Universal Service Rep (Financial Service Rep)

Heritage Family Credit Union’s Londonderry branch in South Londonderry, Vermont is seeking a Universal Service Representative to deliver a world-class member experience while supporting membership openings, lending processes, cross-selling, and daily branch operations. This onsite role offers a pay range of $23 to $25 per hour and requires at least one year of banking or sales experience with a high school diploma or equivalent.

Responsibilities

• Cultivate relationships with individuals and local businesses to open new memberships.
• Guide members through the consumer lending process from application to loan closing and identify additional financial goals we can support.
• Assist members with compassionate problem-solving and provide education to help improve their future financial outcomes.
• Welcome members with a friendly, professional demeanor to ensure a world-class experience on every interaction.
• Handle member inquiries, loan requests, updates, troubleshooting, deposits, withdrawals, loan payments, transfers, and other transactions promptly and accurately.
• Operate at a drive-up station as part of daily duties.
• Open and close the branch, including arming and disarming security alarms and processing night drops or mail envelopes.
• Support ATM or in-store ITM servicing and maintenance and perform check scanning as needed.
• Maintain the MSR station at organization and supply levels, ensuring cleanliness and readiness.
• Contribute to onboarding and training of new employees when required.
• Collaborate with team members to meet branch goals and enhance the member experience while ensuring daily operations are completed.
• Accurately process deposits, withdrawals, payments, and transfers as part of daily transactions.
• Maintain up-to-date knowledge of all credit union products and services handled by Member Service Representatives and promote them as appropriate.
• Actively identify, explain, and cross-sell credit union products and services where suitable.
• Open new accounts and loans with proficiency, including consumer and business share accounts, term share certificates, debit cards, and more.
• Ensure timely collection and review of account and loan documentation for accuracy and completeness.
• Complete account and loan checklists and quality controls in a timely manner.
• Adhere to credit union policies, procedures, and regulatory requirements, including AML and BSA considerations.
• Assist other departments as needed, respond to emails and phone inquiries, and handle file, fax, and mail communications.
• Back up other MSRs or FSRs as required and assist the Branch/Department Manager as needed.
• Maintain reliable, predictable attendance and perform any other duties as assigned.

Requirements

• High school diploma or equivalent is required.
• Minimum of one year of banking and/or sales experience.
• Experience with a financial institution involving account openings and lending is preferred.
• Proficient with calculator, keyboard, and Microsoft Office Suite.
• Basic computer and math skills.
• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to work independently and as part of a team.

Technologies

• Microsoft Office Suite

Benefits

• Paid time off in addition to federal holidays.
• Medical, dental, and vision coverage for employees working 24+ hours per week.
• 401(k) with company match.
• Ongoing training opportunities.
• Eight hours of volunteer time with an organization important to you.
• Seasonal reimbursements for gym membership up to $25, hobby expenses up to $25, and fresh local foods up to $25.

Who We're Looking For

• Strong relationship-building skills to position themselves as a trusted resource for members and teammates.
• Problem-solving mindset and a commitment to delivering exceptional service through proven and creative strategies.
• Motivation to achieve identified goals and objectives through individual initiative and collaborative teamwork.