Bilingual Member Service Representative

About the Role

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 receiving members in person and by telephone and meeting all their needs and requests in the areas of consumer lending and new accounts. Promotes products and services in a professional and effective manner.

Responsibilities

• Concentrates on building financial relationships with members, using a member advocacy approach.
• Educates members about Home Banking, E-Services, and other products.
• Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRAs, credit cards, home banking, debit cards, and direct deposit.
• Maintains an effective working knowledge, including the technical aspects, of the products listed above and helps members determine their suitability.
• Accurately maintains and follows up on all types of accounts on the computer system.
• Interprets key documents and makes decisions based on policies and member data.
• Corresponds with the membership on eligibility requirements for accounts and loans and denials of credit.
• Answers member questions as well as other employees’ questions concerning the broad range of Credit Union products and information.
• Assists in preparing procedures and documentation for the position.
• May be required to handle teller functions, including responsibility for a cash drawer.
• May be required to open/close branch, following all applicable procedures and policies.
• May assist in training new employees.

Requirements

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos.
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals (typically acquired through completion of a high school education).
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Ability to operate an online computer terminal, word processing, email, and adding machine (typically acquired through a basic course or one to three months of on-the-job experience).
• Comprehensive knowledge of the products, services, and procedures needed to process transactions (typically acquired through three to six months of on-the-job experience).
• Ability to concentrate on and pay close attention to detail for over fifty percent of work time; requires a high degree of accuracy.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations; requires strong communication and listening skills.
• Demonstrates strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns.
• Must be supportive of the overall business objectives.

This role also applies to the Bi-Lingual MSR position, with the addition of fluency in both written and oral communication in English and Spanish.

Work Environment

• Office environment with 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.
• Occasional travel for training, meetings, and assisting other branch locations.