Universal Service Representative

This Position:

This is a retail service position at our Allen Street Branch that provides a world class member experience to both credit union members and co-workers, consistently delivering World Class Service Standards with each interaction. Performs a broad variety of financial service functions to serve members. This position serves members promptly and professionally representing the credit union in a friendly, courteous, and professional manner as well as transacting with a high degree of accuracy.

Demonstrates a high level of proficiency in performing the functions of each member service phase. Duties also include cross-selling products and services appropriate to member needs, and providing installment and revolving consumer loans. Answers member questions regarding products and services provided and perform a variety of account maintenance duties. These duties may be performed either in person or over the phone.

Starting Salary: $19.85/hour

Schedule: Full time. 40+ hours per week Monday - Friday.

We offer a wide variety of benefits to support the wellbeing of our employees including reasonable and steady work schedules with paid holidays. We are proud of our Values in Action Program, Wellness Initiatives, Growth/Learning Opportunities, 401k, Volunteerism Pay program. We offer a generous benefits package, including health, dental, vision and more, for employees who work 24+ hours per week

Benefits Include:

• Paid time off in addition to paid federal holidays
• Comprehensive medical, dental, and vision benefits starting first of the month following hire date for employees who regularly work 24+ hours a week
• Health Savings Account with discretionary quarterly employer contributions
• 401k match & additional discretionary contribution
• Opportunities for growth and ongoing learning
• 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) and fresh local foods (up to $25 on a seasonal basis)

Who We Need:

We exist for SERVICE to our MEMBERS, EMPLOYEES, and COMMUNITIES through INTEGRITY, COMPASSION and EDUCATION. Employees at our Allen Street branch enjoy working in a collaborative but fun environment that encourages personal and professional growth. We are looking for a motivated, friendly, professional candidate who has the ability to work full time hours. This position works exclusively in branch, with a primary branch, and requires travel for training purposes and to assist at other branches as needed.

Essential Functions and Basic Responsibilities:

• Responsible for establishing and maintaining effective and professional business relations with members. Greet and welcome members to the credit union in a friendly, professional and timely manner.
• Provide prompt, accurate, and efficient member service. Provide services in accordance with credit union policies and procedures. Maintain privacy of member account information.
• Always exhibit a courteous and professional attitude towards employees and members by showing enthusiasm and dedication.
• Assist with developing and maintaining strong relationships with area businesses and members to bring in new business and foster continued growth of the branch.
• Receive share drafts/checks, cash, and process payments for deposit to member accounts. Verify amounts, examine checks for validity, proper endorsement, and enter deposits accurately into the member’s account on the computer system. Cash share drafts/checks and process withdrawals; pay out money after verification document validity, member identity, signatures, and member balances. Generate member receipts. Approve high dollar checks and/or cash withdrawals, approve override thresholds, and visa cash advances.
• Ensure holds are placed on checks received in accordance with the credit union policies and Reg. CC regulations.
• Assist with end-of-day processing of the MSR line. Fill in for peak schedules or for an absence or shortage on the MSR line. Research and resolve discrepancies and report any discrepancies to the supervisor as necessary.
• May perform a variety of other functions including working in a drive-up station, open and close the branch, bring TCRs online/offline, disarm/arm alarms, process night drop or mail envelopes, cash vault duties, perform monthly audits, assist with ATM servicing/maintenance, check scanning, and ensure teller station is properly stocked with forms, brochures or other supplies as needed.
• Respond and resolves member inquiries and requests regarding their accounts promptly and professionally representing the credit union in a friendly, courteous, and professional manner. Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
• Handle all deposit products for member. Open new accounts, both personal and business, including share drafts, student or special accounts, share certificates, debit cards, etc. and explain all services offered by the credit union; cross-selling to members those services which the member may be using at other financial institutions or from which the member may benefit.
• Perform other services such as wire transfers, disputes, etc along with account maintenance. Help member complete paperwork in connection with any fraud against their account.
• Interview account applicants and enters the data into core system. Perform necessary BSA, CIP, due diligence, and credit bureaus.
• Handle all consumer loan products and services. Offer and educate members regarding our debt cancellation, gap, and mechanical repair products.
• Verify that all account and loan forms have been properly and accurately completed, signed and explained to the member. Verify account and loan information and disbursements. Ensure proper follow-up on information required to complete the account and lending process, and submit all account and loan documents for review in a timely manner.
• Assist with new employee training, new employee orientation and training both “off line” and actively on the teller line or in an office. Mentor and guide other MSRs or FSRs in all functions and consistently provide “coaching” to others.
• Provide assistance to branch employees with problem resolution on the teller line or in office as needed. Research and solve more complex member questions, problems, and complaints concerning credit union accounts. Assist and coach others when they are presented with challenging member issues and questions.
• Maintain an up-to-date and comprehensive knowledge on all related policies and procedures, rules and regulations for the teller and member service area, including robbery procedures.
• Provide leadership help and direction for others during the day. Supervise the MSR line on Saturdays (where required).
• Attend training sessions and complete required training in a timely manner. Attend and participate in other group or company meetings as required.
• Be aware and alert at all times to any member entering the credit union and acknowledge their presence as soon as possible for safety and security reasons.
• Establish and maintain effective coordination and working relationships with area personnel and with management. Keep supervisor informed of area activities and of any significant problems or concerns.
• Maintain a clean and well-organized work area as well as assist with the branch and breakroom cleaning duties and contribute to the overall cleanliness of the HFCU properties.
• Performs other duties or miscellaneous requests as required or assigned and 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.

Required Education and Job Competencies

• A high school diploma or equivalent.
• 1-2 years banking experience required, preferably in account opening and lending.
• Cash handling experience strongly desired. Experience and accuracy with balancing a cash drawer and handling cash during customer transactions. Excellent customer service, writing and verbal communication skills are required with the ability to communicate clearly and effectively both in person and over the phone.
• Good math skills, basic computer knowledge, proficient use of calculator, keyboard, and experience with Microsoft Office Products required. Experience with financial institution software systems preferred.
• Handle all information/documents in a confidential and secure manner at all times. Be aware of surroundings when working with member files and when speaking with members, both in person or over the phone, when discussing or gathering personal and confidential information.
• Cash handling skills, good organizational, communication (strong verbal and listening skills) and business writing skills to exhibit professionalism and deal effectively with internal and external contacts.
• Conscientious, comfortable with detail, and the ability to be multi-tasked to coordinate and prioritize the workday efficiently. Comfortable working under pressure, self motivated and able to work in a team environment.
• Ability to understand and monitor compliance functions and responsibilities assigned within a credit union and the ability to stay current in the changing environment of compliance.
• Ability to work cooperatively with others to identify, recommend and implement opportunities for increased efficiency.

Working Conditions/Environment:

This position requires standing and/or sitting for long periods of time and working primarily at a workstation or desk in an open office environment. Daily tasks include extensive use of a computer performing standard keyboard functions, requiring repeated motion, as well as extensive use of the phone. Stretching breaks are recommended to avoid injury. Occasional lifting/carrying of bags of coin up to 50 lbs. Equipment is available and recommended for use of transporting large quantities of files to and from various locations.

This Job Ad is not a complete statement of all duties and responsibilities comprising this position. Heritage Family Credit Union reserves the right to revise or change the essential functions and employment standards as the need arises. This description does not constitute a written or implied contract of employment. E.O.E.