Bilingual Member Services Representative

2 weeks ago

Beaverton, Oregon, United States Rivermark Community Credit Union Full time

Position Overview

Location
Cedar Hills Branch

Compensation
$31.64 per hour

About Us

Rivermark Community Credit Union provides comprehensive medical and dental insurance fully covered by the employer, along with optional vision coverage. Our retirement plan includes a 401(k) savings option.

New hires benefit from three weeks of paid time off annually, ten designated holidays, two floating holidays, and three paid days for community service.


Role Summary
This position involves engaging with members and providing them with insights about Rivermark's offerings. The role includes delivering service and support to members by addressing requests that may be routine. It also focuses on identifying opportunities to introduce members to new or underutilized products and services.

Key Responsibilities

  • Deliver outstanding member service by making eye contact, warmly welcoming members, and demonstrating a genuine willingness to assist through positive body language and tone.
  • Observe lobby activity to ensure timely and friendly assistance for all members.
  • Build rapport, clarify needs, propose solutions, and recommend actions during each member interaction.
  • Process loan applications from various channels, interview for additional options, adhere to loan policies, prepare necessary documentation, and finalize loans while actively promoting Credit Union products.
  • Conduct onboarding procedures for new members and/or loans.
  • Take responsibility for each interaction, whether it requires follow-up, further research, or collaboration with other teams until resolved.
  • Assist members with Personal Teller Kiosks (PTKs), educating them 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 regarding electronic devices, including resetting passwords and PINs according to established procedures.
  • Balance daily transactions and verify cash totals, investigating and resolving discrepancies.
  • Exemplify leadership in sales, product knowledge, member solutions, and work ethic.
  • Engage in personal performance coaching sessions with management.
  • Adhere to the Credit Union's policies and procedures to ensure compliance with regulations and mitigate fraud and losses.
  • Monitor and replenish branch supplies as needed.
  • Continuously enhance personal skills through training and development via established educational programs.
  • Effectively manage and resolve challenging member situations to ensure satisfaction within appropriate guidelines, seeking management assistance when necessary.
  • Conduct follow-up communications with members regarding promotions, products, and services.
  • Respond to member requests for documentation as needed.
  • Identify opportunities to streamline processes and enhance the Credit Union's operations.

Rivermark is an equal opportunity employer. We embrace applicants from diverse backgrounds, including minority and underserved communities.

We value and celebrate diversity in our workplace.

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