Digital Universal Service Representative

Overview

The Digital Universal Services Representative (DUSR) is responsible for processing a variety of transactions and services in person and through video sessions, including: cash and check transactions, opening new memberships and processing/funding consumer loans. Assures members are serviced in a timely manner while developing rapport conducting consultative sessions through a variety of in-person and digital channels. Provides exceptional member service and meets production benchmarks by assisting members directly or business partner referrals.

Responsibilities

General Responsibilities/Requirements• Strong knowledge of BluPeak loans, deposit products and services.• Demonstrate knowledge of current technology (Example: Microsoft 360, Financial Services transactional software, loan-processing software, Outlook).• Ability to navigate multiple systems and tasks concurrently.• Flexibility as position requires a varying schedule meeting business needs.• Adhere to balancing standards and fraud controls.• Adaptable to a changing work environment.• Maintain confidentiality and security by ensuring all sensitive information is secured.• Follow-up with members in a prompt, accurate and courteous manner.• Meets production benchmarks as established by your Branch Manager.• Actively participates in all assigned training classes and meetings to enhance your specific job skills and financial industry knowledge.

Video Technology Service• Provide undistracted member sessions at the highest service level.• Comfortable on camera while maintaining a friendly and professional appearance.• Strong written and verbal skills interacting with members via e-mail and chat.• Assist members with additional service needs including online and mobile banking, ACH and bill-pay.

Branch Service• Conduct consultative conversations identifying opportunities for the member to reach their financial goals.• Member outreach via phone and e-mail.• Maintain a calendar ensuring member appointments are scheduled and kept.• Answers branch phone to assist member inquires.• Perform a variety of file maintenance duties.

Member Engagement• Identifies opportunities to enhance members financial picture.• Refers members to business partners specifically Investment Services and Home Loan departments.• Establishes the appropriate membership accounts based upon a conversation with the member.• Ask for referrals and actively sell key products.• Maintain individual production tracking tools and reports.• Adhere to the BluPeak member outreach guidelines.• Advise member when identifying ways they can enhance their financial picture.• Prospect for new member relationships.

Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.

Qualifications

• High school diploma or general education degree (GED); and three or more years related banking positions required.
• Three years sales/customer service experience required.
• Video conferencing experience preferred.
• Knowledge of how to trouble shoot and resolve problems.
• To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, Interactive Teller hardware and Software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.
• To perform this job, the employee must possess strong interpersonal skills, excellent phone, video and e-mail etiquette, a professional presentation, and a high degree of personal initiative.
• Must be able to work branch operational and ITM hours to include weekends, and to work early mornings and nights. Hours range between 7 am – 6 pm M-Sat.

BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Employment may be contingent upon BluPeak Credit Union’s receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and providing reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

PM17

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Salary : $24 - $27