Universal Service Representative (Floating USR)

REPORTS TO : Vice President of Account Services

SUMMARY / OBJECTIVE

This position will perform a broad variety of account service functions with accuracy and in a timely manner, to include teller, account opening / maintenance and refer lending transactions to our centralized lending team.

These functions may include, but are not limited to, cash handling, account maintenance, opening new accounts and offering ancillary products.

In addition, training for virtual member services may be required. This position will be based in Hattiesburg and will provide coverage to all of Sunbelt’s Branch locations to cover staffing needs.

Mileage will be paid for travel outside of Hattiesburg.

Supervisory Responsibilities

None

Essential Functions

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

• Creates, maintains, and enhances account holder relationships, ensuring an exceptional experience.
• Maintains in-depth knowledge of Credit Union products, services, policies, and applicable regulations.
• Effectively interview account holders and potential account holders 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 Debit and Credit Cards.

• Identifies needs, develops financial relationships, and consistently provides account holders with opportunities for appropriate loan and deposit products and services.
• USR’s are required to rotate within the branch they are assigned to work our concierge station and maintain and balance a cash drawer as needed, adhering to Credit Union policies and procedures.
• Refers all loan inquiries to the centralized lending department while the member is present. This may be via connecting the member to that department via phone or branch workstation.

• Occasionally will close loans for account holders if e-Documents are not an available option.
• Effectively cross-sells account, consumer loan and mortgage loan products, which may be referred to more experienced member service staff.
• 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 account holders by providing services in an expeditious and courteous manner.

Understands that educating our account holders 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 out mission and goals.

Strives to meet individual goals by effectively cross selling products and services.

Resolves account holder problems independently and escalates more complex problems or situations to the team that can assist the account holder with the issue.

Also ensures that the escalation is entered in to the Notebook with detailed information of the account holder’s issue and the best way to contact the account hold when a resolution is found.

Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and / or abilities required.

• Fluency in English required.
• Excellent customer service and interpersonal skills.
• Effective communication skills with the ability to multi-task while maintaining attention to detail and operating several computer programs to ensure transaction integrity.
• Knowledge of, or the ability to quickly learn banking software applications.
• Working knowledge of SFCU’s products, services, policies, and procedures.
• Understanding of federal laws and regulations that govern financial institutions.
• Basic understanding of computer applications and software
• Must possess strong basic math skills, accuracy, and attention to detail

Education :

High School Graduate or Equivalent (GED).

Position Type / Expected Hours of Work

This is a full-time position. Shifts may change or rotate, with sufficient notice, according to business needs.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to finger, handle, feel or grasp;

reach with hands and arms; and talk or hear. The employee is frequently required to kneel, crouch, or stoop. The employee is occasionally required to lift and / or move 25-50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

Employment Requirements

All applicants must meet the certain conditions of employment to be eligible for employment at Sunbelt Federal Credit Union :

• U.S. Citizenship
• Successfully passing a drug test for illegal drugs
• Successfully passing a background investigation

Benefits Offered

• 401K, With employee match and profit shares.
• Dental & Vision
• Company provided Medical, Life, Short Term Disability and Long-Term Disability
• Paid Holidays
• Employee Education Assistance Program (Tuition Reimbursement).
• 16 Days of PTO (Paid time off) that begins accruing day one. (usable after 90 days)
• Employee Assistance Program (EAP)

DECLARATION

This job description is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice. Sunbelt FCU is an Equal Opportunity Employer.

Last updated : 2024-05-17