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SalaryUniversal Service Representative
Department: Retail
Salary Grade: 5
Salary Range: $20.00-$23.07-$26.82
FLSA: Non-Exempt
EEO: Administrative Support Worker
Position Reports To: Member Experience Champions / Branch Manager
Supervisory Position: No
People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”
POSITION SUMMARY:
Under the guidance and direction of the onsite Branch Manager and Assistant Branch Manager, USR is responsible for assisting the team in achieving operation and sales objectives, by building and retaining member relationships through understanding and empathically coaching of members’ to fulfill their financial needs and dreams. USR will deliver extraordinary member experiences with each transaction with an attitude of service to our members. Accepts cash and check deposits; accurately and effectively processes withdrawals and cashes checks within authority level. Perform required maintenance for members. Proactively participates in the cross selling of credit union products and services, including achieving specific consumer loan goals for the branches you serve. USR is a contributor to the branch staff and works collaboratively to ensure continual process improvement that aligns with SUN’s vision and strategy. At times, this position may support all branches within the Imperial Valley in support of the Credit Union’s staffing requirements.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
- Accurately processes routine member account transactions including, but not limited to: deposits, withdrawals, loan payments, account transfers, wire transfers, official checks, gift cards, cash advances, and general ledger postings.
- Actively works on the platform when scheduled or requested by management. Opens new accounts, new shares for existing members and all credit card type accounts. This includes interviewing potential and existing members to determine appropriate products and services which will meet their financial needs.
- Actively cross-sells and properly tracks products and services referred or sold to members to meet individual and branch sales goals by directly assisting or referring the member to the appropriate representative or department according to the minimum sales standards set by SUN. When referring, assists with appointment setting and information gathering.
- Balances checks and cash drawer in a timely manner. Actively participates in branch end-of-day balancing by scanning checks, providing dual control to balance the vault cash and card supplies, and totaling branch cash and checking to ensure all confidential information is secure. Researches end of day balancing challenges and supports team members. Provides an extraordinary experience to our members adhering to the Credit Unions Vision, values, and strategic pillars. Works efficiently with team members to reach branch goals and maintain branch profitability. Remains up to date and knowledgeable on credit union products, services, and related policies and procedures. Processes member loan requests, and completes any follow up needed to complete the loan request. Assists team members to ensure continuity of service and achievement of individual, team and organizational goals.
- Ability to adapt, blend with different branch locations and staff members to ensure extraordinary member experience no matter what the physical location maybe.
- Ensures “Truth in Savings” compliance. Completes annual compliance training within provided time frames. Ensures compliance with BSA Rules and Regulations.
- Reliable attendance is an essential function of this position.
PERFORMANCE MEASUREMENTS
- Is a champion of our culture, striving for excellence, improving efficiencies, a sense of urgency, solution oriented, able to get to yes and willing to do what it takes to provide extraordinary member experience. Demonstrates the “customer performer model” and CML skills when interacting with colleagues and members.
- Good communication and coordination exist with team members to support and achieve the goals of branch and SUN.
- Documents, files, records, and reports are current, correct, and submitted timely. All reporting functions are in compliance with government regulations. Accounting or record keeping errors or discrepancies are promptly identified and resolved. Policies and procedures are modified to ensure effective and efficient service delivery.
- Member Experience delivered professionally and effectively
QUALIFICATIONS
Education/Certification: High school graduate or equivalent some college preferred.
Required Knowledge: Knowledge of procedures and IRA laws, Truth in Savings,
Certificate, and branch functions.
Understanding of Credit Union Information Systems and accounting functions.
Familiarity with industry related laws and regulations.
Experience Required: One to three years of related experience required.
Skills/Abilities: Excellent “people skills” and a passion to help others achieve their financial dreams. Ability to communicate effectively with members and colleagues.
Attentive to the details.
Well organized, able to prioritize.
Team player and contributor with a desire to learn and develop oneself!
Knowledgeable in the use of Microsoft Office and other modern computer applications.
Mathematics Ability: Ability to perform basic math skills and use decimals to compute ratios and percentages.
WORKING CONDITIONS: No hazardous or significantly unpleasant conditions (such as in a typical office).
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well- constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees may be terminated for any reason not prohibited by law.
