Universal Member Service Representative (Allentown)


: $60,280.00 - $152,780.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

Organization Role and Overall Contribution

The Universal Member Service Representative reports directly to the Universal Assistant Branch Manager or Universal Branch Manager. This position may have direct supervisory responsibilities upon infrequent absence of an immediate supervisor.

Expected Contributions

  • Provides Superior Service
  • Key/Representative Activities:

  • Communicates and interacts effectively with members, prospective members, and other credit union personnel in all interactions
  • Collaborates and partners with members, prospective members, internal and external business partners and associates in all interactions
  • Identifies and responds to member, prospective member, and associate needs and/or concerns and commits to satisfactory resolutions
  • Creates and delivers exceptional, memorable, and personable experiences
  • Ensures that friendly and accurate service is provided to our members with every interaction
  • Influences and motivates others to celebrate and recognize the individual and organizational benefits of providing unparalleled experiences
  • Key/Representative Activities:

  • Creates valuable member relationships through member onboarding: Consulting with members, cross-selling credit union products and services, and following up with appropriate solutions
  • Enhances relationships through pro-active sales and service recommendations
  • Uses consultative sales and service techniques, builds relationships with members and matches products to meet determined member needs by offering products to gain market share and to reach goal of becoming members' primary financial institution
  • Engages members and prospective members through outbound calling to establish and/or deepen relationships
  • Compliance and credit union standard
  • Key/Representative Activities:

  • Ensures compliance with applicable regulatory requirements
  • Demonstrates and ensures credit union policies and procedures are followed
  • Ensures branch compliance of all credit union policies and procedures and maintaining retention of appropriate documentation
  • Adheres to, and monitors assigned branch budgets
  • Balances credit union risk through accuracy of record-keeping, proper procedures, and dual control
  • Ensures that branch facilities and maintenance needs are addressed
  • Tests and maintains security and alarm systems
  • Prepares monthly Branch Activity Report
  • Oversees all branch operational duties in the absence of an immediate supervisor
  • Lobby engagement
  • Key/Representative Activities:

  • Performs greeting duties in the branch lobby with the purpose of executing engagement activities to connect with members and establish the opportunity to promote Members 1st products that meet their needs
  • Assists with educating members on how to use our digital platform to make financial transactions when, where and how they want by leveraging technology, tools and resources
  • Maintains advanced knowledge of digital services (i.e. mobile banking, bill pay, mobile deposit) to educate members
  • Leverages face-to-face lobby engagement opportunities to identify and meet the needs of members by building trust through consultative discussions
  • Influences, educates, and connects branch associates, partners, and members to technology
  • Partners with branch associates to make every entrance into the branch a warm and welcome one
  • Branch duties to include a rotation between lobby greeting, processing of transactions, and consultative member engagement
  • Essential Qualifications & Competencies

    Minimum Education Requirements:

  • General and business knowledge equivalent to a high school diploma
  • Some college experience preferred
  • Experience Requirements:

  • Minimum 3 years of related experience in retail financial services or equivalent work experience
  • Minimum of 2 years of experience identifying and promoting products and services to meet customer needs
  • External:

    100% completion of External MSR I Certification within 1 year of hire date

    100% completion of MSR II Certification within 2 years of hire date


    Certified Teller I or below:

    100% completion of External MSR I Certification within 1 year of hire date

    100% completion of MSR II Certification within 2 years of hire date

    Certified Teller II or above:

    100% completion of Internal MSR I Certification within 1 year of hire date

    100% completion of MSR II Certification within 2 years of hire date


  • Spanish bilingual abilities preferred based on location
  • Competencies:

  • Excellent communication and interpersonal skills
  • Solid consulting ability
  • Ability to handle cash
  • Ability to demonstrate empathy
  • Advanced organizational and time management skills
  • Strong financial, problem solving, and analytic skills
  • Ability to lead, take charge, and offer opinions and direction
  • Physical Demands and Sensory Abilities:

  • Familiarity with PCs and applicable software
  • Sufficient manual dexterity for operation of PC keyboard and other standard office equipment
  • Ability to lift and carry up to 50lbs
  • Ability to stand or sit for extended time periods
  • Ability to work extended evening and weekend hours and/or to travel to other office locations

  • Associated topics: accounting, business, business finance, business law, college of finance, criminal, economy, finance, financial, supply chain * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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