Universal Service Representative I Trainee

America First Credit Union•Tucson, AZ

3h•$19 - $21

About The Position

The Universal Service Representative I acts as a service representative and enthusiastically cross-sells Credit Union services. The role establishes and builds member relationships by identifying members’ needs and educating them about relevant products and services. It provides a broad range of customer services, including opening savings and share draft accounts and handling basic credit applications. The representative interviews, counsels, and advises members about basic loan products, deposits, and other offerings, including investment referrals, insurance products, and mechanical repair coverage. Loan requests are presented to underwriters according to loan procedures. The representative assists members through phone, text, email, video, and self-service channels, identifying additional financial opportunities and providing prompt, courteous service. The role actively promotes electronic services and serves as an electronic services expert in the branch. The position also provides clerical and secretarial support for loan processing, prepares closing documents and other paperwork for booking and funding loans, assists underwriting with credit investigations and document preparation, tracks proof of insurance, and maintains records and files. The employee is expected to meet sales and service baselines, support marketing and lending initiatives such as outbound calling, proactively solicit additional business, identify and sell Credit Union products and services, and conduct new-member onboarding calls at two weeks and two months. The position will be based at the Tucson, Arizona branch. Until that branch opens, training will take place remotely and at branches in the Phoenix metropolitan area.

Requirements

High school graduate or equivalent.
Two years of varied office experience.
Thorough knowledge of member services, accounts, loans, and Credit Union products.
Understanding of new-account bookkeeping procedures and loan-processing functions.
Knowledge of related requirements, procedures, and underwriting criteria.
Some accounting familiarity.
Ability to perform Notary services.
Excellent communication and public relations skills.
Strong typing ability: 60 words per minute with acceptable accuracy and neatness.
Solid math and bookkeeping abilities.
Ability to operate a calculator, word processor, and related computer applications.
Well organized, with a professional appearance, dress, and attitude.
Highly motivated, self-driven, sales- and goal-oriented, with professional sales and negotiation skills.

Responsibilities

Develop member relationships through effective sales and service, including onboarding calls to new members at two weeks and two months.
Meet or exceed established sales goals and baselines by identifying member needs and recommending appropriate loans, deposits, and other products and services.
Handle member interactions through available channels using consultative sales techniques, and resolve concerns involving consumer loans, services, and accounts.
Process teller transactions, receive deposits and loan payments, handle withdrawals and other financial transactions, verify transactions, balance daily totals, investigate discrepancies, and provide teller overrides.
Evaluate basic loan applications and credit criteria, interview members, collect preliminary documentation, discuss loan alternatives and terms, and present requests to underwriters.
Process loans, including ordering credit reports and title searches, preparing closing documents, verifying insurance, notifying applicants of decisions, and supporting loan servicing, payoffs, refinances, payment agreements, and contract amendments.
Process and secure liens on collateralized loans and follow up on pending titles.
Ensure lending operations and loan documentation follow Credit Union policies and legal requirements, and promptly disburse approved loans.
Cross-sell Credit Union products and services, including Debt Protection, GAP, mechanical repair coverage, and other financial solutions; support promotions and campaigns.
Promote electronic services such as mobile and online banking, Card Guard, bill pay, and mobile deposit; assist members with account lockouts and other electronic-service issues.
Assist with opening and closing member accounts, including some business, IRA, court-ordered, and HSA accounts, and refer members to appropriate contacts for specialized accounts.
Provide loan-processing clerical support, maintain departmental files and records, type routine reports, and track proof of insurance.
Perform Notary Public duties if eligible and in accordance with state laws.
Represent the Credit Union courteously and professionally and assist or refer members as needed.