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Bilingual Member Services Representative
2 months ago
Position Overview
Location
Cedar Hills Branch
Compensation
$31.64 per hour
Role Summary
Rivermark provides comprehensive employer-funded medical and dental coverage, with optional vision insurance available for employees. Additionally, we offer a 401(k) retirement savings plan.
New hires benefit from three weeks of accrued paid time off annually, ten paid holidays, two floating holidays, and three paid volunteer days.
Key Responsibilities
- Deliver outstanding member service by establishing eye contact, warmly welcoming members, and exhibiting a genuine desire to assist through positive body language and a friendly tone.
- Observe lobby activity to ensure timely and courteous assistance for all members.
- Build rapport with members, articulate solutions, identify needs, and recommend appropriate actions during each interaction.
- Process loan applications from various channels, conduct interviews for additional loan options, adhere to loan policies, prepare necessary documentation, and finalize loan agreements while actively promoting Credit Union products and services.
- Facilitate onboarding procedures for new members and/or loans.
- Take responsibility for each interaction, whether it requires follow-up, extended research, or collaboration with other teams until resolution.
- Assist members with Personal Teller Kiosks (PTKs), providing education to enhance their comfort and proficiency with the technology.
- Possess override capabilities and manage increased transaction limits.
- Support members with online banking inquiries and provide technical assistance for electronic devices, including resetting passwords and security questions according to established protocols.
- Balance daily transactions and verify cash totals, investigating and resolving discrepancies as needed.
- Exemplify leadership in sales, product knowledge, member solutions, and work ethic.
- Engage in personal performance coaching sessions with management.
- Adhere to Credit Union policies and procedures to ensure compliance with regulations and mitigate risks of fraud and losses.
- Monitor and replenish branch supplies as necessary.
- Continuously enhance personal competency through training and development programs.
- Effectively manage and resolve challenging member situations to ensure satisfaction, involving management when necessary.
- Conduct follow-up communications with members regarding promotions, products, and services.
- Respond to member requests for documentation as needed.
- Seek opportunities to streamline processes and contribute to the ongoing improvement of the Credit Union.
Rivermark is an equal opportunity employer, welcoming applicants from diverse backgrounds, including minority and underserved populations.
We value and celebrate diversity in our workplace.
