Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union • Rutland Town, VT

4d

About The Position

The Universal Service Representative (USR) is a retail service position responsible for delivering a high-quality experience to credit union members and coworkers. The role performs a broad range of financial service functions promptly, professionally, and accurately, while representing the credit union in a friendly and courteous manner. Duties include addressing questions about products and services, maintaining accounts, opening accounts and loans, providing consumer lending services, and identifying and cross-selling products suited to members’ needs. The representative also supports daily branch operations, collaborates with teammates to meet branch goals, and follows credit union policies and regulatory requirements.

Requirements

• High school diploma or equivalent.
• At least one year of banking and/or sales experience.
• Proficiency using 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.
• Reliable and predictable attendance.

Nice To Haves

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

Responsibilities

• Greet and assist members professionally, promptly, accurately, and efficiently with inquiries, loan requests, account updates, troubleshooting, deposits, withdrawals, loan payments, transfers, and other transactions.
• Work with individuals and businesses in the community to open new memberships.
• Assist members through consumer lending from application to loan closing and identify additional financial goals the credit union can support.
• Provide compassionate assistance and resolutions for more in-depth member issues, including education to support members’ future financial success.
• Perform branch and service-station duties, including working at a 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, check scanning, and keeping the MSR station supplied, organized, and clean.
• Assist with new employee onboarding and training when necessary; collaborate with team members to meet branch goals, improve member experience, and complete daily branch operations.
• Handle daily transactions accurately, including deposits, withdrawals, payments, and transfers.
• Maintain current knowledge of credit union products and services; identify, promote, explain, and cross-sell appropriate products and services.
• 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 checks on time.
• Follow credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) requirements.
• Assist other department staff as needed; respond to email and phone inquiries; file, fax, and mail information; back up other MSRs or FSRs; and support the Branch/Department Manager and other staff.
• Maintain reliable and predictable attendance.
• Perform other duties as assigned.

Benefits

• Paid time off in addition to 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.
• Reimbursement for fresh local foods up to $25 on a seasonal basis.
• 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