Bilingual Member Service Representative II (Fayetteville)

LCCU is hiring a Member Service Representative II (MSR II) to provide quality front-line service to members, including account opening, maintenance, and basic loan information. The role involves performing Teller I duties approximately 50% of the time and supporting efforts to create fully engaged financial relationships with members.

Responsibilities

• Member Service & Sales:
  • Provides a positive member experience by establishing new memberships, opening accounts, and offering solutions based on member needs.
  • Greets and welcomes members courteously and professionally, ensuring prompt, accurate, and efficient service.
  • Educates members on credit union products and services, identifying needs and recommending appropriate solutions.
  • Applies LCCU service model concepts consistently in member interactions.
  • Promotes deposit products based on identified member needs.
  • Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans, and promotional offerings.
• Account Opening & Maintenance:
  • Accurately establishes new memberships, opens accounts, and processes changes according to credit union policies.
  • Handles a wide range of transactions, including account transfers, wire transfers, and payments.
  • Researches and resolves account problems, errors, and disputes promptly.
  • Assists with member requests such as ordering new cards, online access issues, account closures, and transfers.
  • Performs account maintenance, including changes to account type, contact information, name, and ownership.
  • Manages ATM/debit card maintenance, including lost/stolen cards, status changes, and reissues.
  • Processes ITIN applications and updates member files accordingly.
  • Maintains working knowledge of related policies, procedures, and regulations, including robbery procedures.
• Administration:
  • Completes member-related administrative procedures, including record retention.
  • Stays up-to-date and proficient in member service areas, including process and system changes.
  • May guide or coordinate member flow and train new employees.
  • Performs Teller I duties as needed.
  • Maintains records, files paperwork, scans documents, and performs other clerical duties.
  • Complies with balancing standards and teller performance standards.
  • Participates in community events and performs other duties as assigned.
  • May be required to move between branches within the region.
  • Completes required training.
• Bank Secrecy Act (BSA) Duties:
  • Completes required CTR procedures and reporting for cash transactions over $10,000.
  • Recognizes and reports suspicious practices as required.
  • Reports structured member transactions and files Suspicious Activity Reports (SAR) as needed.
  • Successfully completes annual compliance training courses (BSA/Identity Theft).

Requirements

• High School diploma or GED equivalent; 6 months of related/office experience.
• Ability to accurately count, handle cash, and calculate figures such as discounts and interest.
• Problem-solving skills to proactively address member needs and propose solutions.
• Aptitude for building relationships and delivering quality member service and sales.
• Ability to demonstrate knowledge and promote credit union products and services.
• Strong organizational skills and attention to detail.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Professional demeanor in interactions with members and colleagues.
• Excellent verbal and written communication skills in English and Spanish.
• Proficiency in Microsoft Office and other computer software, including email functions.
• Ability to stand for extended periods and lift up to 35 pounds in coin or currency.

Benefits

• Competitive salary and benefits package.
• Employer-paid medical insurance plan.
• 401(k) plan with a substantial company match.
• Employer-paid life and disability insurance.
• Generous paid time off for work/life balance.
• Culture that encourages creativity, collaboration, and career growth.

About the Organization

LCCU fosters a challenging and friendly work environment with a multicultural team representing 20 different countries. The organization values meaningful results that positively impact the community and encourages employees to grow both professionally and personally. LCCU supports organizational initiatives and embraces diversity, learning from differences among team members.