Universal Service Rep (Financial Service Rep)

About the Role

Heritage Family Credit Union is seeking a dedicated Universal Service Representative to join our Londonderry branch. The ideal candidate will excel at building relationships and position themselves as a trusted resource for members and teammates. This role requires strong problem-solving abilities and a proactive approach to delivering exceptional service through practical and creative strategies. A clear focus on achieving defined goals through individual initiative and collaborative teamwork is essential.

What You'll Do

As the frontline advocate for our members, you will contribute to their financial success and overall satisfaction. This retail service position aims to provide a world-class member experience for both members and colleagues. Key duties include:

• Partnering with individuals and local businesses to open new memberships
• Guiding members through the consumer lending process from application to loan closing, while identifying additional financial goals we can support
• Providing compassionate assistance to resolve more complex issues and offering guidance to help members achieve better financial outcomes

Why Join Us

Heritage Family Credit Union is a dynamic, member-centric organization dedicated to positively impacting the lives of our members and communities. We focus on education, integrity, and community involvement, aiming to be the preferred financial partner for the local area.

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits for employees who regularly work 24+ hours per week
• 401(k) match
• Ongoing training opportunities
• 8 hours of volunteer time with a chosen organization
• Monthly reimbursements for gym membership (up to $25), hobby expenses (up to $25), and fresh local foods (up to $25 seasonally)

Position Details

• Position Title: Universal Service Representative
• FLSA Status: Non-exempt
• Department: Retail Operations
• EEO Code: Administrative Support Professionals
• Reports To: AVP Branch Manager
• Grade: 7
• Salary Range: $23.50 to $25.68 per hour, may be eligible for quarterly retail incentive
• Location: South Londonderry, VT 05155

Position Summary

The Universal Service Representative performs a broad range of financial service duties to deliver a superior member experience for both members and coworkers. The role involves handling a variety of financial service tasks promptly and professionally, while representing the credit union in a friendly, courteous, and accurate manner. In addition to proficiency, duties include cross-selling products appropriate to members’ needs and providing installment and revolving consumer loans. You will address member questions regarding products and services and perform various account maintenance tasks.

Essential Functions

• Greet members warmly and engage professionally to ensure a world-class experience with every interaction
• Serve members promptly, accurately, and efficiently for account inquiries, loan requests, updates, troubleshooting, deposits, withdrawals, loan payments, transfers, and related tasks
• Support additional duties such as drive-up operations, opening and closing the branch, arming/disarming alarms, processing night drops or mail envelopes, assisting with ATM or ITM servicing and maintenance, check scanning, and maintaining MSR station supplies and organization
• Assist with onboarding and training of new employees as needed
• Collaborate with team members to meet branch goals, improve the overall member experience, and ensure daily branch operations are completed
• Accurately process daily transactions including deposits, withdrawals, payments, and transfers
• Maintain up-to-date knowledge of all credit union products and services handled or promoted by Member Service Representatives
• Proactively identify, explain, and cross-sell credit union products and services
• Open new accounts and loans with proficiency, including consumer and business share draft accounts, term share certificates, debit cards, and more; gather and review documentation for completeness and accuracy
• Complete account and loan checklists and quality controls in a timely manner
• Adhere to all credit union policies, procedures, and regulatory requirements, including AML and BSA considerations
• Assist other department staff as needed, respond to email and phone inquiries, file, fax, and mail information; back-up other MSRs or FSRs; support the Branch/Department Manager and other department staff as required
• Maintain reliable and predictable attendance
• Perform all other duties as assigned

Qualifications

• Education: High school diploma or equivalent required
• Experience: Minimum of one year banking and/or sales experience required; prior experience at a financial institution with responsibilities in account opening and lending is preferred
• Skills: Basic computer and math skills; excellent verbal and written communication; strong attention to detail; effective problem-solving abilities; ability to work independently and as part of a team

Physical Requirements

The role involves standing for extended periods and primarily working at a workstation in an open office setting. Daily activities require extensive computer use with keyboard work, some light lifting, and occasional lifting or carrying of up to 50 pounds. Physical duties may include cleaning and maintenance tasks.

Work Environment

Professional banking environment.

BSA and Risk Compliance

Employees will adhere to Bank Secrecy Act and risk compliance standards in all responsibilities to maintain regulatory integrity and minimize potential risks.

Equal Opportunity

Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.