Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union•Rutland, VT

1d•Onsite

About The Position

The Universal Service Representative (USR) is a frontline retail service position responsible for providing a world-class member experience to both credit union members and co-workers. This role involves partnering with individuals and businesses to open new memberships, assisting members with their consumer lending process from application to loan closing, and identifying other financial goals the credit union can support. The USR also provides compassionate assistance to resolve in-depth issues and educate members on achieving better financial success.

Requirements

High school diploma or equivalent required.
Minimum of one year banking and/or sales experience required.
Proficient use of calculator, keyboard.
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.
Adherence to BSA (Bank Secrecy Act) and risk compliance standards.

Nice To Haves

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

Responsibilities

Provide world-class member experience to credit union members and co-workers.
Partner with individuals and businesses in the community to open new memberships.
Work with members through their consumer lending process from application to loan closing.
Identify other financial goals that the credit union may be able to support.
Provide assistance to members in a compassionate manner to resolve in-depth issues.
Educate members on how to achieve better financial success.
Greet and interact with members in a friendly and professional manner.
Service members promptly, accurately and efficiently with account inquiries, loan requests, updates, troubleshooting, and transactions.
Perform a variety of other functions including working in a drive-up station, opening and closing the branch, processing night drop or mail envelopes, assisting with ATM or ITM servicing and maintenance, check scanning, and ensuring MSR station is supplied, organized, and clean.
Assist with new employee onboarding and training when necessary.
Work closely with other team members to meet branch goals and enhance the overall member experience.
Ensure all daily operations of a branch are completed.
Accurately handle daily transactions, including deposits, withdrawals, payments, and transfers.
Maintain up-to-date and comprehensive knowledge on all credit union products and services.
Proactively identify, promote, explain, and cross-sell credit union products and services.
Open new accounts and loans with a high level of proficiency.
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, including 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.