Bilingual Member Service Representative

5 days ago

West Jordan, United States Mountain America Credit Union Full time
Job DescriptionAt Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.Shifts will vary depending on branch need and may be as follows:
  • Full time: Monday-Friday 8:45am-6:15pm; Rotating Saturdays 8:45am-2:15pm
  • Part time; Monday-Friday 8:45am-2:15pm; Rotating Saturdays 8:45am-2:15pm
  • Part time; Monday- Friday 10:45am-4:15pm; Rotating Saturdays 8:45am-2:15pm
  • Part time; Monday- Friday 1:45am-6:15pm; Rotating Saturdays 8:45am-2:15pm

To be effective, an individual must be able to perform each job duty successfully.

Member Focus

  • Provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.
  • Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach
  • Consistent focus on increasing member satisfaction and account retention
  • Expected to meet sales and service goals
  • Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services
  • Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.
  • Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach

Branch Operations

  • Maintains cash drawer
  • Initiates wire transfers, cashiers checks, and cash advances
  • Creates VISA cards
  • Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds
  • Uses judgement to place appropriate check holds and issue fee reversals
  • Assist fraud victims by processing fraud disputes
  • Accurately and efficiently processes transactions in accordance with established policies and procedures
  • Assists in the opening and closing procedures of the branch
  • Responsible for Branch Security which includes vault combinations, security codes, and member information.

Other Responsibilities

  • Bilingual English/Spanish
  • Represents the credit union in a professional manner, both in dress and in actions
  • Keeps work area neat and clean
  • Responds to email/voicemail/missed calls/other communication in a timely manner
  • Actively participates and completes product knowledge courses
  • Travel may be required
  • Complies with all regulations as required by law
  • Performs other duties as assigned

KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience
At least six months of customer service experience.

Industry experience preferred.

Education
High school diploma or equivalent

Licenses, Certificates, Registrations, Trainings

  • A valid driver’s license is required

To be completed during the first 90 days:

  • MSR onboarding through the following:
    • Branch Foundations
    • Teller Branch Checklist
    • Products & Services
    • Teller Follow-up Training

Computer/Office Equipment Skills

  • Proficient computer operating skills
  • Understanding of Microsoft Office Suite (Outlook, Word, Excel)

Managerial Responsibility

No supervisory/managerial responsibilities

Other Skills and Abilities

  • Thorough knowledge of credit union policies, procedures and regulations
  • Ability to identify lending opportunities and make recommendations.
  • Ability to cross-sell financial services of the credit union to create exceptional member service
  • Ability to perform financial calculations
  • Ability to communicate effectively and persuasively using written and verbal communication

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

  • Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
  • Ability to stand, walk, kneel and crouch occasionally

Vision Requirements

  • Close vision (clear vision at 20 inches or less)
  • Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

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