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Form of workJob Description
Heritage Financial Credit Union is a member-owned financial institution that is committed to helping our members achieve their financial goals and building a stronger community. We believe that everyone deserves access to affordable financial services, and we are dedicated to providing our members with the tools and resources they need to achieve their financial dreams. Our vision is to be the leading financial institution in the communities we serve, and we are committed to creating a culture of excellence where our employees can thrive. We believe in creating a workplace where everyone feels valued and respected, and where we can all work together to achieve our goals. We recognize that our employees are our most important asset, and we are committed to providing them with the training, development, and opportunities they need to succeed. Our values are at the heart of everything we do. We believe in:
- Integrity: We are honest and trustworthy in all of our dealings with our members, employees, and the community.
- Excellence: We strive to provide our members with the best possible service.
- Teamwork: We believe that we can achieve more together than we can alone.
- Respect: We treat each other with dignity and respect.
- Community: We are committed to giving back to the communities we serve.
If you are looking for a challenging and rewarding career in the financial services industry with a company that is committed to its mission, vision and values, we encourage you to apply for a position at Heritage Financial Credit Union. Here you will find a supportive and collaborative work environment where you can make a difference in the lives of our members and our community. We offer a competitive salary, comprehensive benefits package, including a very generous PTO policy. We are always looking for talented and motivated individuals to join our team.
POSITION DESCRIPTION
Position: Universal Associate (Level 2 or 3)
Classification: Non-Exempt
Department: Retail Banking
Approved By: AVP of Retail Banking
Location: This is a float position with your home base located at the Dingmans Ferry, PA branch. Responsible for travel/coverage between the Matamoras, Dingmans Ferry and Goshen Branches as needed. Mileage is reimbursed. Reliable vehicle required.
Salary Range: $21-$27 per hour depending on experience, plus unlimited monthly incentives. A $2,000 sign-on bonus will be paid out in the first paycheck following 180 days of employment.
POSITION PURPOSE
Our Mission: At Heritage Financial, we are more than a bank. We believe in our members and employees- in their stories, both past and yet to be written. We are the combined Heritage of generations who care about and support each other to provide lasting contributions in our community. We are committed to creating opportunities for people by providing necessary tool, resources and education to make possible the achievement of their goals, hopes and dreams.
In this role, you will be responsible for promoting financial well-being of existing and new members by building, maintaining, and deepening relationships by providing exceptional customer service and recommending appropriate solutions. This includes, but is not limited to, placing members in appropriate account and loan products, cross-selling credit union services and referring members to other lines of business as appropriate, cash handling and processing transactions. This is a position to specifically support the member experience in a digital and e-banking space, with the ability to act as an additional resource to the in-branch member experience.
ESSENTIAL FUNCTIONS AND RESPONSIBIITIES
1. Answering all incoming member calls and addressing all needs, including placing members in appropriate accounts and consumer loan products and assistance with all digital enrollments for all HFCU products and services.
2. Responding to all digital inquiring and needs, including but not limited to chat, online account and loan requests as well as marketing leads
3. Proactively reach out to all new memberships established through line of business partners to assess needs and offer additional products and services as appropriate.
4. Required expertise on all products and services offered by HFCU
5. Demonstrate an ability to think critically to ensure best options are provided to members in both sales opportunities and meeting needs in general.
6. Cash handling and processing transactions.
7. Organize priorities, achieve monthly goals, and deliver quality work
8. Ability to function as Teller or Financial Service Representative to support branch needs
9. Demonstrate understanding and support of all HFCU initiatives for employee development. Actively participate in personal growth through use of tools and resources available to you.
10. Proactively look for operational enhancements and research options to present for process improvements to the Enhancement Committee. When applicable, partner with departments to brainstorm, design and implement approved enhancements.
11. Participate in organizational team projects, representing Retail in a professional and competent manner.
12. Mentor new hires
13. Performs other duties as assigned
PERFORMANCE MEASUREMENTS
Performance is measured against the competencies and goals as outlined in the Employee Performance Program, and established in partnership with the employee’s leadership. There are three levels associated with this position. Level will be determined through managerial assessment of employee and location specific business needs. Level 3 Demonstrates superior product knowledge. Requires no instruction in the completion of basic duties. Possess excellent needs bases selling skills. Demonstrates capability to handle all complex branch assignments.
Requirements:QUALIFICATIONS
Education/Certification: Customer service and sales experience. Notary License required or within 12 months of hire.
REQUIRED KNOWLEDGE AND EXPERIENCE:
This position requires that the employee gain a working knowledge of Bank Secrecy Act (BSA) requirements and how they will affect their work. The employee will comply with all requirements of the BSA and cooperate with the designated BSA Officer in assuring compliance.
Extensive customer service and sales experience (financial industry experience preferred) including but not limited to customer service, needs based selling, goal attainment, cash handling, project and team participation, and community development.
Develop skill set in cash handling and transactional processing, performing account and loan intake and funding, and answering member inquiries through in branch and phone interactions.
Skills/Abilities:
Demonstrate the ability to think critically and creatively to problem solve and build business plans.
Demonstrate the ability to effectively collaborate with direct team, department leaders and line of business partners to achieve organizational goals.
Demonstrate self-awareness, discipline and a strong desire to learn and contribute to the success and wellbeing of self, team members and the organization.
Demonstrate an ability to effectively communicate with internal and external members in a professional and respectful tone and manner.
Demonstrate a strong commitment to listening, anticipating and addressing the needs and concerns of internal and external members.
Ability to project a professional appearance and positive attitude at all times.
Effectively communicate with team members and peers to develop a network of support and collaboration.
Demonstrate engagement, enthusiasm, and passion through providing stellar service to both internal and external members.
Bilingual a plus.
Equal Opportunity Statement
Employment at our Credit Union is based upon merit, ability, and qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.
