Universal Service Representative

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role

Universal Service Representatives (USRs) play an important role in the financial well-being of our members and keep our branches running smoothly. A USR may perform many duties throughout the day, including help a member with a withdrawal or deposit on the teller line, open a new account in an office environment, review a credit report with a member to help find them opportunities to save money and so much more! This unique role covers both the teller line and platform in the branch and also floats to other branch to help during staff shortages. As a USR, you have the opportunity to get to know our members in different environments and build valuable relationships.  

Universal Service Representative scheduling is: Monday-Friday 8:15am-5:15pm with two to three Saturdays a month from 8:45am-12:15pm.

Universal Service Representative Responsibilities

• Engage with members to guarantee a positive experience and develop strong member relationships.
• Complete transactions accurately to ensure a balanced drawer. 
• Remain flexible to work on the teller line or platform and travel to other branches as needed. 
• Look for opportunities to cross-sell products and services that would provide value and benefit to the members in addition to helping the branch meet overall sales goals.
• Help maintain the ATM and night depository as directed by the Teller Supervisor. 
• Deliver exceptional member service that coincides with the credit union’s established service standards. 
• Handle account maintenance and disputes as they arise. 
• Assist other branch team members with operational issues as needed and act accordingly when management is unavailable. 
• Greet members as they enter the building to create a welcoming and aware environment.
• Perform transactions in a professional manner to build member confidence and trust.
• Resolve service issues and answer member questions or refer members to another employee as appropriate to guarantee member satisfaction and retention.
• Act as a first line of defense against member fraud by reporting suspicious or irregular activity and educating our members on account security.
• Perform other duties as requested to ensure efficient workflow in the branch. 

Universal Service Representative Expectations

• Possess knowledge of all credit union products and services and be able to communicate features and benefits to the members. 
• Be aware of credit union marketing efforts. 
• Bring positivity and enthusiasm to work every day.
• Meet or exceed individual goals and assist in the attainment of branch goals. 
• Adapt a work ethic that is aligned with GPO’s mission and keeps our member service at the forefront.
• Follow policies and procedures and abide by ethical standards as outlined in our Personnel Policy. 
• Hold yourself accountable for the promises you make and the actions you take.
• Complete training as assigned and continually search for opportunities to enhance one’s ability and knowledge.
• Effectively communicate with fellow employees and branch management while maintaining a professional and courteous demeanor.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.
• Help create a positive image of your branch by playing an active role in your branch community.

Universal Service Representative Qualifications

• A high-school diploma or a GED.
• Willingness to promote credit union products and services.
• A minimum of 3-5 years of customer service or call center experience. 
• Ability to work well with others, possess good communication skills, ability to multi-task, and work independently.
• Eligible for MLO licensing
• Must possess a notary public license or obtain the license within 6 months of hire
• Proficient in the use of computers and various software programs

Universal Service Representative Physical Demands

• Sitting for prolonged periods of time
• Frequent computer usage and screen time
• Frequent typing and usage of fine motor skills

GPO’s Benefits Package Includes:

• Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions
• Competitive Salaries, Annual Raises and Incentives
• Low Cost Medical, Dental, & Vision Insurance
• Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays

Actual compensation rate will be determined based on relevant experience.