Bilingual Member Services Associate

2 weeks ago

Lansing, Michigan, United States Consumers Credit Union Full time


Bilingual Customer Service Representative

The Consumers Credit Union team is eager to welcome a dedicated Bilingual Customer Service Representative to our organization. In this role, you will deliver outstanding service to strengthen member relationships and surpass member expectations—whether in-person, via phone, or through virtual channels.

Our ideal candidate embodies a positive attitude, meticulous attention to detail, and the capability to effectively promote products and services to meet our members' financial requirements. This position requires sound decision-making skills.

As a member of Consumers Credit Union, you are authentic and enthusiastic. You are intentional in your actions and strive to be a solution provider, embodying the principles of servant leadership.

Key Responsibilities:
  • Deliver exceptional service to members.
  • Address member inquiries and communications promptly, leveraging these interactions to enhance service and promote credit union offerings.
  • Skilled in managing challenging member situations and resolving concerns effectively.
  • Facilitate the opening of new accounts for members, including IRA accounts. Process IRA transactions, demonstrate online banking and Bill Pay, manage debit cards, payroll, direct deposits, and disbursement requests.
  • Initiate loan applications, provide recommendations for approval or denial, and gather necessary documentation for successful loan closures. Ensure comprehensive documentation of loan applications prior to submission for approval.
  • Foster relationships through follow-up, ensuring timely actions and documentation in the Customer Relationship Management system.
  • Possess a solid understanding of business services, accounts, and transactions. Capable of establishing new business account relationships and performing account maintenance.
  • Process member transactions such as deposits, withdrawals, loan payments, cash checks, and advances on credit cards and lines of credit.
  • Consistently build and nurture relationships with members to expand the overall membership base.
  • Utilize empathy and rapport-building techniques in every interaction.
  • Actively listen to identify member needs.
  • Educate members about products and services.
  • Provide support for Online Banking, Text Banking, Bill Pay, etc., including demonstrations.
  • Refer new Business Account relationships and conduct account maintenance.
  • Identify and act on referral opportunities to meet individual sales objectives.
  • Manage daily teller operations, including money orders, ATMs, night depository, and executing select overrides.
  • Maintain teller balancing standards and accuracy.
  • Demonstrate comprehensive knowledge of all Consumers products and services.
  • Ensure member confidentiality is upheld.
  • Adhere to security protocols.
  • Comply with the Bank Secrecy Act, OFAC, and USA Patriot Act, including Member Identification Program, member due diligence, accurate completion of CTR information, and reporting of suspicious activities to the BSA Compliance Department.
Qualifications:
  • High school diploma or equivalent.
  • Professional demeanor, ability to build rapport with members, and a passion for working with people.
  • Strong written and verbal communication skills.
  • Cash handling experience and basic math proficiency.
  • Familiarity with current technology and the ability to navigate multiple software environments effortlessly.
Team Culture:

At Consumers, you will join a team that collaborates closely and relies on one another. The camaraderie among team members is notably high.

Benefits:

Consumers offers exceptional health, dental, and vision plans, along with a comprehensive health insurance plan featuring low copays and deductibles. We provide a 401(k) plan with a 100 percent match on your first 10 percent of contributions after 60 days of employment. Additional benefits include generous paid time off, gym memberships, in-house training, wellness programs, life coaching, tuition reimbursement, and more. Don't forget about our loan discounts.

We are committed to Equal Employment Opportunity.

We proudly support Veteran & Military Friendly employment practices.

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