Universal Service Representative (Financial Service Rep)

Heritage Family Credit Union; Londonderry (VT); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision benefits

401k match

Ongoing training

Volunteer time

Gym reimbursement (up to $25)

Fresh local foods reimbursement (up to

Job summary

Heritage Family Credit Union in Vermont seeks a Universal Service Representative to deliver world class member experience. You will greet members, process deposits and withdrawals, assist with loans, and support branch operations with accuracy and courtesy.

This role emphasizes relationship building, problem solving, and teamwork, offering benefits including PTO, health coverage, a 401(k) match, training, and community involvement opportunities.

Qualifications

• Strong relationship building skills to be a trusted resource for members and teammates.
• Proven problem solver who delivers exceptional service with creative strategies.
• Ability to work independently and within a collaborative team to meet goals.

Responsibilities

• Greet and assist members with world class service, handling inquiries and transactions.
• Open new memberships and assist with consumer lending from application to closing.
• Cross-sell products and educate members on financial options to achieve goals.
• Maintain accurate documentation and comply with AML/BSA requirements.
• Support branch operations, including drive-up, opening/closing, and training new staff.

Skills

Relationship building

Problem solving

Initiative

Team collaboration

Job description

Who We're Looking For:

• 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

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 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

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 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)
• Salary Range:** \$26.00 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 aintenance, 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 QCs 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 an