Jr Universal Member Representative

The Universal Member Representative is responsible for assisting members with a wide range of financial service needs, including daily transactions, new accounts, IRAs, and credit and debit card services. This position plays a key role in creating a positive first impression for members and ensuring a professional, welcoming, and service-focused experience from entrance to exit.

The Universal Member Representative is expected to effectively address member questions, concerns, and service requests while providing accurate information regarding Credit Union products and services. This role supports operational efficiency by processing transactions, assisting with account maintenance, identifying member needs, and promoting appropriate financial solutions in accordance with Credit Union policies and procedures.

This position reports directly to the Branch Supervisor or Branch Operations Manager and may also receive directions from the Assistant Branch Supervisor as needed. The Universal Member Representative is expected to work collaboratively with branch staff to support organizational goals, member service standards, and operational compliance.

The position does not include direct supervisory responsibilities.

Key Responsibilities:

Professionally assist members by addressing questions, concerns, and service requests in a timely and solution-oriented manner

Receive and timely process applications for membership, checking accounts, certificates of deposit, IRAs, and other Credit Union products and services

Accurately handle cash transactions and balance assigned cash drawer/vault in accordance with Credit Union policies and procedures

Maintain confidentiality of member information and ensure secure handling of all account documentation and transactions

Assist members with digital banking services, including online banking, mobile banking, remote deposit capture transactions, and electronic service access

Maintain working knowledge of Credit Union products, services, policies, procedures, and regulatory requirements

Identify potential fraud, security concerns, or suspicious account activity and report concerns appropriately

Support branch operations by assisting coworkers and performing additional duties as assigned

Process member transactions and assist with account maintenance, transfers, account access issues, and credit/debit card services and disputes

Maintain ongoing communication with the members regarding account status, documentation requirements, and next step processes

Identify member financial needs and cross-sell appropriate Credit Union products and services

Maintain professional, courteous, and collaborative working relationships with members, coworkers, and management

Respond to member and internal employee phone calls, emails, and other communications in a professional and timely manner, with the expectation of returning communications within the same business day whenever possible

Begin developing foundational lending knowledge by learning Credit Union lending products, policies, procedures, and compliance requirements while assisting with basic lending functions and member loan inquiries

Participate in ongoing training and development opportunities to build lending knowledge and prepare for expanded lending responsibilities within the Credit Union Essential Qualifications and

Competencies:

High school diploma or equivalent required; associate or bachelor’s degree preferred, or equivalent related experience

Minimum of 1-2 years of experience in a banking, credit union, or financial institution environment required

Prior experience with teller operations, account opening and maintenance, and debit/credit card services required

Working knowledge of Credit Union products, services, policies, procedures, and operational processes

Strong customer service skills with the ability to professionally assist members in a fast-paces environment

Excellent verbal and written communication skills with the ability to communicate clearly and professionally with members and coworkers

Strong attention to detail and accuracy in processing financial transactions and member documentation

Ability to manage multiple tasks and transactions simultaneously while maintaining quality and efficiency

Strong interpersonal skills with the ability to work effectively as part of a team Ability to maintain confidentiality and exercise sound judgement when handling sensitive member information

Proficient computer and technology skills, including the ability to learn and utilize Credit Union systems and software

Ability to identify member needs and recommend appropriate Credit Union products and services

Willingness to continue learning and developing operational and lending knowledge
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