Bilingual Member Service & Sales (Teller)

About the role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA) and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Schedule

• Full Time
• Monday – Friday: 8:40 am – 6:15 pm
• Saturdays: 8:40 am – 2:15 pm
• Day off during the week when a Saturday is worked

Responsibilities

Member Focus

• Provides exceptional member service by assessing needs, advising on products and services, and assisting with transactions such as opening new accounts, servicing existing accounts, and explaining MACU tools and resources
• Recognizes member needs and educates on options for managing financial transactions through MACU tools, resources, technology, and cross-sells products and services as needs arise
• Bilingual English/Spanish preferred, not required
• Expected to meet sales and service goals
• Uses lead lists to make outbound calls to existing members to provide additional consultation on MACU products and services
• Resolves problems by clarifying member complaints, determining causes, providing solutions, expediting corrections, and following up to ensure resolution
• Follows up with member interactions using thank-you notes and phone calls per the MACU New Member Onboarding approach

Branch Operations

• Maintains cash drawer
• Initiates wire transfers, cashier’s checks, and cash advances
• Creates VISA cards
• Opens and processes IRA transactions, certificates of deposit, and redeems savings bonds
• Uses judgment to place appropriate check holds and issue fee reversals
• Assists fraud victims by processing fraud disputes
• Accurately and efficiently processes transactions in accordance with established policies and procedures
• Assists in branch opening and closing procedures
• Responsible for branch security, including vault combinations, security codes, and member information

Other Responsibilities

• Represents the credit union professionally in dress and actions
• Keeps work area neat and clean
• Responds to email, voicemail, missed calls, and other communications in a timely manner
• Actively participates and completes product knowledge courses
• Travel may be required
• Complies with all applicable regulations
• Performs other duties as assigned

Minimum Qualifications

• At least six months of customer service experience
• High school diploma or equivalent
• A valid driver’s license is required

To Be Completed During the First 90 Days

• MSR onboarding including:
  • Branch Foundations
  • Teller Branch Checklist
  • Products & Services
  • Teller Follow-up Training

Skills

• Proficient computer operating skills
• Understanding of Microsoft Office Suite (Outlook, Word, Excel)
• Thorough knowledge of credit union policies, procedures, and regulations
• Ability to identify lending opportunities and make recommendations
• Ability to cross-sell financial services to create exceptional member service
• Ability to perform financial calculations
• Ability to communicate effectively and persuasively using written and verbal communication

Benefits

• Starting competitive pay of $17.50 per hour with opportunities to increase based on experience
• Performance reviews with opportunities to increase compensation
• Additional $1.00/hr for those fluent in English/Spanish
• Excellent medical and dental benefits with minimal employee contribution (full-time employees)
• Paid time off, volunteer time off, and paid holidays
• Matching 401(k)
• Tuition assistance
• Professional development

Physical Abilities / Working Conditions

• Physical Demands: Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently; ability to stand, walk, kneel, and crouch occasionally
• Vision Requirements: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more)
• Weight Lifted or Force Exerted: Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally
• Noise Environment: Moderate noise (business office with computers and printers, light traffic)