Universal Service Representative

Benefits

• 401(k)
• Bonus based on performance
• Health insurance
• 401(k) matching
• Competitive salary
• Dental insurance
• Paid time off
• Profit sharing
• Tuition assistance
• Vision insurance

This position will perform a broad variety of member service functions with accuracy and in a timely manner, to include teller and lending transactions. These functions may include, but are not limited to, cash handling, account maintenance, opening new accounts, offering ancillary products on loans and operating an ITM (Interactive Teller Machine). This position will be based in a central location and will occasionally rotate to assist in surrounding branch locations as needed.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Creates, maintains and enhances member relationships, ensuring an exceptional member experience.
• Maintains in-depth knowledge of Credit Union products, services, policies and applicable regulations.
• Effectively interview members and potential members 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 ATM cards, Debit cards and Credit Cards.
• Identifies needs, develops financial relationships, and consistently provides members with opportunities for appropriate loan and deposit products and services.
• Maintain and balance a cash drawer, adhering to Credit Union policies and procedures.
• Prepares and evaluates information which reflects the current creditworthiness 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.
• Ensures that lending operations are conducted in accordance with established Credit Union policies and are legally compliant. Ensures that loan requests are properly documented.
• 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 members by providing services in an expeditious and courteous manner. Understands that educating our members 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 our mission and goals. Strives to meet individual goals by effectively cross selling products and services.
• Resolves member problems independently and escalates more complex problems or situations to a higher authority for appropriate resolution.

When operating the ITM, the Member Relationship Specialist is responsible for the day to day operations of the ITM up to and including the basic role of teller with some exceptions and differences. Not all teller duties are functional at the ITM. This job duty is based on video interaction, which requires being comfortable, professional and friendly on camera with customers.

Responsibilities while at the ITM include, but are not limited to:

• Providing teller assistance to customers and enhances customers interactive banking experience via video technology.
• Projects good customer relations while conveying a positive banking/customer service…