Floating Universal Service Rep

Heritage Family Credit Union • Bennington, VT

8d • Onsite

About The Position

The Universal Service Representative (USR) is a frontline advocate for members, contributing to their financial success and overall satisfaction. This retail service position is responsible for providing world-class member experience to both credit union members and co-workers. This will be achieved through a variety of tasks including partnering with individuals and businesses in the community to open new memberships, working with members through their consumer lending process from application to loan closing, and identifying other financial goals that we may be able to support. The role also involves providing assistance to members in a compassionate manner to resolve in-depth issues and educate them on achieving better financial success in the future. The Universal Service Representative performs a broad variety of financial service functions to serve members promptly and professionally while representing the credit union in a friendly, courteous, and professional manner and transacting with a high degree of accuracy. Duties include cross-selling products appropriate to members’ needs and providing installment and revolving consumer loans. The position also addresses member questions regarding products and services and performs a variety of account maintenance duties.

Requirements

• A high school diploma or equivalent is required.
• Minimum of one year banking and/or sales experience required.
• Proficient use of calculator, keyboard and experience using Microsoft Office Suite required.
• Basic computer and math skills.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Problem-solving skills with the ability to troubleshoot issues.
• Ability to work independently and as a part of a team.

Nice To Haves

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

Responsibilities

• Greet and interact with members in a friendly and professional manner, ensuring a world class member experience during every interaction.
• Service members promptly, accurately and efficiently with account inquiries, loan requests, updates, troubleshooting, transactions including deposits, withdrawals, loan payments, transfers, and more.
• Perform a variety of other functions including but not limited to, working in a drive-up station, opening and closing the branch, disarming and arming alarms, processing night drop or mail envelopes, assisting with ATM or ITM servicing and maintenance, check scanning, and ensuring MSR station has supplies, is organized and cleanly.
• Assist with new employee onboarding and training when necessary.
• Work closely with other team members to meet branch goals, enhance the overall member experience and ensure all daily operations of a branch are completed.
• Accurately handle daily transactions, including deposits, withdrawals, payments, and transfers.
• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by Member Service Representatives.
• Proactively identify, promote, explain and cross-sell credit union products and services.
• Open new accounts and loans with a high level of proficiency, including, but not limited to consumer and business share draft accounts, term share certificates, debit cards and more.
• Ensure all account and loan documentation are gathered timely and reviewed for completion and accuracy.
• Complete account and loan checklists and QC’s in a timely manner.
• Adhere to all credit union policies, procedures, and regulatory requirements, which include but are not limited to, Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) products.
• Assist other department staff as needed, respond to email and phone inquiries, file, fax and mail information.
• Back-up other MSRs or FSRs.
• Assist the Branch/Department Manager and other department staff as needed.
• Maintain reliable and predictable attendance.
• Perform all other duties as assigned.

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
• 401k match
• Ongoing training opportunities
• 8 hours of volunteer time with an organization important to you
• Reimbursement each month for Gym membership (up to $25)
• Hobby reimbursement (up to $25)
• Fresh local foods reimbursement (up to $25 on a seasonal basis)

What This Job Offers

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