and building member relationships by identifying needs and educating members on specific products and services. Responsibilities include performing a broad variety of customer services such as opening new savings, share draft, and basic credit applications. The representative will interview, counsel, and advise members regarding basic loan products, deposits, and other services, including investment referrals, insurance products, and mechanical repair coverage, and present loan requests to underwriters. The position requires assisting members via all channels (phone, text, e-mail, video solutions, self-serve) to identify financial opportunities. The employee will actively promote and cross-sell Electronic Services, serving as an expert in the branch. Additionally, the role provides secretarial and clerical support for loan processing activities, including preparing closing documents, general typing, credit investigations, and document preparation. It also involves tracking and obtaining proof of insurance for member loans, maintaining departmental records, and typing routine reports. The representative is expected to attain sales and service baselines to support branch goals, engage in marketing and lending initiatives like MRM outbound calling, and onboard new members through follow-up calls.

Requirements

High school graduate or equivalent.
Fluent in English/Spanish.
Thorough knowledge of member services, accounts, loans, and products provided.
Understanding of new account bookkeeping procedures.
Understanding of loan processing functions.
Knowledge of related requirements, procedures, and underwriting criteria.
Some accounting familiarity.
Two years of varied office experience.
Perform Notary Services.
Excellent communications and public relations skills.
Strong typing abilities (60 wpm with acceptable accuracy & neatness).
Solid math and bookkeeping abilities.
Able to operate calculator, word processor, and related computer applications.
Well organized.
Professional appearance, dress, and attitude.

Responsibilities

Assumes responsibility for the effective development of Member relations through sales and service.
Maintains relationships with members in the branch as well as outbound calling to onboard new members at 2 weeks and at 2 months.
Maximizes the penetration of Credit Union products and services to meet/exceed established sales goals and baselines. Has a knowledge of the Preferred Way of Selling.
Responsible for handling member interactions via all channels while using effective sales techniques. Assesses members' current financial needs by using effective relationship building and consultative sales techniques.
Makes appropriate recommendations for loan, deposits, and other products and services.
Highly motivated and self-driven. Sales and goal oriented.
Demonstrate professional sales and negotiation skills to achieve individual and branch goals.
Resolves members problems and concerns related to consumer loan products and services, and account issues.
Acts as a senior service representative and processes teller transactions.
Identify additional cross-sell opportunities, such as checking accounts, certificate accounts, core deposit accounts, and other AFCU products and services.
Assumes responsibility for the efficient, effective, and accurate performance of teller functions.
Represents the Credit Union in a courteous and professional manner.
Receives share deposits and loan payments. Computes interest.
Processes cash advances, traveler's checks, cashier's checks, and money orders.
Disburses cash or check share withdrawals.
Processes transfers, post CD and all types of IRA's.
Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
Processes "bank by mail" transactions.
Provides override function for other tellers.
Evaluates basic loan applications and credit criteria and determines the appropriate sale so the member and credit union both benefits.
Actively and professionally cross-sells Credit Union product and services. Sells Debt Protection, GAP, mechanical repair coverage, and members financial solutions. Expectation is to meet monthly Credit Union sales Standards including promotions and campaigns.
Interviews, takes applications, and processes preliminary documentation on loan requests. Conducts personal/web and telephone interviews and discusses loan alternatives, credit criteria, interest rates, and loan documentation with the member.
Determines value of collateral. Verifies car insurance coverage. Notifies application of loan decisions. Requests additional information if required. Presents loan requests to underwriters for approval as per loan procedures.
Processes loans including ordering of credit reports, title searches and closing.
Assists in servicing and maintaining all aspects of loans but not limited to payoff, refinances, payment agreements and amendments to original loan contracts.
Assumes responsibility for processing and securing liens on collateralized loans and prompt follow-up on titles still pending.
Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant.
Ensures that loan requests are properly prepared and documented and that approved loans are promptly disbursed.
Resolves any rejects concerning loans and membership accounts in a timely manner.
Acts as a branch expert for electronic services.
Actively cross sells AFCU electronic services such as mobile banking, online banking, card guard, bill pay, mobile deposit and others.
Has a knowledge of AFCU electronic services and serves as an expert for members as well as assists members with problem resolutions for electronic services.
Assists members with account lock outs or other online account problems.
Acts as a branch account specialist for New Accounts.
Assists Members with new account openings and closing of member accounts.
Assists with some Business accounts, IRA accounts, Court ordered accounts, and HSA account applications.
Directs members to appropriate contacts to assist with more advanced and specialized accounts when appropriate.
Performs Notary Public duties if eligible and in accordance with State Laws.