Service Representative II (Float Position)

POSITION PURPOSE
Responsible for assisting all members effectively and professionally. This includes upholding the U1 Values,
product and services support, making appropriate referrals, performing transactions, handling balancing,
and providing excellent member service.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Upholds U1 Values
• Trustworthy
• Focuses on compliance and security by following regulations and U1 Procedures.
• Understands NCUA insurance.
• Follow directions.

• Friendly
• Effective and professional relationships with members and all levels of employees.
• Supports and mentors U1 employees.

• Reliable
• Meet deadlines and respond promptly.
• Other projects/tasks assigned.
• Reports to other service centers or locations as needed.
• Assists with training.

Products/Services Support
• Understand all products/services offered by U1.
• Explains all products/services including but not limited to online banking, bill pay, and credit cards
to current or potential members.
• Presents appropriate products/services that fit the needs of current or potential members.
• Conducts a financial review for members and potential members.
• Makes referrals.

Makes Appropriate Referrals
• Follows procedures on when and how to refer members. Referrals include but are not limited to:
• Service Center Managers (merchant lending)
• Lending Team (2nd mortgage and business lending)
• Mortgage Team (1st mortgage)• Financial Advisory Services (advisory services)
• Credit Solutions (30 days past due, negative share already closed or charged off,
payments for charged off accounts, hardship requests, total loss accounts, repo,
bankruptcy, deceased accounts with loans)
• Payments (payment forms assistance, wire requests, debit card dispute requests, ACH
originations or troubleshooting, ACH affidavit, credit card balance transfer and credit
balance, ATM check deposits, RDC deposits, loan payment or check adjustments)
• Meets referral goals.

Transactions
• Performs the following:

• Opening New
o Membership, checking, savings, money market or certificate accounts (includes
business accounts)
o Specialty Accounts such as trust, estate, IRA, or HSA.

• Account Maintenance
o Address change
o Name change
o Change of account ownership - add owner, POA and Beneficiary
o General account maintenance such as
▪ Order checks
▪ Direct deposit forms

• General Transactions
o Deposits
o Withdrawals
o Check cashing
o Cash advances
o Wire transfers
o Account transfers
o Loan payments
o Credit Card payments
o Shared Branching
o Money orders
o Cashier checks
o Close account
o Stop payment orders
o Safe Deposit box activities (if applicable)

• Specialty Transactions
o Trusts & Estate
o Deceased accounts
o Payoffs
o Loan disbursements
o Business accounts

Balancing
• Handles balancing for:
• Cash drawer
• ATM
• Service Center Close
• Vault

Lending
• Handles lending for:
• Consumer loans which include areas such as auto, credit card, and signature loans (not
inclusive list).
• Meets lending goals.
• Assists members with closing as required.

Member Service
• Effectively and professionally assists members by the following:
• Listens.
• Collect information/data.
• Handles unauthorized activity, fraud, and disputes.
• Assists members with mobile and digital services.
• Assists with research and resolution.
• Secures and answers questions.
• Reports results to members and appropriate team members and/or leadership.
• Utilizes all channels of communication such as in person, phone calls, emails, or other
electronic tools while maintaining a positive and professional U1 image.

QUALIFICATIONS
Education/Certification:
• High school diploma or equivalent.

Experience Required:
• 6 months of teller experience within a financial institution is required.
• 1 year of customer service experience is required.
• 1 year of experience in a financial institution is preferred.

Knowledge/Skills/Abilities:
• Excellent communication and public relations skills.
• Role model for other member service representatives.
• Professional appearance, dress, and attitude.
• Ability to operate related computer applications and business equipment.
• Solid math and cash-handling abilities.

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WORK ENVIRONMENT/PHYSICAL ACTIVITIES
Work Environment:
The work environment described here is representative of those an employee encounters while
performing the essential functions of this job. The noise level is usually moderate and typical of those in
a typical office.

Physical and Intellectual Demands:
The employee will stand for long periods, regularly bending, twisting, and lifting up to 25 pounds.

Ability to hear normal conversations, type, pick up small objects, and convey detailed instructions
accurately. Average, ordinary, visual acuity is necessary to prepare or inspect documents.