Universal Service Representative II

Joining Usf Federal Credit Union

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members' financial journey.
• Has been recognized with awards such as the "Sterling Governor's Award for Excellence" and League of Southern Credit Unions & Affiliates "Credit Union of the Year".
• Has a culture of engagement, growth, process improvement and community volunteerism.

What's in it for you:

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
• Employee Assistance Program
• Undergraduate and Graduate Tuition Reimbursement
• In-depth New Employee Orientation showcasing Credit Union Values and Vision
• A Think Big culture dedicated to performance excellence and continual growth

Position Summary

Universal Service Representative II position

The Universal Service Representative II (USR II) performs teller and member service functions, including transactions, account opening, debit card issuance, lending, and account maintenance. This role requires independent work under general supervision, adherence to policies and regulations and commitment to delivering exceptional member experience.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily and under general supervision but working independently, in compliance with established policies, procedures and regulations.

Is accountable for the accuracy and completeness of all member transactions. Ensures they are recorded and entered accurately within all internal systems. Applies the proper telephone etiquette to satisfy various member situations. Follows appropriate workflow to meet quality expectations on all member interactions. Provides members with professional service and assures that all members, staff and visitors are treated with consideration and respect. Must be capable of working the agreed shifts in the Branches. Schedule may change with very little advance notice. This position requires considerable travel, which may include leaving one branch and traveling to another branch in one business day. Physical activities include a combination of constant sitting, constant hand motion and occasional standing/walking. These activities are not necessarily performed to the same degree and combination every day and must be capable of lifting 10 pounds.

Essential Functions Include

• Member Service Excellence: Build and maintain professional relationships with members, resolve member issues and ensure satisfaction. Use proper telephone etiquette to satisfy various member situations. This is measured through continued growth and retention of loans and deposits, and the acquisition of new member relationships.
• Receives and processes member financial transactions with accuracy, including deposits, withdrawals and loan payments; provides money orders, official checks and cash advances. Processes ATM/Debit card order, direct deposit, wire transfers, stop payments and check orders.
• Open and close all types of new accounts. Process new accounts from start to finish meeting quality control standards.
• Troubleshoots ATM, Credit and debit card products. Processes both fraud and disputed transactions.
• Conduct loan interviews, complete loan applications, gather needed documentation, process, close and funds loans while meeting quality control standards. Obtain a NMLS number to be able to conduct mortgage and home equity interviews, complete loan applications, gather needed documentation, and close loans.
• Make outbound calls to proactively meet members' financial needs and develop increased member engagement.
• Meet or exceed sales targets through recommending and cross-selling products and services (checking, money market, certificates, loan products, e-services, referrals etc.) that deepen member relationships.
• Stay current on required training courses.
• Adheres to all compliance and regulations. Follows Red Flag procedures, OFAC procedures, and properly identifies members using CIP.
• May travel to multiple branch locations as needed.

Reports to: Branch Manager or Assistant Branch Manager

Manages: This role does not have supervisory responsibilities

Required Education and Experience:

• High School Diploma or education equivalent to High School Diploma
• Minimum 2-3 years of related experience.

Additional Skills:

• Experience with Microsoft Word, Power Point, Excel and Outlook.
• Strong oral and written communication skills are essential to the position.
• Ability to effectively deal with people under adverse and stressful conditions.
• Must be a Notary or be able to become one upon employment.
• Bilingual Preferred
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

Work Environment: This job operates in an office setting and routinely uses standard office equipment.

Physical Requirements: Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10lbs of force occasionally to life, carry, push, pull, or move objects.

Position Type/Expected Hours of Work: Full-Time/40 hours per week

Classification: Non-Exempt

Other Duties: Please note this job description is not a comprehensive list of activities, duties or responsibilities that are required in this position. Duties, responsibilities and activities may change at any time with or without notice.

About Us: For 60 years, USF FCU has experienced rapid growth and is dedicated to delivering financial solutions to improve our members' lives. Our success is thrilling, but our core values of excellence, passion, innovation, community, and collaboration mean our relationships with our members and our employees will always be our top priority! We have grown to over 60,000 members and $800+ million in assets, robust online and mobile banking, 6 branch locations and thousands of shared branches and fee-free ATMs nationwide.

Our vision is to be the most influential partner in each member's financial journey.

Our mission is to deliver financial solutions to improve members' lives.