Universal Service Rep

We are seeking a dedicated team player to join our Ludlow branch as a Universal Service Representative (USR). The ideal candidate will:

• Have strong relationship building skills to position themself as a trusted resource for members and teammates
• Be a problem solver extraordinaire who will consistently work to deliver exceptional service through proven and creative strategies
• Strive to reach identified goals and objectives through strong individual initiative and collaborative team effort

In this role, you will be the frontline advocate for our members, contributing to their financial success and overall satisfaction. The USR is a retail service position that is responsible for providing world class member experience to both credit union members and co-workers. This will be achieved through a variety of tasks including:

• Partnering with individuals and businesses in the community to open new memberships
• Working with members through their consumer lending process from application to loan closing, and identifying other financial goals that we may be able to support
• Providing assistance to members in a compassionate manner in order to provide resolutions to more in-depth issues, as well as education on how to achieve better financial success in the future

• Heritage Family Credit Union is a dynamic and member‑centric organization committed to making a positive impact on the lives of our members. We believe in delivering not just financial services but fostering meaningful relationships that enhance the overall well‑being of our members and communities. With a focus on education, integrity, and community, we strive to be the preferred financial partner for our community.
• Benefits Include:
  • Paid time off in addition to paid federal holidays
  • Medical, dental, and vision benefits to employees who regularly work 24+ hours a week
  • 401k match
  • Ongoing training opportunities
  • 8 hours of volunteer time with an organization important to you
  • Reimbursement each month for Gym membership (up to $25), hobby reimbursement (up to $25) and fresh local foods (up to $25 on a seasonal basis)

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

The Universal Service Representative is a retail service position that is responsible for providing world class member experience to both credit union members and co‑workers. This position performs a broad variety of financial service functions to serve members promptly and professionally while representing the credit union in a friendly, courteous, and professional manner and transacting with a high degree of accuracy.

In addition to demonstrating a high level of proficiency, duties also include cross‑selling products appropriate to members’ needs and providing installment and revolving consumer loans. Address member questions regarding products and services and perform a variety of account maintenance duties.

• Greet and interact with members in a friendly and professional manner, ensuring a world class member experience during every interaction. Service members promptly, accurately and efficiently with account inquiries, loan requests, updates, troubleshooting, transactions including deposits, withdrawals, loan payments, transfers, and more.
• Perform a variety of other functions including but not limited to, working in a drive‑up station, opening and closing the branch, disarming and arming alarms, processing night drop or mail envelopes, assisting with ATM or ITM servicing and maintenance, check scanning, and ensuring MSR station has supplies, is organized and cleanly.
• Assist with new employee onboarding and training when necessary. Work closely with other team members to meet branch goals, enhance the overall member experience and ensure all daily operations of a branch are completed.
• Accurately handle daily transactions, including deposits, withdrawals, payments, and transfers.
• Maintain an up‑to‑date and comprehensive…