Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union • Hooksett, NH

4d • Onsite

About The Position

The Universal Service Representative (USR) is a retail service position at Heritage Family Credit Union’s Hooksett, New Hampshire branch. The role provides a high-quality experience to members and coworkers by handling a broad range of financial service functions promptly, professionally, and accurately. The representative addresses questions about products and services, maintains accounts, opens accounts and loans, and recommends or cross-sells products based on members’ needs.

The position supports members through consumer lending from application to closing and helps identify financial goals the credit union can support. It also contributes to branch operations and team goals, including assisting with onboarding and training when needed. The role requires adherence to credit union policies, procedures, and regulatory requirements, including BSA and AML standards.

The work takes place in a professional banking environment, primarily at a workstation or desk in an open office. It involves prolonged standing, extensive computer and keyboard use, some light lifting, and occasional lifting or carrying of coin bags weighing up to 50 pounds. The position also involves physical activity related to cleaning and maintaining buildings, including using cleaning products. The role reports to the AVP Branch Manager. The stated pay is $26.00 per hour, with possible eligibility for a quarterly retail incentive.

Requirements

• High school diploma or equivalent.
• At least one year of banking and/or sales experience.
• Proficient use of a calculator and keyboard, and experience using Microsoft Office Suite.
• Basic computer and math skills.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Ability to stand for long periods and perform repeated computer and keyboard motions.
• Ability to do some light lifting and occasionally lift or carry coin bags weighing up to 50 pounds.
• Ability to perform physical activities related to cleaning and maintaining buildings, including using cleaning products.

Nice To Haves

• Experience working for a financial institution with account-opening and lending responsibilities.

Responsibilities

• Greet and serve members in a friendly, professional manner, addressing account inquiries, loan requests, updates, troubleshooting, and transactions promptly, accurately, and efficiently.
• Handle deposits, withdrawals, loan payments, transfers, and other daily transactions accurately.
• Perform branch and service-station duties, including working at the drive-up station, opening and closing the branch, arming and disarming alarms, processing night-drop or mail envelopes, assisting with ATM or ITM servicing and maintenance, scanning checks, and keeping the member service representative station stocked, organized, and clean.
• Assist with new employee onboarding and training when necessary, and work with team members to meet branch goals and complete daily branch operations.
• Maintain current knowledge of credit union products and services and proactively identify, explain, promote, and cross-sell products and services appropriate to members’ needs.
• Open new accounts and loans, including consumer and business share draft accounts, term share certificates, and debit cards; gather and review documentation, and complete account and loan checklists and quality-control reviews accurately and promptly.
• Support members through consumer lending, including the application-to-closing process, and identify other financial goals the credit union may support.
• Provide compassionate assistance and resolutions for in-depth member issues, including education to support members’ future financial success.
• Follow credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering and Bank Secrecy Act standards.
• Respond to email and phone inquiries; file, fax, and mail information; back up other Member Service Representatives or Financial Service Representatives; and assist the Branch/Department Manager and other department staff as needed.
• Maintain reliable and predictable attendance.
• Perform other duties as assigned.

Benefits

• Paid time off and paid federal holidays.
• Medical, dental, and vision benefits for employees who regularly work 24 or more hours per week.
• 401(k) match.
• Ongoing training opportunities.
• Eight hours of volunteer time with an organization important to the employee.
• Monthly gym membership reimbursement up to $25.
• Monthly hobby reimbursement up to $25.
• Seasonal reimbursement for fresh local foods up to $25.
• May be eligible for a quarterly retail incentive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED