Universal Service Support Representative

Job Description

Job Description

Summary

Serve as a liaison between our membership and the credit union. Provide member service by phone or in person, as well as information on the full range of credit union products and services. Open accounts for members, professionally handle member’s daily inquiries/needs. Assist with complaints, while troubleshooting issues, to provide members with resolutions. Perform transactional duties; maintain accurate transactional records all with a high-level degree of accuracy.

Responsibilities

• Greet and answer calls warmly, provide full and complete name at the beginning and end of each call.
• Handle member’s inquiries and/or complaints; satisfactorily and professionally; via telephone, in person, email, mail, live chat and/or social media.
• Route calls to appropriate resource, identify and escalate priority issues.
• Research required information using available resources.
• Troubleshoot and suggest solutions when a product or service has a malfunction.
• Enter new customer information into system. Update and verify existing member information through each call.
• Complete/handle all escalations within Cu-Scripter, in the expected time range.
• Process & open new membership applications
• Check withdrawals
• Transfers, Payments
• Promote, explain and cross sell credit union products and services such as: consumer loans, rates, certificate of deposit rates, safe deposit boxes, functions and limits for debit and ATM cards, online banking products and services, gift and reloadable cards and movie tickets.
• Set up New Consumer and Business Accounts and provide members with all necessary information for membership. Service existing accounts: identify and promote products and services that would best meet their financial needs.
• Process all types of consumer loans, e.g., personal, auto, overdraft, business and secured loans.
• Provide basic mortgage information to members and submit mortgage applications through the Greater Alliance web site.

Have the availability to:

• Assist sister branches for in person member service.
• Maintain an up-to-date and comprehensive knowledge and understanding of all credit union products and services that are handled or promoted by the credit union. In addition to also maintain an up-to-date understanding of credit union policy, procedures, rules, and regulations
• Other duties as assigned.

Qualifications

• 1year to 4 years of experience in cash handling, customer service, retail, or financial field role (we’re open to related backgrounds!).
• A high school diploma or GED.
• A friendly, reliable, and detail-oriented mindset.
• Comfort using computers and learning new systems.
• Must be fluent in Spanish.

Competencies

• Accuracy & Accountability – Take pride in keeping things balanced and getting the details right.
• Willingness to Learn: No advanced financial knowledge required, just an interest in understanding how credit unions work and a desire to grow in the role.
• Member Service Focus – Genuinely enjoy “People helping People” and creating a positive and memorable experience, through every interaction.
• Professionalism – Conduct yourself in a professional and respectful manner. While maintaining a sharp/professional appearance and represent the Credit Union well.
• Reliability – Dependable and ready to contribute every day.
• Integrity & Compliance – Follow policies with care and uphold trust in all interactions.

We offer a competitive salary and comprehensive benefits package to all our full-time employees, including:

• Life/ AD&D/ Long Term Disability Insurance
• Medical/Dental/Vision Insurance
• Aflac
• 401K
• Flexible Spending Accounts
• Paid Time Off
• Gym Reimbursement Program
• Bonuses

To apply please submit a copy of your resume!

Greater Alliance Federal Credit Union is an Equal Opportunity Employer