Universal Associate

GENERAL PURPOSE

The Universal Associate serves as the liaison between CCU and new and existing members to assist them with their short and long term financial needs and goals through exceptional service and a positive and friendly consultative approach. Universal Associates are responsible for providing account information, performing teller transactions in accordance with credit union policies and procedures, originating and processing new account and consumer loan applications, building rapport with members and professionally handling any member needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Uphold CCU's core values: Be the Advocate, Embrace Curiosity, and Be Compassionate.
• Welcome members to the branch, assist with their orientation, and guide them in using branch technology and additional services like online or mobile banking and remote deposit capture.
• Be knowledgeable and enthusiastic about our products and services, ensuring you can confidently discuss and recommend the best options for each member.
• Exhibit strong sales skills and a positive attitude to meet monthly and annual branch goals. Generate referrals to other business areas within the Credit Union (e.g., mortgages, business accounts, financial planning).
• Build loyal member relationships by understanding their needs, providing sound advice, and tailoring financial solutions to each member.
• Process all types of teller transactions and account maintenance accurately and promptly or refer to the appropriate staff member.
• Process new account applications and correspondence promptly, following Credit Union standards.
• Assist members with special needs such as IRAs, non-individual accounts, online/mobile banking support, account settlements, etc.
• Respond to member inquiries daily, providing forms, resolving problems, or answering questions.
• Consult with loan applicants about their current and future financial needs.
• Open new accounts, assist with loan applications and inquiries, facilitate loan closings, and address questions related to accounts and loans.
• Demonstrate initiative, a commitment to continuous learning and the ability to adapt to changing demands and requirements.
• Adhere to all service standards outlined in the Credit Union's policies and procedures.
• Collaborate effectively with team members to provide exceptional service and enhance the members’ experience.
• Support promotions and strategies to achieve Credit Union goals.
• Assist branch management with compliance, policies and procedures, balancing, branch audits, branch opening and closing processes, monthly reporting, and member service issues.
• Ensure compliance with all company, state, and federal rules and regulations.
• Complete required Bank Secrecy Act (BSA) documentation accurately and timely, in compliance with BSA policies and procedures, including new account and wire procedures, OFAC, CTR, and SAR.
• Participate in Credit Union business development and community relations activities.
• Ensure lending operations comply with established Credit Union policies, procedures, approval authority, and all fair lending laws (e.g., Equal Credit Opportunity Act, Consumer Credit Protection Act, Truth In Lending Act, Fair Housing Act, Home Mortgage Disclosure Act). Ensure compliance with non-discrimination provisions of applicable fair lending laws and regulations.
• Maintain attendance in accordance with CCU standards, ensuring it does not affect member service or branch performance.
• Perform other duties as needed or requested.

KNOWLEDGE, SKILL AND ABILITY

The ability to motivate and influence others is crucial, requiring a high level of diplomacy and trust. Each individual should feel empowered to provide exceptional service, prioritizing our members' needs. The Universal Associate should be self-motivated and capable of independently managing product knowledge. A friendly and energetic disposition is essential for success in this role. The ability to identify members’ needs and make personalized recommendations is vital. Tactfully questioning and actively listening to members and employees to identify and address specific needs is important. Clear and concise communication, both verbally and in writing, is required. Proficiency in delivering effective member service and proper phone etiquette is necessary. Accuracy in cash handling and recording daily transactions is essential. Develop a comprehensive understanding of all departments and know-how and to whom to refer members as needed.

EDUCATION OR FORMAL TRAINING

High school diploma or equivalent training/experience.

EXPERIENCE

Previous sales or customer service experience required. Six months to one year of banking or loan experience preferred.

WORK ENVIRONMENT/PHYSICAL ACTIVITES

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will often be required to move around for a majority of the day. The employee must occasionally lift and/or move up to 25 pounds.

BENEFITS

This position is eligible for the following benefits:

• Medical/Dental/Vision Insurance
• Company Paid Life, Short-term Disability, and Long-term Disability Insurance
• 401k Employer Contributions & Match
  • Annual Profit Sharing funded into the 401k
• Tuition Reimbursement (Max $5,250.00/annually)
• Paid Time Off
• Company Paid Holidays
• Work-Life Balance and Flexible Work Schedules
• Cross-Training and Career Development Opportunities
• Employee Recognition Program
• Monthly Commission Opportunities
• Annual Bonus Based on Company Performance