Job Description

Universal Service Representative

We are seeking a dedicated team player to join our Ludlow branch as a Universal Service Representative (USR). The ideal candidate will:

• Have strong relationship building skills to position themself as a trusted resource for members and teammates
• Be a problem solver extraordinaire who will consistently work to deliver exceptional service through proven and creative strategies
• Strive to reach identified goals and objectives through strong individual initiative and collaborative team effort

In this role, you will be the frontline advocate for our members, contributing to their financial success and overall satisfaction. The USR is a retail service position that 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
• Providing assistance to members in a compassionate manner in order to provide resolutions to more in-depth issues, as well as education on how to achieve better financial success in the future

Heritage Family Credit Union is a dynamic and member-centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well-being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.

• Benefits Include:
• 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) and fresh local foods (up to $25 on a seasonal basis)

Position Title: Universal Service Representative

FLSA Status: Non-exempt

Department: Retail Operations

EEO Code: Administrative Support Professionals

Reports To: AVP Branch Manager

Grade: 7

Salary Range: $23.50 to $25.68 per hour, may be eligible for quarterly retail incentive

Position Summary: The Universal Service Representative is a retail service position that is responsible for providing world class member experience to both credit union members and co-workers. This position 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.

In addition to demonstrating a high level of proficiency, duties also include cross-selling products appropriate to members' needs and providing installment and revolving consumer loans. Address member questions regarding products and services and perform a variety of account maintenance duties.

Essential Functions:

• 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.
• Must maintain reliable and predictable attendance
• All other duties as assigned

Qualifications:

• Education: A high school diploma or equivalent is required.
• Experience: Minimum of one year banking and/or sales experience required. Experience working for a financial institution with responsibilities in account opening and lending preferred. Proficient use of calculator, keyboard and experience using Microsoft Office Suite required
• Skills: 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.

Physical Requirements: This position requires standing 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. Some light lifting. Occasional lifting/carrying of bags of coin up to 50 lbs. Physical activity as required for cleaning and maintaining buildings including use of various cleaning products.

Work Environment: Professional banking environment.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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