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  • Highland Falls, NY 10928

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Universal Representative

Pentagon Federal Credit Union • Highland Falls, NY

Posted 10 days ago

Job Snapshot

Banking - Financial Services
Banking, Finance


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Job Description

Universal Representative


PenFed is hiring Universal Representative in our West Point Highland Falls Branch located in Highland Falls, NY.  The primary purpose of this job is to perform selling of products, transactions, balancing and other operational duties and assist in the training of others for transactions and operations. The Universal Representative will play a vital role in Member Experience by working directly with the CSRs sales team to create an environment utilizing sales techniques while building a positive member experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

  • Assist Greet members/ prospective members in person or on the phone.
  • Evaluate needs of potential members and offers appropriate financial products and services.
  • Provide ongoing relationship with current members to gain additional services.
  • Conduct member transactions when requested.
  • Utilize sales techniques to uncover member needs and match to the credit union products and services.
  • Sell full range of products and services such as membership, checking, credit cards, loans, etc.
  • Identify sales opportunities using open ended questions to uncover financial needs, while presenting options and alternative solutions.
  • Assist and educate members on the use of PFOL, mobile banking and other remote channels of banking.
  • Perform the duties of other staff members as required.
  • Assist members and explains all PenFed products and services.
  • Resolve complex member problems within delegated limits, including but not limited to refunding fees, as appropriate.
  • Prepare loan documents for review and disbursement as necessary.
  • Maintain knowledge of operations, security, balancing procedures and rules and regulations concerning the ATMs and operations.
  • Maintain knowledge of PenFed share and loan products, policies and procedures.
  • Maintain knowledge of outside competitive products.                                                                                                         
  • Research member questions/requests on an automated records system.                                                                                            
  • Assist in the training of UR’s and Tellers.                                 
  • Conduct quality assurance monitoring of documents to be sent to Member Records.                                                                              
  • Provide input to and assists in the implementation of new marketing projects.                                                                                 
  • Prepare statistical and individual Center Support Representative progress reports, including the Center’s weekly and monthly reports from the MRD data.                   
  • Review and revised P&P’s as assigned.                     
  • Cross-sell PenFed products and services appropriate to members’ needs.
  • Provide input to supervisors for feedback on tellers and the UR position.  
  • Provide coaching to the UR’s/Tellers to meet sales and productivity standards.                                                                           
  • Ensure the security of monies received and disbursed.  Place branch cash via ICOM.
  • Determine cash needed for each day’s business and disburses from vault as needed, maintaining records of all disbursements
  • Assist tellers when questions arise concerning checks or share withdrawals and authorizes transactions
  • Assist with the daily balancing and closing out of the branch.
  • Provide supervisor overrides within delegated authority level
  • Ensure the security of monies, checks, money orders and equipment in the teller station.
  • Determine loan payoffs, cashes checks, furnishes loan and share balances, provides account numbers, and disburses share withdrawals after verifying proper identification.
  • Balance cash drawer on a daily basis and prepares settlement sheets.
  • Maintain records of deposits, withdrawals, money orders, traveler’s checks, and share drafts.

Education and Experience

Equivalent combination of education and experience is considered.

  • High School Diploma or G.E.D. required.
  • Associate’s Degree in a related field preferred.
  • Minimum of two (2) years’ experience with PenFed or another financial institution in a customer service role required.

Supervisory Responsibility

This position has no supervision responsibilities.

Licenses and Certifications

There are no additional licenses or certifications required for this position.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.


Local travel to various worksites is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment.

PenFed will reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.

Job ID: 6215
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