Bilingual Customer Service Representative

6 days ago

Kalamazoo, Michigan, United States Consumers Credit Union Full time
About the Role

We are seeking a highly skilled and customer-focused Bilingual Customer Service Representative to join our team at Consumers Credit Union. As a key member of our team, you will be responsible for providing exceptional service to our members, responding to their inquiries, and resolving any issues that may arise.

Key Responsibilities
  • Member Service: Provide excellent service to our members, responding to their inquiries and resolving any issues in a timely and professional manner.
  • Communication: Respond to member communications and inquiries in a timely manner, using opportunities to provide outstanding service and grow credit union products and services.
  • Conflict Resolution: Proficiently diffuse difficult member situations and resolve member concerns in a fair and professional manner.
  • Account Management: Open new accounts for members, process IRA transactions, and demonstrate online banking and Bill Pay to members.
  • Loan Origination: Originate loan applications, make recommendations for approval or denial, and obtain applicable loan documents for successful loan closings.
  • Relationship Building: Grow relationships with members through follow-up, including timely action and documentation in the Customer Relationship Management system.
  • Business Services: Possess a working knowledge of business services, accounts, and transactions, and able to establish new business account relationships and perform account maintenance.
  • Transaction Processing: Process member transactions such as deposits, withdrawals, loan payments, cash checks, credit card and line of credit advances.
  • Membership Growth: Consistently establish and build relationships with members to grow the overall membership base.
  • Empathy and Rapport Building: Use empathy and build rapport with each member interaction.
  • Needs Assessment: Actively listen to determine member needs and educate them on products and services.
  • Support and Referrals: Provide support to members, including demonstrations of online banking, text banking, and Bill Pay, and refer new business account relationships and perform account maintenance.
  • Referral Opportunities: Recognize and act upon referral opportunities to achieve individual sales goals.
  • Teller Operations: Process daily teller area operations, including money orders, ATMs, night depository, and performing select overrides.
  • Accuracy and Security: Sustain teller balancing standards and accuracy, and uphold member confidentiality and follow security guidelines.
  • Compliance: Compliance 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.
Requirements
  • Education: High school graduate or equivalent.
  • Appearance and Communication: Professional appearance, builds rapport with members, and enjoys working with people.
  • Skills: Excellent written and verbal communication skills, cash handling and basic math skills, and knowledge of current technology.

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