Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union- Heritage Family Credit Union • Hooksett, NH

2d • Onsite

About The Position

The Universal Service Representative is a retail service position responsible for providing a high-quality member experience to credit union members and co-workers. The role performs a broad variety of financial service functions promptly and professionally, with a friendly, courteous manner and a high degree of accuracy. Responsibilities include handling member transactions and inquiries, opening accounts and loans, supporting consumer lending, maintaining account information, and identifying and explaining products and services suited to members’ needs. The representative also contributes to branch operations, collaborates with teammates to meet branch goals, and follows credit union policies and regulatory requirements, including BSA and AML standards.

This position is based in a professional banking environment and requires standing for long periods, working primarily at a workstation or desk, frequent computer and keyboard use, and some light lifting. Occasional lifting or carrying of coin bags weighing up to 50 pounds may be required, along with physical activity related to cleaning and maintaining buildings.

Requirements

• High school diploma or equivalent.
• At least one year of banking and/or sales experience.
• Proficient use of a calculator and keyboard.
• 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.
• 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 activity 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 interact with members in a friendly and professional manner, ensuring a positive member experience.
• Respond to account inquiries, loan requests, updates, troubleshooting needs, and other member requests promptly, accurately, and efficiently.
• Process transactions including deposits, withdrawals, loan payments, and transfers.
• Perform branch and service-area functions, including drive-up service, 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 member service station supplied, organized, and clean.
• Assist with new employee onboarding and training when necessary.
• Collaborate with team members to meet branch goals, improve the member experience, and complete daily branch operations.
• Maintain comprehensive, up-to-date knowledge of credit union products and services.
• 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; complete related checklists and quality-control tasks promptly.
• Follow credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering and Bank Secrecy Act requirements.
• Assist other department staff, respond to email and phone inquiries, and file, fax, or mail information.
• Provide backup support to other Member Service Representatives or Financial Service Representatives.
• Assist the Branch or Department Manager and other department staff as needed.
• 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 at least 24 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.
• Monthly reimbursement of up to $25 for hobbies.
• Seasonal reimbursement of up to $25 for fresh local foods.
• 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