Universal Employee

About the role

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by fulfilling the members’ transactional, new accounts, and consumer lending needs. Promotes products and services in a professional and effective manner.

Responsibilities

• Assists members with their transactional needs in person and over the phone, including deposits, withdrawals, loan payments, check cashing, transfers, and more.
• Processes members’ transactions accurately and efficiently.
• Handles stop payments, account research, ACH items, pre-authorized transfers, wire transfers, account discrepancies, and other account maintenance.
• Assists members with deposit-side needs, including IRA/HSA products, deceased accounts, and trust accounts.
• Supports members with consumer loan needs, such as signature loans, consolidation loans, and secured loans.
• Interprets key documents and makes decisions based on policies and member data.
• Promotes Credit Union products and services tailored to members’ needs, including consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRAs, HSAs, credit cards, and home banking.
• Builds financial relationships with members using a member advocacy approach.
• Identifies member needs and refers them to Mortgage Lenders, Financial Solutions Representatives, and Commercial Lending.
• Corresponds with members regarding eligibility requirements for accounts, loans, and denials of credit.
• Actively attends meetings and training sessions to stay updated on policies, procedures, and regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Balances a cash drawer, including operating a cash recycler.
• Assists with branch opening and closing procedures.
• Strives to help members from start to finish with all their banking needs.

Requirements

• Ability to read, write, and comprehend detailed and technical instructions, correspondence, and memos.
• Basic arithmetic skills (addition, subtraction, multiplication, and division using whole numbers, common fractions, and decimals) as acquired through high school education.
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Proficiency in operating online computer terminals, word processing, email, and adding machines, typically acquired through basic training or 1–3 months of on-the-job experience.
• Comprehensive knowledge of products, services, and procedures for processing transactions, typically acquired through 3–6 months of on-the-job experience.
• High attention to detail and accuracy, with the ability to closely examine documentation for over 50% of work time.
• Ability to multitask and switch between tasks efficiently.
• Analytical skills to research and resolve member problems and determine appropriate courses of action.
• Strong interpersonal and communication skills to handle diverse member interactions, including sensitive or stressful situations.
• Demonstrated motivation and sales skills.
• Ability to exercise independent judgment when addressing member concerns while supporting overall business objectives.

Work Environment

• Office environment with a moderate level of noise.
• Minimal lifting of up to 25 pounds.
• Frequent use of telephone, copier, computer, fax machine, and other office equipment.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Occasional travel for training, meetings, and assisting other locations.