Member Service Representative/Teller

General Summary

The Universal Banker serves as a trusted resource and primary point of contact for Credit Union members, providing a full range of financial products and services to meet their personal and business needs. Responsibilities include processing daily transactions, opening and maintaining accounts, resolving member inquiries and issues, providing account information, and educating members on available products and services. The position builds and strengthens member relationships by identifying needs, making appropriate product recommendations and referrals, and supporting business development efforts. The Universal Banker maintains a thorough understanding of Credit Union products, services, policies, procedures, and applicable legal and regulatory requirements while consistently protecting member confidentiality and delivering exceptional member service.

Essential Functions

The essential functions of this position may include, but are not limited to:

• Greets and assists members and provides general banking services and information. Ensures confidentiality of all customer transactions. Provides exceptional customer service.
• Identifies and acts upon sales and business relationship opportunities.
• Provides exceptional service to existing or potential members in person, by mail or by telephone while adhering to credit union standards and policies. Builds member rapport in compliance with regulations and credit union guidelines.
• Actively seeks opportunities to sell and cross-sell banking products to include consumer/business loans, financial services and all ancillary services in response to customer needs.
• Responds to customer inquiries in a timely manner.
• Accurately processes the full array of deposit and loan transactions in a secure and confidential manner in compliance with credit union policy, practice and credit union regulations.
• Performs supporting account file maintenance and completion of mandatory forms.
• Completes end-of-day procedures and proof of assigned cash drawer. Maintains cash levels within prescribed limits.
• Completes various tasks including but not limited to filing, reporting, ATM, ECR/vault balancing, and cash dispenser maintenance.
• Open, onboard, maintain consumer and business accounts.
• Maintains knowledge of policies and procedures with respect to wire transfers, approving checks, and overrides.
• Provides customer assistance with new accounts, account options and error resolution.
• Assist members with safe deposit access. Ensures that security procedures are followed.
• Maintains complete knowledge of the credit union’s product offerings.
• Conducts loan application interviews; explains policies, terms, etc., reviews applications for completeness and accuracy. Closes loans in branch as necessary.
• Participates in onboarding and training of employees when appropriate.
• Understands and observes all Bank Secrecy Act requirements.
• Follows all security policies and use of security equipment.
• Attends mandatory training and completes online assignments for regulatory compliance as scheduled.
• Assists with preparing daily, weekly and monthly branch reports as required.
• Serves as a bank ambassador by participating in external bank-sponsored events and local networking and business development opportunities.
• Attend mandatory monthly branch meetings and quarterly retail round table branch meetings.
• Works a flexible schedule that includes extended Friday hours until 6:15 PM and rotating Saturday hours to support member service needs.
• Other duties may be assigned if necessary.

Other

• Must demonstrate a high degree of professionalism with positive and professional image and demeanor; Business professional attire required
• Commitment to team environment, member confidentiality and outstanding member service
• Dependability and flexibility with work hours and work assignments
• All candidates will be required to consent to and pass background screenings which may include
• Criminal and credit checks.
• Employees are responsible for complying with the Credit Union’s information security policies, procedures, and standards. This includes safeguarding member information, participating in required security awareness training, and reporting any suspected security incidents or vulnerabilities.