Universal Service Representative

Heritage Family Credit Union; Londonderry (VT); On-site; USD 32,373 - 35,376; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off

401(k) match

Gym membership reimbursement

Ongoing training opportunities

Job summary

Heritage Family Credit Union is looking for a Universal Service Representative at their Londonderry branch. This role is essential for providing a world-class experience for members while managing a variety of retail financial services.

The ideal candidate will have strong relationship-building skills and a proven track record in problem-solving to effectively assist members in achieving their financial goals.

Benefits include medical coverage, paid time off and 401(k) matching.

Qualifications

• Strong relationship building skills.
• Excellent problem-solving capabilities.
• Ability to work independently and in teams.

Responsibilities

• Provide exceptional service to credit union members.
• Assist with consumer lending processes.
• Cross-sell credit union products based on member needs.

Skills

Relationship building

Problem-solving

Initiative

Job description

Who We're Looking For?

We are seeking a dedicated team player to join our Londonderry 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 extraordinaire 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.

What You'll Be Doing

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 responsible for providing world‑class member experience to both credit union members and co‑workers.

Responsibilities include, but are not limited to:

• 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 we may be able to support.
• Providing assistance to members in a compassionate manner to resolve more in-depth issues, and educating them on how to achieve better financial success in the future.

Why Join Us

Heritage Family Credit Union is a dynamic, 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 to employees who regularly work 24+ hours a week.
• 401(k) 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 (up to $25), and fresh local foods (up to $25 on a seasonal basis).
• 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 responsible for providing world‑class member experience to both credit union members and co‑workers. The 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 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 an up‑to‑date and comprehensive knowledge of 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 is 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 but not limited to Anti‑Money Laundering (AML) and Bank Secrecy Act (BSA) products.
• Assist other department staff as needed, respond to requests promptly and maintain a positive team culture.