MCC Service Specialist I - Bilingual Required

About Rogue Credit Union

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. We serve members in select Oregon, California, and Idaho counties. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. We believe in a culture of happy team members who feel supported, have opportunities to grow their careers, and love where they work.

About the Role

This role involves greeting and assisting members with active listening skills, providing accurate information and service. You will demonstrate knowledge of Rogue's vision and mission philosophies, using the Service Promises to build loyal members through each individual experience.

Responsibilities

• 50% Member Service: Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or other remote channels in a friendly and professional manner using the five Service Promises. Assists with transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance, and other operational tasks.
• 25% Member Requests: Completes member requests received via phone, email, or any point of contact through electronic means, including online banking, bill pay, ATM/Visa/Debit, loan, technical/transaction research, and general maintenance. Works with members and resources to find answers and resolution, taking ownership within authority limits or referring as needed.
• 20% Product Knowledge & Cross-Selling: Maintains effective knowledge of all credit union departmental products/services/processes. Identifies cross-sell/referral/trend opportunities and participates in credit union promotions. Maintains high technical knowledge to perform duties successfully.
• 5% Additional Support: Assists other departments as needed and proactively performs other duties as assigned.

Requirements

• Experience: One month to twelve months of similar or related experience.
• Education: A high school diploma or GED.
• Interpersonal Skills: Work involves routine contact with members or vendors to provide or obtain information, requiring ordinary courtesy.
• Technical Skills: Excellent communication, listening, and telephone skills. Professional demeanor with strong computer/keyboarding skills (minimum 40-45 w.p.m.). Ability to multi-task, make decisions with minimal information, and work in multiple systems simultaneously. Knowledge of computer search engines and major consumer browsers. Aptitude to learn and maintain knowledge in web-based systems/processes.

Physical Requirements

• Ability to adjust or move objects up to 30 pounds in all directions.
• Must remain in a stationary position (standing or sitting) for prolonged periods.
• Repeating motions involving wrists, hands, and/or fingers while using a computer.
• Communicating with others to exchange information.
• Perceiving sounds at normal speaking levels without correction and making fine discernments in sound.
• Close and continuous visual acuity for activities such as data analysis, transcribing, computer use, and extensive reading.

Work Environment

• Requires working Saturdays.
• Normal workday with occasional overtime or unpredictable schedule.
• Attendance at meetings and events in the evenings and on weekends may be required.
• Exposure to potentially hazardous conditions (e.g., robbery).

Rogue Credit Union is a drug-free workplace and requires a drug screening test within 48 hours of employment offer. Rogue Credit Union is an Equal Opportunity Employer.