Universal Associate

Role Summary:

The Universal Associate serves as the primary point of contact for members, delivering exceptional service and building strong financial relationships. This role combines teller operations, member service, and sales responsibilities to provide comprehensive financial solutions through meaningful member interactions. The Universal Associate accurately processes financial transactions, assesses member needs, educates members on products and services, and supports branch growth and performance goals. The Universal Associate supports branch goals by enhancing the member experience, promoting financial well-being, and strengthening member loyalty.

Essential Duties & Responsibilities:

• Resolve member concerns promptly with professionalism and empathy.


• Educate members on digital banking services, self-service tools, and financial wellness resources.


• Accurately process deposits, withdrawals, loan payments, transfers, cash advances, and other financial transactions.


• Balance cash drawer daily and maintain established cash limits.


• Verify member identity and adhere to all security procedures and regulatory requirements.


• Process official checks, money orders, wire requests, and other account-related services.


• Maintain transaction accuracy and minimize operational risk.


• Conduct needs-based conversations to identify and recommend appropriate products and services.


• Promote and cross-sell deposit accounts, loans, credit cards, digital banking services, and other credit union products.


• Generate referrals to mortgage, investment, business services, and lending specialists.


• Meet or exceed individual and branch sales, service, and referral goals.


• Participate in outbound member outreach and follow-up activities.


• Open and maintain consumer deposit accounts.


• Assist members with account maintenance, debit cards, online banking enrollment, and account documentation.


• Explain account features, fees, disclosures, and membership benefits.


• Support branch operational goals, service standards, and team initiatives.


• Participate in training, professional development, and branch meetings.


• Other job duties as assigned.

Qualifications/Experience: 

• Education: A high school education or GED.


• Experience: Minimum of one year of customer service experience; cash handling required. Sales or relationship-building experience preferred.

Other Skills:

• Strong verbal and written communication skills.


• Ability to foster relationships and influence others. 


• Ability to manage multiple priorities in a fast-paced environment.


• Excellent interpersonal, problem-solving, and member service skills.


• Proficiency with computer systems and Microsoft Office applications.

Physical Requirements: Ability to lift 30 pounds.