Summary:

The position of Universal Service Representative II is responsible for supporting the Branch Manager and Assistant Branch Manager by ensuring operational and sales activities run efficiently for members and staff. The Universal Service Representative II procures business for the branch by maintaining member relationships and referring members to the appropriate products and services. This position is required to be proficient and skilled in the areas of new accounts, teller and vault transactions, branch operations, and is expected to provide support and guidance to less experienced staff members. The Universal Service Representative II may be assigned supervisory responsibilities in the absence of management. This position will also remain current on all laws, rules and regulations including the Bank Secrecy Act (BSA) and Customer Identification Program (CIP) programs and processes.

Essential Duties and Responsibilities:

1. Provide service and sales support to all assigned areas of the branch.
2. Receive and process deposits, withdrawals, transfers, cashier check requests, cash advances and loan payments.
3. Make decisions regarding the opening of new membership accounts and responds to requests for information pertaining to memberships, products, services, and consumer loans.
4. Promote Credit Union products and services.
5. Interview loan applicants and ensure accuracy of consumer loan applications as authorized and approved by underwriting and/or Credit Committee prior to funding and disbursing.
6. Participate in assuring quality control in regard to audits and certifications.
7. Discuss options available to members for real estate inquiries. Take applications through our mortgage LOS, act as liaison for members to ensure smooth transaction for all phases of loan process up to funding.
8. Performs lead duties including reviewing work for accuracy and completeness, assisting others in resolving problems, approving transactions within authority levels, training others in branch operations and sales, and opening and closing the branch.
9. Assists in preparing and processing incoming and outgoing cash shipments, balancing teller differences, and balancing branch cash totals.
10. Process requests to increase scheduled loan payments and collection payments.
11. Complete and maintain monthly sales logs and reports.
12. Meet outlined goals and objectives established for cross-sell on new memberships & consumer loan funding. Adhere to outlined error ratios on funded loans and memberships.
13. Meet and maintain established ancillary goals i.e. GAP, MBP, and Debt Protection.
14. Provide staff support at other branch locations.
15. Ensure compliance with all processes pertaining to BSA, CIP, lending, and REG E programs.
16. Perform other duties assigned.

Position Requirements and Qualifications:

1. High school diploma or equivalent plus a minimum of three (3) or more years of related experience and/or training in a financial institution performing a full range of teller, new account, loan, and operations functions.
2. Requires demonstrated leadership skills and the ability to train, support and motivate peers.
3. Requires strong sales, and service skills.
4. Preferred knowledge of mortgage lending practices and policies.
5. Professional and effective oral, written, and interpersonal skills.
6. Register with the Nationwide Mortgage Licensing System and Registry (NMLS). Will be required to undergo a background check. Registration with the NMLS to be maintained on an annual basis.
7. Must be eligible to become an individual endorsee under the business entity license of Wheelhouse Credit Union held with the California Department of Insurance. Will be required to complete an individual application for insurance and an affidavit of training and knowledge.
8. Ability to address problems and situations by utilizing procedures and other resources within the organization.
9. Proficiency with Microsoft Office products and on-line computer core processing system.
10. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
11. Effective time management skills.
12. Ability to work with minimal supervision while performing duties.
13. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.
14. Support Business Development at onsite events and/or Marketing efforts within the community.

Job descriptions are not intended to be and should not be construed to be a complete list of all duties and responsibilities performed by incumbents, nor do they constitute an employment contract. Duties, responsibilities, and expectations may be added, deleted, or changed at any time at management’s discretion. Further, job descriptions do not represent a complete list of all the performance expectations and characteristics of individuals required to perform a job adequately.