Universal Service Representative

Schedule

Overview

Universal Service Employees act as Service Representatives and enthusiastically cross-sell Credit Union services. Establishes and builds member relationships by identifying members’ needs and educating them with specific products and/or services. Responsible for performing a broad variety of customer services including opening new savings, share draft, and basic credit applications. Interviews, counsels, and advises members regarding basic loan products, deposits, and any other products/services, including investment referrals, insurance products, and mechanical repair coverage.

Presents loan requests to underwriters for approval as per loan procedures. Responsible for helping members via all channels such as phone, text, e-mail, and assisting members with video solutions, and self serve channels to determine additional financial opportunities with the credit union in a prompt and courteous manner. Actively promotes and cross sells Electronic Services to members and serves as an electronic services expert in the branch. Responsible for providing secretarial and clerical support for all loan processing activities. Prepares closing documents and miscellaneous paperwork necessary for booking and funding of new loan business each month. Provides general typing and clerical support for underwriting, including credit investigations and document preparation. Tracks and obtains proof of insurance as required on member loans. Maintains departmental records and files and types routine reports and records. Ability to attain expected baselines in sales and service to support branch goals.

Support marketing and lending initiatives such MRM outbound calling by proactively soliciting additional business for the Credit Union and identifying and selling AFCU products and services. Onboards new members by conducting outbound two week and two month calls. Assists or refers members as necessary.

Responsibilities

1. Assumes responsibility for the effective development of Member relations through sales and service. a. Maintains relationships with members in the branch as well as outbound calling to onboard new members at 2 weeks and 2 months. b. Maximizes the penetration of Credit Union products and services in order to meet/exceed established sales goals and baselines. Has a knowledge of the Preferred Way of Selling. c. Responsible for handling member interactions via all channels while using effective sales techniques. Assesses members' current financial needs by using effective relationship building and consultative sales techniques. d. Makes appropriate recommendations for loan, deposits, and other products and services.e. Highly motivated and self-driven. Sales and goal oriented.f. Demonstrate professional sales and negotiation skills to achieve individual and branch goalsg. Resolves members problems and concerns related to consumer loan products and services, and account issues.

2. Acts as a senior service representative and processes teller transactions.a. Identify additional cross-sell opportunities, such as Checking accounts, certificate accounts, core deposit accounts, and other AFCU products and services.b. Assumes responsibility for the efficient, effective, and accurate performance of teller functions. c. Represents the Credit Union in a courteous and professional manner. d. Receives share deposits and loan payments. Computes interest. e. Processes cash advances, traveler's checks, cashier's checks, and money orders. f. Disburses cash or check share withdrawals. g. Processes transfers, post CD and all types of IRA's. h. Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly. i. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. j. Processes "bank by mail" transactions. k. Provides override function for other tellers.

3. Evaluates basic loan applications and credit criteria and determines the appropriate sale so the member and credit union both benefit. a. Actively and professionally cross-sells Credit Union services. Sells credit life, disability, GAP insurance, mechanical repair coverage, and members financial solutions. Expectation is to meet monthly Credit Union sales Standards including promotions and campaigns.b. Interviews, takes applications, and processes preliminary documentation on loan requests. Conducts personal/web and telephone interviews and discusses loan alternatives, credit criteria, interest rates, and loan documentation with the member. c. Determines value of collateral. Verifies car insurance coverage. Notifies application of loan decisions. Requests additional information if required. Presents loan requests to underwriters for approval as per loan procedures.d. Processes loans including ordering of credit reports, title searches and closing. e. Assists in servicing and maintaining all aspects of loans but not limited to payoff, refinances, payment agreements and amendments to original loan contracts. f. Assumes responsibility for processing and securing liens on collateralized loans and prompt follow-up on titles still pending. g. Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly prepared and documented and that approved loans are promptly disbursed. h. Resolves any rejects concerning loans and membership accounts in a timely manner.

4. Acts as a branch expert for electronic services.a. Actively cross sells AFCU electronic services such as mobile banking, online banking, card guard, bill pay, mobile deposit and others.b. Has a knowledge of AFCU electronic services and serves as an expert for members as well as assists members with problem resolutions for electronic services.c. Assists members with account lock outs or other online account problems.

5. Acts as a branch account specialist for New Accounts.a. Assists Members with new account openings and closing of member accounts. b. Assists with some Business accounts, IRA accounts, Court ordered accounts, and HSA account applications.c. Directs members to appropriate contacts to assist with more advanced and specialized accounts when appropriate.

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Qualifications

Training/Education/Certification: * High school graduate or equivalent.

Required Knowledge: * Thorough knowledge of member services, accounts, loans, and products provided. * Understanding of new account bookkeeping procedures. * Understanding of loan processing functions. * Knowledge of related requirements, procedures, and underwriting criteria. * Some accounting familiarity.

Experience Required: * Two years of varied office experience.

Skills/Abilities: * Excellent communications and public relations skills. * Strong typing abilities (60 wpm with acceptable accuracy & neatness). * Solid math and bookkeeping abilities. * Able to operate calculator, word processor, and related computer applications. * Well organized. * Professional appearance, dress, and attitude.