Part Time Universal Agent

Freedom Credit Union, MA
July 20, 2019
Feeding Hills, MA
Job Type


Primary Summary

This position is the Member Ambassador for the financial institution with the overall purpose of providing quality and efficiency to members who prefer face-to-face interaction. This position will have a thorough understanding of the member’s transaction requirements and be able to effectively communicate all available options to them. They will educate members about our sales and service delivery options and refer the appropriate products and services matching the member’s needs. This position will also refer members to the appropriate source or channel to address their need. They will also be responsible for the processing the regular transactions, such as receiving and paying out money, and keeping records of money and negotiable instruments involved in financial transactions in an efficient, friendly and accurate manner. Provides personalized banking services to financial institution members by performing the following duties

Essential Functions/Position Responsibilities

  • Conduct all member account functions, including teller transactions, a processing request for new accounts and services, providing counseling and cross-selling appropriate products or services to benefit the member and achieve established sales goals, interview members and process applications for all types of credit cards and consumer loans. Review all documentation for completeness and accuracy according to the organization's compliance guidelines. Ensures that the teller cashbox balances on a daily basis. Researches and resolves cashbox errors as necessary.
  • Assist with a wide variety of member services including; regular account maintenance, Safe Deposit Box maintenance, assist members with account inquiries and reconciliation, manages outgoing wires, ACH transactions and disputes, solve fraud issues, serve as a notary public, close accounts, etc.
  • Contribute to the overall success of the branch in working towards branch deposit and member goals. Adhere to all service standards set by the credit union.


  • Troubleshoot and resolve member and internal inquiries in a timely, professional and accurate manner. Informs and advises a member of status or enhancements to current account productivity and suggest resolution on account disputes and other account activity.
  • Answer and route telephone calls, take messages, provide information and directs calls to appropriate staff as necessary.
  • Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Position Requirements


Six months to two years of similar or related experience, including time spent in preparatory positions.


A high school degree or GED is required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.


Member / Stakeholder Focus: Builds and maintains effective relationships with credit staff, lenders and members. Identifies member/stakeholder’s needs and expectations. Listens carefully in order to see issue from their point of view. Offers practical solutions or recommendations focused on achieving the member/stakeholder’s expectations.

Adaptability: Learns and adapts quickly in new situations. Possesses a flexible style, the ability to change and adapt to fit circumstances. Adjusts with ease, resulting in successful performance.

Personal Accountability: Accepts responsibility for own actions, including failure. Embraces experiences as learning opportunities and does not blame others.

Collaboration: Values others and different perspectives. Actively seeks and enlists participation of other departments, functional areas and individuals in order to achieve goals. Promotes the common good, extends self beyond personal self-interest; engages in appreciative inquiry and a spirit of caring, not finger-pointing or blaming.

Effective Communication: Puts others at ease by listening. Allows adequate time for interactions, gives undivided attention to speaker, demonstrates non-verbal cues that show interest, keeps an open mind and concentrates on the speaker’s message. Responds with information or questions, as appropriate. Remains calm, focused and polite, even during stressful conversations.

Professionalism- Consistently conducts self in a manner that is business appropriate. Manner of speech, attire and interaction with others conveys competency, confidence, credibility, respect and efficiency to others. Is polite, courteous, tactful, responsible, and well-groomed. Establishes and maintains professional boundaries in all work related relationships.

Problem Solving- Gathers and analyzes information, identifies goals, explores and selects solutions, implements and action plan and evaluates results to ensure identified goals have been achieved.

Consultative Selling - Demonstrates the ability to influence others by listening, gathering and analyzing information in order to accurately understand their needs. Provides expert advice and functions as a knowledgeable resource, works collaboratively in order to develop possible solutions, and/or to solve problems. Presents information, products and services in a manner that secures commitment.

Physical Demands:[1]


  • Ability to sit and/or stand for long periods of time; reach with hands and arms.
  • Sustains repetitive motions while using computer keyboard. Close vision for the computer screen is also required.
  • Bends, stoops, kneels, pushes and pulls while filing or moving supplies.
  • Occasionally lift and/or move up to 30 lbs. 

NOTE: This job description has been designed to indicate the general nature and level of work performed by staff members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of staff assigned to this position.

[1] Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Company Description

Freedom has evolved over the years to better serve the communities of Western Massachusetts. Originally founded as the Western Massachusetts Telephone Workers Credit Union in 1922 on Worthington Street, Freedom now has 10 branches located around the 91-corridor in Western Massachusetts from Feeding Hills to Greenfield.

Persons living, working, or attending school in Hampden, Hampshire, Franklin, or Berkshire counties are welcome to join! Want to become a member? You can join on our website, where members can also apply for loans and open other accounts. Freedom membership offers:

· 24/7 access online
· Truly convenient banking with free online banking and bill pay
· Free mobile app with the ability to pay bills, deposit checks, and activate/deactivate your ATM/debit card!
· Options! A variety of loans, mortgages and savings products
· Access to thousands of ATMs via the SUM Network
· Local business banking, with an optional no-cost benefits package for your employees

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