Universal Service Representative

About the Role

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 themselves as a trusted resource for members and teammates, be a problem solver who delivers exceptional service through proven and creative strategies, and strive to reach identified goals through strong individual initiative and collaborative team effort.

The Universal Service Representative 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. Duties include cross-selling products, providing installment and revolving consumer loans, addressing member questions, and performing account maintenance.

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, processing night drop or mail envelopes, assisting with ATM/ITM servicing and maintenance, check scanning, and maintaining an organized workstation.
• Assist with new employee onboarding and training as necessary.
• Work closely with other team members to meet branch goals, enhance member experience, and ensure all daily operations 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.
• 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, and debit cards.
• Ensure all account and loan documentation is gathered timely and reviewed for completion and accuracy.
• Complete account and loan checklists and quality controls (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, respond to emails and phone calls, and 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 the credit union may support.
• Provide assistance to members in a compassionate manner to resolve in-depth issues and educate them on achieving better financial success.

Why Join Us

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

• 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, with eligibility for a quarterly retail incentive.