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Universal Representative

Company: USE Credit Union
Location: San Diego
Posted on: March 18, 2019

Job Description:

USE Credit UnionJob ID 2019-1235Job Locations US-CA-San DiegoCategory Call CenterType Hidden (24651)More information about this jobOverview Are you Service-Driven and Innovative? USE's Member Service Center is the perfect place for you! As a Universal Representative, you'll have the chance to build deep member relationships and create personalized solutions. Become part of a team that is key in delivering extraordinary experiences. Do you have what it takes? Responsibilities

  • Provide prompt, accurate, concise and courteous responses to member inquiries relating to consumer loans and other financial transactions.
  • Identify member's needs/sales opportunities.
  • Provide quality service at every encounter (Shopper Reports/Call Observations).
  • Provide department/team support: Coverage of MSC and Online Services queues.
  • Take initiative to identify problems and deliver recommendations and solutions.
  • Make outbound calls to complete PSCU Escalations.
  • Provides members with information regarding current credit union and branch promotions.
  • Process member transactions accurately providing a high attention to detail.
  • Communicate suspected member account abuse including potential red flags, elder abuse, or regulatory issues.
  • Process wire initiations accurately.
  • Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.
  • Identify and assist in finding resolution to account/loan related inquiries. Research and rectify account problems including but not limited to fee reversals, posting errors, payroll deduction allotments/changes, and minimum payment requirements on open and closed ended loans.
  • Act as liaison to member and branch/support departments.
  • Direct calls as appropriate.
  • Provide department/team support: Coverage of MSC, Online Services and LCC phone queues.
  • Originate loan applications received in the Loan Call Center (LCC) via phone, internet and mail.
  • Interview the members and assess their needs and recognize all loan and deposit opportunities and provide "On the Spot Decisions" utilizing the underwriters.
  • Effectively convey loan decisions to members.
  • Provide regular communication with the member to ensure appropriate documentation is received, closing and disbursing of funds. (via telephone and email).
  • Ensure consumer loans are processed within the established time frames.


    • High school diploma or general education degree (GED); and minimum of four years of combined credit union or banking experience or equivalent combination of education and experience.
    • Required background in customer service and sales. Experience originating consumer loans preferred.
    • Financial or credit union experience required.
    • Call Center experience preferred.
    • Must be able to multi-task, function in a fast paced environment and be detail oriented.
    • Ability to communicate effectively in both written and oral form, sell products and services effectively and meet goals.
    • Ability to interpret banking regulations and compliance standards.
    • Must be able to build & maintain relationships with internal and external members.
    • Ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly.
    • Must be able to work Saturdays.
    • Bilingual: English/Spanish preferred.

      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. PI108530142

      Keywords: USE Credit Union, San Diego , Universal Representative, Other , San Diego, California

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