Universal Service Representative

About this Position: 

Responsible for performing a broad variety of cash handling, member service and branch support activities within established policies and guidelines in a prompt, courteous, enthusiastic, and professional manner. Serves as the primary point of contact for other branches, handling incoming calls and inquiries in a call center capacity. Provides a single source for most of the financial needs of Credit Union members. Maintains knowledge of all branch functions including but not limited to; tellering, card services, new accounts, and lending.

What You'll Do:

CASH HANDLING RESPONSIBILITES:

• Represents the Credit Union in a courteous and professional manner.
• Perform routine member cash transactions including deposits, withdrawals, credit card cash advances, payments, transfers, check cashing, cashiers’ checks, and money orders in person or by mail.
• Verify member ID; examine checks for endorsement and negotiability, monitor deposit amounts and examine documents for endorsement and negotiability. Detect and resolve discrepancies promptly.
• Balance cash drawer at the end of the day within allotted time frame.

NEW ACCOUNT/ CALL CENTER RESPONSIBILITIES:

• Receive member phone calls and meet with members to assist with inquiries and questions and ensure that they are promptly resolved, direct unanswerable questions to appropriate department. Explain member services that are available at the credit union including eligibility for membership, types of available accounts, interest and dividend rates, and other related services.
• Open new memberships and sub-accounts, new check orders, plastic card requests and send out applications when inquiries are received.
• Perform file maintenance and account changes as needed including name and address changes and updating signature cards.
• Receive and process changes of names, addresses and other such account information as needed.
• Process IRA contributions, withdrawals, rollovers and direct transfers.

LENDING RESPONSIBILITES:

• Answer questions regarding the loan process and services. Review loan applications with members; check completeness and accuracy of forms. Review credit reports.
• Assist members with information as to the status of pending loans and the approval or rejection of loans.
• Complete forms for implementing loan applications on both direct and indirect loans; conduct loan interviews; obtain information on collateral, including obtaining necessary insurance coverage or loss payee endorsement, credit information and other pertinent data as it relates to the lending operation for both primary borrowers and co-makers; secure proper signature and witnesses on documents; verify signatures and identification.
• Assist members with information as to the status of pending loans and the approval or rejection of loans.
• Explain reasons for denial and explore options for members when loans are denied.
• Resolve member complaints involving loan decisions or errors on their accounts.
• Provide guidance and training for new USR’s.
• Perform related clerical and administrative duties as needed including processing of miscellaneous loan documents and other correspondence.

ADDITIONAL RESPONSIBILITIES:

• Complete all relevant BSA (Bank Secrecy Act) training pertinent to role and demonstrate strict adherence to BSA policies and procedure.
• Ensures the Credit Union’s quality reputation is maintained and projected.
• Maintains privacy of member account information.
• Assists area personnel as required.
• Keeps supervisor informed of area activities and of any significant problems or concerns.
• Completes required reports and records accurately and promptly.
• Attends meetings as required.
• Cross sells Credit Union products and services.
• Assists with maintenance and general housekeeping of the building, grounds, work areas, desks, and equipment, including snow and ice removal.
• Other duties as assigned.

What you'll Bring:

• High School graduate or equivalent required.
• Knowledge of credit union products and services.
• Cash handling and customer service experience is strongly preferred.
• Strong problem-solving skills with the ability to analyze and provide solutions using good judgement.
• Excellent verbal, written, and interpersonal communication skills with the ability to exhibit a pleasant disposition under all circumstances.
• Good working knowledge of word processing software, spreadsheet software, email software, use of the internet and ability to learn internal software. 

What you'll Get: 

USR (Universal Service Representative) Positions Available:  1 Full-Time.

Full-Time Benefits:

• Weekly Pay
• Comprehensive Insurance: Company-paid health, dental, and vision coverage for you and eligible spouse/dependents (available after 90 days of employment)
• 401(k) Retirement Plan: Prepare for the future with our 401(k) plan (eligibility after 90 days of employment)
• Paid Time Off: Includes vacation, sick leave, and company-paid holidays
• Wellness Reimbursement: Up to $30 per month for local community events, approved educational events, or conferences
• Tuition Reimbursement: Available after one year of employment

Please note that this position may require a travel commitment for the first 5 weeks for training purposes. Candidates should be prepared to travel as needed during this initial training period.If you have any questions, please feel free to reach out to HR@wolverinescu.com.

About Us:

Wolverine State Credit Union is proud to serve members of Northeast Michigan. It is our mission to be Michigan’s leading Credit Union, dedicated to the financial success of each member. We create products and services to help our members reach their financial dreams. We live and breathe our motto, to be Interactional, not transactional. We are more than a financial institution, we are your financial partners

Our Mission:

We are trusted and innovative financial partner, empowering individuals and businesses to achieve their financial goals while strengthening our communities.

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