Bilingual Front Desk Representative

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting members in person and on the telephone, delivering comprehensive Credit Union information through attentive, consultative guidance. Refers members to the appropriate team member in a professional and efficient manner. Demonstrates a commitment to providing enthusiastic, high-quality service, with a strong focus on cultivating meaningful relationships with members.

Responsibilities

• Welcomes all members upon their arrival to the facility. Creates an inviting space by assisting members and vendors in person, determine their needs, and refer them to the appropriate team members.
• Communicates wait times and may offer refreshments while members are waiting. If the appropriate team member is unavailable, this role may accept a message on their behalf and ensure it is promptly delivered, request alternative options to assist the member, or schedule an appointment if permitted.
• Engages members in thoughtful conversation to identify opportunities to share promotions and proactively connect individuals to expert resources—including Member Service Representatives, Mortgage Lenders, and the Capital Investment Group. Coordinates member appointments as needed to foster trust and encourage deeper engagement with the Credit Union’s full suite of services.
• Educates new and existing members about the credit union’s products and services tailored to support their financial well-being and deliver meaningful benefits.
• Processes special member requests, including but not limited to account research, stop payments, wire transfers, ACH, check orders, and updating contact information.
• Maintains an effective working knowledge, including the technical aspects, of the products and services offered to members. May require additional training in related areas.
• Addresses and resolves member concerns and complaints as needed, ensuring timely and effective solutions. Escalates member questions and concerns to a supervisor if follow-up is required.
• Performs miscellaneous duties including, but not limited to:
  • Sorting mail and verifications of deposit
  • Ordering bakery items, making coffee, organizing and cleaning the kitchen
  • Ordering and stocking branch and kitchen supplies
  • Making popcorn and maintaining facility and delivery logs for the branch
  • Maintaining a presentable lobby area for members and vendors
  • Logging all vendors accessing the building
  • Completing miscellaneous projects for the organization, such as helping with stuffers, processing mail payments, and processing non-cash transactions for members
  • Opening additional accounts for members, such as savings and Certificates
  • Assisting with Digital Banking questions and debit card printing or related inquiries
  • Performing Notary and Signature Guarantee services
  • Sending out holiday cards
  • Additional tasks as needed

Requirements

• Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; ability to perform basic arithmetic (addition, subtraction, multiplication, and division) using whole numbers, common fractions, and decimals, typically acquired through completion of a high school education.
• Good working knowledge of core computer systems, Microsoft Word, Email, and Excel, specifically software necessary to view/schedule appointments. Must be able to operate a fax machine, coffee maker, and popcorn machine. These skills are normally acquired in one to three months of on-the-job experience.
• Comprehensive knowledge of Credit Union products and services to provide information to members, typically acquired in three to six months of related experience. May be trained to open additional deposit products, renew CDs, and issue debit cards.
• Strong communication and listening skills necessary to deal effectively and courteously with a diverse group of members, vendors, and employees in high-stress situations.
• Ability to exercise independent judgment when addressing member problems.
• Analytical ability to understand instructions, perform straightforward comparisons of numbers, and collect information from computer screens and other sources to assist members. Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations.

Work Environment and Physical Requirements

• Office environment with a moderate level of noise.
• Frequent use of telephone, copier, computer, fax machine, and other office machines.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Minimal lifting up to 25 pounds.