Member Service Representative-Bilingual

3 days ago

Philadelphia, Pennsylvania, United States TruMark Financial Full time
Job Title: Member Service Representative-Bilingual Job Summary: We are seeking a highly skilled and bilingual Member Service Representative to join our team at TruMark Financial Credit Union. As a key member of our branch operations team, you will be responsible for delivering exceptional member service to both existing and potential members. This role requires a strong understanding of our products and services, as well as excellent communication and interpersonal skills. Key Responsibilities: * Educate and uncover member needs while delivering extraordinary member service * Thoroughly understand and complete the Tru-Service sales conversation in a competent manner * Solve for members' immediate needs by having a strong understanding of TruMark's products, services, and programs * Actively educate members on existing and new products and services, discussing the benefits and features * Identify new member opportunities through the TruMark at Work program, networking, and community/volunteer events * Insure that all policies and procedures are followed when setting up or enrolling members into new products, services, or programs * Complete loan applications, including interviewing loan applicants, verifying forms, and processing loan requests * Regularly uncover members with investable assets and refer them to the assigned financial consultant * Stay current with technology, such as iPads and smart phones, and demonstrate their usage to members * Periodically support the call center during high volume periods * Process all retail service transactions, including teller functions * Perform duties at other branch locations when necessary * Effectively handle service complaints and escalate appropriately * Prevent controllable losses through strict compliance with security and compliance policies and procedures Requirements: * High School diploma or equivalent, with a good mathematical aptitude * Minimum of 1 year of branch or equivalent experience with a financial institution * Continuing education preferred * Bilingual (Spanish & English) * Ability to communicate professionally and effectively, both orally and in writing, with members and employees * Excellent attention to detail and organizational skills * Excellent technical aptitude * Ability to learn all aspects of the credit union * Basic knowledge of MS Office * Nature of position creates the possibility of temporary or permanent reassignments within TruMark Financial's branch office network * Must have conflict resolution skills * Flex time may be necessary to accommodate the needs of the branch to include nights and weekends Language Skills: Ability to read, analyze, and interpret compensation, tax, financial, legal, regulatory reports and documents. Ability to respond to common inquiries or complaints from members, regulatory agencies, or members of the business community. Ability to effectively present job-related information to employees. Physical Requirements: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be available and willing to travel to such locations and with such frequency as the employer determines is necessary or desirable to meet its business needs. Must possess sufficient manual dexterity to skillfully operate standard office equipment, including a computer, typewriter, adding machine, facsimile machine, photocopier, and telephone. A telephone device to enhance hearing will be provided if needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment: Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Employees must be able to relate to other people beyond giving and receiving instructions: (a) can get along with co-workers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others; and (c) respond appropriately to criticism from a supervisor. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equal Employment Opportunity: TruMark Financial Credit Union is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion, and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States. Reasonable Accommodation: TruMark Financial Credit Union commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon TruMark Financial Credit Union.

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