Universal Associate I

Universal Associate

The primary purpose of this position is to assist Associated Credit Union in living out its Mission:
To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary purpose of the Universal Associate I position is to exceed member's expectations by meeting a broad range of financial service needs. A key element in this service delivery is to identify the member's financial needs and recommend an appropriate solution. This role is responsible for providing a high level of member service to our members and team members. Performs routine, basic branch duties including but not limited to: processing transactions efficiently, professionally, and accurately;

identifying member needs; promoting products and services; maintaining and accurately balancing cash drawers or cash recyclers; open and close all depository accounts; and provides general member service assistance. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Create Raving Fans

• Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional, inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Exudes a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Proactively seeks solutions to member service and efficiency issues. Troubleshoot online and mobile banking issues. Service member accounts and requests accurately in accordance with credit union policy and procedures.

Maintain Operational Soundness

• Proficiently performs basic transactions and tasks including but not limited to:
• Accepts and processes deposits, withdrawals, transfers, checking cashing, gift cards, money transfer remittances, and loan payment and advances. Processes these transactions accurately and efficiently with minimal errors.
• Ensures proper Member Identification (MIP) and Bank Secrecy (BSA) procedures are appropriately followed.
• Maintains proper cash levels and keeps cash secure at all times. Accurately balances cash drawers and cash recyclers, night drop depositories, and ATMs/ITMs. Report variations in accordance with credit union policy.
• Minimizes risk of losses, including cash differences and other controllable losses. Verifies transactions, monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Assists with safe deposit entries.
• Basic account maintenance including address or name changes, holds, stop pays, travel notifications, payroll deductions forms, ACH authorization forms, etc.
• Assists with the opening and closing of all depository accounts including but not limited to:
  Primary Share, Checking, Money Market, etc.
• Maintains confidentiality in respect to members' account.
• Completes required reports and records timely and accurately (including CTRs)
• Works together within a team environment to drive toward team success.
• Takes ownership and responsibility for decisions and actions made at the individual level.
• Responsible for maintaining current and accurate records of member referral tracking results.
• Balances member service and risk management in error resolutions.
• Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems.
• Resolves member complaints and error resolution in a timely and professional manner.
• Exercises good judgement while keeping the credit union's financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
• Reviews individual goals during periodic coaching sessions.

Generate New Business

• Proactively solicits new business through referrals and member engagement while strengthening and expanding existing member relationships.
• Develops a strong, value-added relationship with current and prospective members by engaging in conversations that uncover their current and future financial needs. Provides solutions to ensure the member feels understood, informed, and confident in the credit union and products or services offered.
• Maintains an intermediate knowledge of Associated Credit Union's products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
• Meets or exceeds personal and branch goals through member referrals and ensuring that member's requests and questions are promptly resolved and satisfied.
• Actively participates in marketing promotions and community opportunities.

Other Duties & Responsibilities

• Actively participate in branch huddles,…