Universal Service Representative

What We Do....

NuMark's mission is to enrich the financial lives of our members. Our growing Credit Union has over 140 employees, nine Chicagoland branches, and over 50,000 combined members. We offer a full menu of financial services from mortgage and auto loans to free checking accounts and business services. NuMark Credit Union is dedicated to putting our members first, treating them like family and helping them do more with their money. We help members get to their fantastic future faster.

What You'll Love About Us....

At NuMark Credit Union, we recognize how vital our team is to the success of our organization. We believe that investing in the wellness and professional development of our people should be at the forefront of how we operate. Our focus is on making employees feel valued and supported because we know a strong team and positive culture is what gives us a competitive advantage in the markets that we serve.

NuMark Credit Union believes in social responsibility. You'll have opportunities to strengthen the communities we serve through volunteer days and fundraising programs. We have partnered with non-profits like the Northern Illinois Food Bank, Toys for Tots, The Bridge Teen Center, Wreaths Across America and other community organizations that make our neighborhoods a better place.

The Benefits....

We want to make sure you're taken care of, which is why we strive to offer competitive and cost-conscious benefits for you and your family. Full Time Employees can choose between several plans from Blue Cross Blue Shield (HMO or PPO), Dental, Vision, 3 weeks of Paid Time Off, Paid Holidays Off, Company Lunches and Parties, Birthday Holidays, Life Insurance (Company Paid), Short and Long Term Disability (Company Reimbursed), 401(k) Savings Plan with Company Match, Flex Spending Account, AFLAC Portable Insurance Plans, Education Reimbursement for Bachelor or Master's Degrees, Employee Assistance Program, Paid Community Volunteer Time and Career Advancement Opportunities.

About The Role....

The Universal Service Representative is a multi-faceted position with primary responsibilities in Member and Financial Service areas. The expectations of this job are to build member relationships by providing excellent service and offering products that meet member's needs. The employee must be able to accurately perform transactions for members, as well as supplying information on services or accounts. Responsible for accurate cash handling and daily balancing of cash drawer. Presents and explains Credit Union services and products.

The employee must also demonstrate the ability to open all types of deposit accounts. Closing accounts completely with the exception of IRA Accounts and deceased accounts while following established retention procedures. Handle routine account maintenance such as change of address, adding joint owners, reconciling checking accounts, home banking and payroll issues. The ability to cross sell appropriate deposit products. The ability to process check and ACH stop payments as needed.

The Universal Service Representative will be responsible for Financial Service duties including lending. Lending Duties are performed under the general supervision of the Assistant Branch Manager and in accordance with established Credit Union deposit & loan policies. Conducts activities related to the extension of consumer credit and deposit accounts. Informs members about all products and services that NuMark offers. Processes all applicable paperwork within appropriate guidelines with accuracy and timeliness.

Participates in all Credit Union promotional activities, including but not limited to call nights and community and SEG outreach efforts. Shares responsibility for ensuring confidentiality of member information and professional delivery of quality service. This high contact position requires the ability to communicate effectively. Must be able to positively represent the Credit Union. This position is accountable for achieving various sales behavior and production goals and providing exceptional service at all levels.

Please note the schedule for this position is Monday-Saturday. This position requires availability for Saturday. The Credit Union is always closed on Sundays, but employees are required to work Monday-Saturday with one day off during the week.

What You'll Do....

Member Service

• Open new accounts completely including opening all share types and affiliated products such as ATM/debit cards and offering the best checking account for the applicant.
• Close accounts completely in accordance with member retention efforts with the exception of IRA and deceased accounts.
• Handle all member account maintenance including but not limited to address changes, adding joint signers, checking account reconciliation, stop payments, home banking and payroll issues.
• Operates teller drawer and accurately balances drawer cash fund to related vouchers and data processing log within time allowed.
• Processes all transactions accurately and efficiently including deposits, withdrawals, certified/teller checks, bond redemptions, money orders, credit card payments, VISA cash advances, pension and direct deposit forms and basic member inquiries.
• Ensures accuracy and compliance with all applicable laws, rules, controls, and regulations both internal and external.
• Interface with members in person or by phone in a professional, friendly, and helpful manner (i.e.greet them, maintain eye contact when possible, and offer additional credit union products and services whenever appropriate). Provides general information to members about Credit Union products and services. For assistance beyond the scope of this position, may direct members to other departments.
• Balances Money Orders, and Savings Bonds. Prepares and mails sales reports for these items.
• Processes mail and night deposit transactions.
• Responsible for compliance to all BSA policies, procedures, and regulations within area of responsibility.

Financial Service/Lending

• Services members by taking and processing consumer & home equity loan applications, opening all types of new accounts, cross-selling products, and services, resolving problems and providing exceptional service.
• Contacts prospective and existing members to solicit new business by mail or phone to meet specific goals. Actively seeks prospective member referrals.
• Promotes positive attitudes, cooperation, and a desire to cross-sell Credit Union products and services.
• Determines the appropriate deposit or loan product alternatives according to the needs of the member.
• Interviews members who come into the credit union seeking financial services.
• Handles details of transactions including system input. Reviews loan applications for consumer and home equity loans, pulls credit reports and completes the application processing system for each request.
• Approves, denies or counteroffers member regarding loan request. Is responsible for making sure that turn-around time on all member loan requests whether by phone or in person is handled as quickly as possible ensuring superlative service to our membership. Has limited underwriting authority.
• Schedules loan closing with member and follow up to ascertain that all documents are completed in a timely manner.
• Stays abreast of all product and system changes affecting the membership.
• Follows all established policies and procedures as well as regulations including the Bank Secrecy Act, or any new regulations specific to financial services.
• Is accountable for obtaining established loan and deposit goals.
• Actively and enthusiastically cross-sells member payment protection, GAP and MRC or another product for the benefit of the member, whenever possible.
• Has the authority to reverse service charges or waive fees within the limits set by branch guidelines.
• Works to complete all recommended internal/external training requirements in order to grow in the job.

The Knowledge, Skills and Abilities You'll Need....

• High school graduate and previous cash handling and customer service experience required.
• Prefer a minimum of one year credit union or banking teller experience.
• Demonstrate good keyboard skills, good use of business math, accurate data entry and cash handling procedures.
• Must possess strong, positive interpersonal skills and be able to communicate clearly.
• Good knowledge of credit union services.
• Able to cross-sell Credit Union products at every opportunity.
• Highly energetic and motivated individual who is goal- and results-oriented. Strives to accomplish all assigned tasks in a timely manner.
• Willing and ability to substitute at other local branches if requested.

Standards of Performance:

Maintains accuracy, efficiency, and responsiveness. Demonstrates complete knowledge of all Credit Union products and services. Works to attain the goals and objectives of the Credit Union. Provides accurate, timely, and professional service in the delivery and processing of all products. Demonstrates excellent communication skills. Observes all guidelines and policies established by the Credit Union. Performs basic math. Displays a professional appearance, a positive attitude, and demeanor at all times. Supports the credit union by providing quality service to the membership and staff alike.

Equal Opportunity Employer....

At NuMark Credit Union, we are proud to be an equal opportunity employer focused on the development of and inclusive workplace. We are committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. As such, we consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.