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About the Role

The Universal Service Representative (USR) is a frontline advocate for members, contributing to their financial success and overall satisfaction. This retail service position is responsible for providing world-class member experience to both credit union members and co-workers through a variety of tasks.

Responsibilities

• Partner with individuals and businesses to open new memberships.
• Work with members through their consumer lending process from application to loan closing.
• Identify other financial goals that we may be able to support.
• Provide assistance to members in a compassionate manner to resolve issues and educate on financial success.
• Greet and interact with members in a friendly and professional manner, ensuring a world-class member experience.
• Service members promptly, accurately, and efficiently with account inquiries, loan requests, updates, troubleshooting, and transactions.
• Perform a variety of other functions including working in a drive-up station, opening and closing the branch, processing night drop or mail envelopes, assisting with ATM or ITM servicing and maintenance, check scanning, and ensuring MSR station supplies.
• Assist with new employee onboarding and training.
• Work closely with team members to meet branch goals and enhance member experience.
• Ensure all daily operations of a branch are completed.
• Accurately handle daily transactions, including deposits, withdrawals, payments, and transfers.
• Maintain up-to-date knowledge on all credit union products and services.
• Proactively identify, promote, explain, and cross-sell credit union products and services.
• Open new accounts and loans with a high level of proficiency.
• Ensure all account and loan documentation are gathered timely and reviewed for completion and accuracy.
• Complete account and loan checklists and QC’s in a timely manner.
• Adhere to all credit union policies, procedures, and regulatory requirements, including Anti-Money Laundering (AML) and Bank Secrecy Act (BSA) products.
• Assist other department staff as needed, respond to email and phone inquiries, file, fax, and mail information.
• Back-up other MSRs or FSRs.
• Assist the Branch/Department Manager and other department staff as needed.
• Maintain reliable and predictable attendance.
• Perform all other duties as assigned.

Requirements

• A high school diploma or equivalent is required.
• Minimum of one year banking and/or sales experience required.
• Experience working for a financial institution with responsibilities in account opening and lending preferred.
• Proficient use of calculator, keyboard, and Microsoft Office Suite required.
• Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities.

Skills

• Strong relationship building skills.
• Problem-solving skills.
• Ability to deliver exceptional service through proven and creative strategies.
• Ability to reach identified goals and objectives through individual initiative and team effort.
• Basic computer and math skills.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to troubleshoot issues.
• Ability to work independently and as part of a team.

Location

• Hoosick Falls

Work Type

• Full-time

Experience Level

• 1+ year banking and/or sales experience

Education Level

• High school diploma or equivalent

Salary/Compensations

• $26.00 per hour

Benefits

• Paid time off in addition to paid federal holidays
• Medical, dental, and vision benefits for employees working 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)
• Reimbursement each month for hobby (up to $25)
• Reimbursement each month for fresh local foods (up to $25 on a seasonal basis)

About the Company

• 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.

Equal Opportunity

• Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.