Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union • Rutland, VT

3d • Onsite

About The Position

The Universal Service Representative (USR) is a retail service position at Heritage Family Credit Union’s Rutland Allen Street branch. The role provides a world-class experience to credit union members and coworkers by performing a broad range of financial service functions promptly, professionally, and accurately. The representative serves members with account inquiries, transactions, account maintenance, and consumer lending, while explaining and cross-selling appropriate products and services. The position also supports branch operations, works collaboratively toward branch goals, and follows credit union policies, procedures, and regulatory requirements, including Bank Secrecy Act and anti-money-laundering standards.

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 skills and the ability to troubleshoot issues.
• Ability to work independently and as part of a team.

Nice To Haves

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

Responsibilities

• Greet and interact with members in a friendly, professional manner and provide a high-quality member experience.
• Handle account inquiries, loan requests, updates, troubleshooting, deposits, withdrawals, loan payments, transfers, and other transactions promptly and accurately.
• Perform branch-support functions such as 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, scanning checks, and keeping the member service representative station supplied, organized, and clean.
• Assist with onboarding and training new employees when necessary.
• Work with team members to meet branch goals, improve the member experience, and complete daily branch operations.
• Maintain current knowledge of credit union products and services handled or promoted by member service representatives.
• Identify, promote, explain, 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 account and loan documentation for completeness and accuracy, and complete related checklists and quality-control reviews in a timely manner.
• Follow credit union policies, procedures, and regulatory requirements, including anti-money-laundering and Bank Secrecy Act requirements.
• Assist other department staff as needed, respond to email and phone inquiries, and file, fax, or mail information.
• Provide backup for other member service representatives or financial service representatives and assist the Branch/Department Manager as needed.
• Maintain reliable and predictable attendance.
• Perform other duties as assigned.
• Partner with individuals and businesses in the community to open new memberships.
• Guide members through consumer lending from application to loan closing and identify additional financial goals the credit union may support.
• Help resolve more in-depth member issues compassionately and provide education to support members’ future financial success.

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 reimbursement of up to $25 for gym membership, up to $25 for hobbies, and up to $25 for fresh local foods on a seasonal basis.
• May be eligible for a quarterly retail incentive.

What This Job Offers

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