Universal Services Representative

Position: UNIVERSAL SERVICES REPRESENTATIVE
SUMMARY/OBJECTIVEThis position will perform a broad variety of account service functions with accuracy and in a timely manner, to include teller, account opening / maintenance and refer lending transactions to our centralized lending team. These functions may include, but are not limited to, cash handling, account maintenance, opening new accounts and offering ancillary products. In addition, training for virtual member services may be required.

This position will occasionally rotate to assist in surrounding branch locations as needed.

FLSA Classification:
Non-Exempt Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Creates, maintains, and enhances account holder relationships, ensuring an exceptional experience.

Maintains in-depth knowledge of Credit Union products, services, policies, and applicable regulations.

Effectively interview account holders and potential account holders independently. Asks questions and listens carefully to determine the appropriate SFCU products and services to offer. Presents products and services in a positive, professional, and knowledgeable manner, so inquiring individuals can make an informed decision.

Opens new savings, checking and money market accounts. Verifies personal identification to prevent fraudulent activity. Provides regulatory disclosure information on new and other specific types of accounts. Orders or prints plastics such as Debit and Credit Cards.

Maintain and balance a cash drawer, adhering to Credit Union policies and procedures.

Prepares and evaluates information which reflects the current credit worthiness of members and prepare consumer loans for underwriting approval based on SFCU lending policies and procedures. Generate and process loan applications for all consumer lending products, vehicle loans, credit cards, signature loans, and share and certificate secured loans. Notifies applicants of loan decisions.

Has a basic understanding of credit reports and SFCU’s loan agreement for discussion with members. Effectively cross-sells more complex loan products, which may be referred to more experienced member service staff.

Assists member with servicing loans by processing such items as payoffs, refinances, payment extensions and payment due date changes.

Identifies needs, develops financial relationships, and consistently provides account holders with opportunities for appropriate loan and deposit products and services.

USR’s are required to rotate within the branch they are assigned to work our concierge station and maintain and balance a cash drawer as needed, adhering to Credit Union policies and procedures.

Refers all loan inquiries to the centralized lending department while the member is present. This may be via connecting the member to that department via phone or branch workstation. Also scans any pertinent information into the system and attaches it to the tracker thread so the account holder can be contacted.

Occasionally will close loans for account holders if e-Documents are not an available option.

Effectively cross-sells account, consumer loan and mortgage loan products, which may be referred to more experienced member service staff.

Supports the credit union’s mission, vision, strategic goals, quality initiatives and service standards.

Supports SFCU’s mission to become the primary financial institution of our account holders by providing services in an expeditious and courteous manner. Understands that educating our account holders and informing them of the products and services we have to offer is the highest level of service we can provide and the key to accomplishing out mission and goals. Strives to meet individual goals by effectively cross selling products and services.

Resolves account holder problems independently and escalates more complex problems or situations to the team that can assist the account holder with the issue. Also ensures that the escalation is entered in to the Notebook with detailed information of the account holder’s issue and the best way to contact the account hold when a resolution is found.

Ensures that lending operations are…