universal service representative

Universal Service Representative
Reports to: Director of Sales and Branch Operations

This role will perform a variety of member service functions with accuracy and in a timely manner. These functions include cash handling, account maintenance, opening new accounts, offering ancillary products on loans and operating an ITM (Interactive Teller Machine). This position will be based in a central location and may occasionally rotate to assist in surrounding branch locations as needed.

Key Responsibilities:

• Create and maintain exceptional member relationships.
• Maintain knowledge of Credit Union products, services, policies and regulations.
• Interview members and potential members independently, presenting products and services in a positive and knowledgeable manner.
• Open new savings, checking and money market accounts, verifying personal identification to prevent fraudulent activity.
• Identify needs and develop financial relationships, providing members with opportunities for loan and deposit products and services.
• Maintain and balance a cash drawer, adhering to Credit Union policies and procedures.
• Prepare and evaluate information reflecting the current credit worthiness of members and prepare consumer loans for underwriting approval.
• Cross-sell more complex loan products and assist members with servicing loans by processing items such as payoffs, refinances and payment due date changes.
• Ensure lending operations are conducted in accordance with established Credit Union policies and are legally compliant.

ITM (Interactive Teller Machine) Responsibilities:

• Provide teller assistance to customers and enhance their interactive banking experience via video technology.
• Project good customer relations while conveying a positive banking/customer service experience utilizing video technology.
• Communicate effectively with customers, maintaining attention to detail and operating several computer programs to ensure transaction integrity.
• Facilitate the ITM process for customers, validating all checks presented for cashing or deposit to protect the credit union and the member from loss.

Competencies:

• Fluency in English required.
• Excellent customer service and interpersonal skills.
• Effective communication skills and ability to multi-task while maintaining attention to detail.
• Knowledge of banking software applications and SFCU's products, services, policies and procedures.
• Understanding of federal laws and regulations that govern financial institutions.

Education:

• High School Graduate or Equivalent (GED).

Work Environment:
The work environment characteristics 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.