Mission Federal Credit Union
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Universal Services Representative (USR) II
at Mission Federal Credit Union
Responsible for accurately, efficiently and ethically performing all teller transactions and account operations to existing members accounts, opening new accounts, and processing and funding all consumer loan applications. Maintains quality service standards set by the organization to ensure a positive experience for the member. Enhances existing and potential member relationships through sales that are beneficial to members and Mission Fed by using the approved sales model.
Service and Sales:
Proactively acknowledges all members as they enter the branch.
Accurately processes routine member account transactions including, but not limited to: deposits, withdrawals, loan payments, account transfers, wire transfers, official checks, gift cards, cash advances, and general ledger postings.
Actively works on the platform opening new accounts, new shares for existing members, and processing and funding all consumer loan applications. This includes interviewing potential and existing members to determine appropriate products and services which will meet their financial needs.
Performs appropriate follow-up calls to new members to ensure member satisfaction and cross-sells additional products and services that meet the members needs.
Effectively demonstrates the various delivery services available to members, both in the branch and via remote channels. This includes, but is not limited to: Debit, ATM and Credit cards, Mission Link (including Bill Payment service), MissionLine, Missions website and Mobile Banking.
Answers and resolves member inquiries on issues related to their account as necessary. Conducts research on member accounts, as necessary or requested.
Actively cross-sells and properly tracks products and services referred or sold to members to meet individual and branch sales goals by directly assisting or referring the member to the appropriate representative or department according to the minimum sales standards set by Mission Fed.
Effectively models Mission Feds established service standards at all times, striving to handle each encounter in a seamless manner to ensure a positive experience for the member, including asking for the business on every cross-sell opportunity.
Actively participates in the team sales programs, contests, branch and organizational meetings, community events and business development activities as organized by the Branch or Mission Fed.
Serves as a mentor to Tellers and USR Is, sharing best practices for sales and service.
Operations and Training:
Balances checks and cash drawer in a timely manner.Actively participates in branch end-of-day balancing by scanning checks, providing dual control to balance the vault cash and card supplies, and totaling branch cash and checking to ensure all confidential information is secure.Researches end of day balancing challenges and supports team members.
Prepares documentation for new accounts and consumer loans in adherence to regulatory requirements and Credit Union policy/procedures.
Ensures all protection and security measures are adhered to so that member and company assets are protected.
Participates in community events and business development activities as organized by the branch or Mission Fed.
Maintains up-to-date knowledge of all Mission Fed products and services, referring forward for those products not within the scope for their position.
Maintains in-depth knowledge of and complies with all Mission Fed, departmental and security policies and procedures, as well as, federal regulations applicable to the position, including BSA requirements. Completes all required compliance training as assigned.
Performs other duties as assigned by management.
Education: High School Diploma, G.E.D., or equivalent is required.
Experience: A minimum of 18 months of financial institution experience with a strong emphasis on accurate cash handling, demonstrated proactive sales and basic computer skills is required. A minimum of 6 months of demonstrated experience opening new accounts is also required. Experience processing consumer loans is preferred.
Skills & Abilities:
Ability to shift priorities to meet the changing needs of the branch and its members, while providing prompt, professional and accurate assistance to internal and external members.
Strong human relations, listening, verbal and written communication, time management and organizational skills and the demonstrated ability to actively cross-sell products & services are required.
Must have a professional appearance and demeanor.
Able to maintain the confidentiality of member information.
- Must demonstrate the ability to multi-task and prioritize workflow.
Software: Microsoft Office Suite and Internet are required. Symitar is preferred.
PHYSICAL DEMANDS/WORKING CONDITIONS:
Constant repetitive use of the hand involving simple grasping.
Frequent sitting, bending of the waist, and repetitive use of the hand involving reaching below shoulder level.
- Occasional walking, standing, bending of the neck, squatting, kneeling, twisting (neck & waist), repetitive motion of the hand involving power grasping, fine manipulation, pushing & pulling, and reaching above shoulder level, lifting and carrying (0-30 lbs.).
**Critical features of this job are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.**