Universal Service Representative

About the Role

We are seeking a dedicated team player to join our Hoosick Falls branch as a Universal Service Representative (USR). The USR is a retail service position responsible for providing a world-class member experience to both credit union members and co-workers. This role performs a broad variety of financial service functions to serve members promptly and professionally while representing the credit union in a friendly, courteous, and accurate manner.

Responsibilities

• Greet and interact with members in a friendly and professional manner, ensuring a world-class experience during every interaction.
• Service members promptly, accurately, and efficiently with account inquiries, loan requests, updates, troubleshooting, and transactions including deposits, withdrawals, loan payments, and transfers.
• Perform a variety of functions including 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 the 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, 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 up-to-date and comprehensive knowledge of all credit union products and services 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 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 QCs 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 and respond to email.
• 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, and identify other financial goals that may be supported.
• Provide assistance to members in a compassionate manner to resolve in-depth issues and educate them on achieving better financial success.

Qualifications

The ideal candidate will:

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

Benefits

• Paid time off in addition to paid federal holidays.
• Medical, dental, and vision benefits for 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).
  • Fresh local foods (up to $25 on a seasonal basis).

Pay

$26.00 per hour, may be eligible for quarterly retail incentive.