Digital Universal Service Representative

USE Credit Union
Job ID 2022-1586
Job Locations US-CA-San Diego | US-CA-San Diego | US-CA-Southern CA Branches
Category Retail (Branches)
Type Regular Full-Time
More information about this job
Overview
Are you Service-Driven and Relationship-Focused? USE’s branches are the perfect place for you! As a Digital Universal Service Representative, you’ll have the chance to develop rapport by conducting consultative sessions through a variety of in-person and digital channels. Become part of a team that is key in delivering extraordinary experiences. Do you have what it takes?
Responsibilities
General Responsibilities/Requirements
Strong knowledge of USE loans, deposit products and services
Demonstrate knowledge of current technology (Example: Microsoft 360, Financial Services transactional software, loan-processing software, Outlook)
Ability to navigate multiple systems and tasks concurrently
Flexibility as position requires a varying schedule meeting business needs
Adhere to balancing standards and fraud controls
Adaptable to a changing work environment
Maintain confidentiality and security by ensuring all sensitive information is secured
Follow-up with members in a prompt, accurate and courteous manner
Meets production benchmarks as established by your Branch Manager
Actively participates in all assigned training classes and meetings to enhance your specific job skills and financial industry knowledge

Video Technology Service
Provide undistracted member sessions at the highest service level
Comfortable on camera while maintaining a friendly and professional appearance
Strong written and verbal skills interacting with members via e-mail and chat
Assist members with additional service needs including online and mobile banking, ACH and bill-pay

Branch Service
Conduct consultative conversations identifying opportunities for the member to reach their financial goals
Member outreach via phone and e-mail
Maintain a calendar ensuring member appointments are scheduled and kept
Answers branch phone to assist member inquires
Perform a variety of file maintenance duties

Member Engagement
Identifies opportunities to enhance members financial picture
Refers members to business partners specifically Investment Services and Home Loan departments
Establishes the appropriate membership accounts based upon a conversation with the member
Ask for referrals and actively sell key products
Maintain individual production tracking tools and reports
Adhere to the USE member outreach guidelines
Advise member when identifying ways they can enhance their financial picture
Prospect for new member relationships

Qualifications
High school diploma or general education degree (GED); and three or more years related banking positions required.
Three years sales/customer service experience required.
Video conferencing experience preferred.
Knowledge of how to trouble shoot and resolve problems.
To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, Interactive Teller hardware and Software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.
To perform this job, the employee must possess strong interpersonal skills, excellent phone, video and e-mail etiquette, a professional presentation, and a high degree of personal initiative.
Must be able to work branch operational and ITM hours to include weekends, and to work early mornings and nights. Hours range between 7 am – 8 pm M-Sat.

University and State Employees Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Employment may be contingent upon USE Credit Union’s receipt of an acceptable and job-related background check, drug screen, credit check and vaccine verification, as applicable and permissible by law. USE Credit Union is committed to the safety and wellbeing of our employees and their families; our members and visitors; and the community at large. In accordance with our duty to provide and maintain a workplace that is free of known hazards, we are requiring that employees must have received or be willing to receive the COVID-19 vaccine. USE Credit Union continues to monitor the pandemic following CDC guidelines, federal state and local laws. Policies continue to be adjusted as new information emerges.
USE Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.
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