Reports to Member Relationship Manager

Summary
The primary responsibilities of a Universal Associate I is to expand member relationships by identifying and meeting members’ needs by effectively cross-selling all Credit Union products and services. Build relationships with our members, engage members, and educate them about products and services. Maintain branch surroundings that reflect the Credit Union’s commitment to providing a friendly, respectful, courteous, and professional business environment for all Credit Union members. Contribute to efficient Credit Union operations by performing duties accurately and in a timely manner.

Essential Functions

• Greet and welcome members and visitors to the Credit Union in a professional manner. Represent the Credit Union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union products or policies. Actively cross-sell additional appropriate services, including loan, deposit, and fee income products and services, in person, over the phone, and in writing.
• Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine share drafts/checks for proper endorsement, and accurately enter deposits into computer records.
• Process withdrawals from accounts, verify amounts and enter withdrawals into the system accurately. Cash share drafts/checks from a variety of accounts upon proper verification according to Credit Union policies and procedures.
• Prepare, update, and maintain monthly sales reports which include loans, payment protection, GAP & MBP, and Certificate Audit report. Prepare other reports as requested by Management.
• Process member mail transactions.
• Act as a leader in sales, product knowledge, member resolution, and work ethic. Skillfully handle and resolve difficult situations for member satisfaction within appropriate guidelines and procedures. Enlist management in successful member resolution, if necessary.
• Place hold on accounts for uncollected funds.
• Count, check, and package coins and currency.
• Sell, promote, cross-sell Credit Union products and services such as consumer and mortgage loans, IRAs, certificates, debit and credit cards, online banking, gift and travel cards, cashier’s checks, and money orders.
• Answer telephone to assist members with questions or concerns about their accounts.
• Check night depository bags and record the proper information to Credit Union procedures.
• Balance cash drawer at the end of shift and compare totaled amount to a computer-generated proof sheet. Research and resolve discrepancies. Report any discrepancies to the supervisor as necessary. May help other tellers research and resolve discrepancies.
• Ensure that the MSR station is properly stocked with forms, supplies, brochures, etc.
• Receive mortgage, consumer loan, and other payments and ensure the payments match balances due. Enter payments into the computer.
• Report malfunctions of teller terminals and other equipment used at the MSR station to supervisor.
• May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service and information.
• Respond to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance. May handle more complex questions and problems for other Member Service Representatives.
• Open new memberships and accounts. Set up new account files and provide members with all necessary information for membership.
• Conduct orientation interviews on Credit Union products, services, and programs with each new credit union member.
• Service existing accounts, including changing/updating addresses and phone numbers, and adding/removing legal owners. Place check orders for members.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Perform Shared Branching transactions for members and non-members.
• Accept loan applications from members. Deliver applications and accompanying documents to a loan officer for processing. Book approved loans.
• Assist members with wire transactions.
• May assist with vault duties which include preparing and forwarding the order for cash to our courier service provider and Accounting Department, verify cash received, fill MSR cash orders, maintain full vault security, and balance vault cash nightly, as assigned.
• Promote Credit Union products and services based on member needs that are obtained from member interviews and/or review of member’s account. Actively cross-sell products.
• Maintain up-to-date and comprehensive knowledge on all Credit Union products and services sufficient to identify and assist with member and prospect needs; conduct sales/service dialogue with current and potential members.
• Maintain up-to-date and comprehensive knowledge of all related policies and procedures, rules, and regulations.
• Research accounts for deposits, withdrawals, and loan-payment discrepancies.
• Assist members in balancing their accounts.
• Assist members in opening IRA accounts. Perform IRA transactions such as withdrawals, contributions, beneficiary designations, and payment elections. Complete proper paperwork in IRA Direct/Ascensus.
• Successful completion of in-house training programs within one year, or other established time frame, of accepting the position.

Education and Experience

• High school diploma or equivalent.
• Two or more years of teller and/or member service experience is desired.

Other Skills and Abilities

• Excellent interpersonal, communication, and presentation skills.
• Strong organizational and time management skills.
• Ability to interact positively, professionally, and confidently with all employees and members.

Work Environment

• While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.
• Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds, including heavy bags of coin when performing vault teller duties.

Travel
Ability to travel to other worksites on an as-need basis.
Work Location:

• Multiple locations

Work Remotely

• No

Job Types: Full-time, Part-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• related: 2 years (Preferred)

Work Location: In person