Member Service Representative I (Bilingual Required)

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley in southern Oregon. We serve members in select counties across Oregon, California, and Idaho, striving to make a positive impact in our communities by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships and create the most loyal members in the nation.

About the role

As a Member Relations team member, you will provide exceptional experiences by identifying each member's unique financial needs. You will recommend products and services using sales skills to highlight features and benefits, proactively ask members for their business to build participation, and cross-sell based on need. Your role is to deliver unsurpassed service that builds long-term member loyalty while supporting Rogue's Vision, Mission, and Values.

Responsibilities

• Build relationships with members using strong service and sales skills to identify needs and make recommendations that support their financial well-being (20%).
• Assist members with membership, accounts, and basic lending needs, including opening memberships, consumer loans, specialty accounts, IRA accounts, business accounts and loans, and performing account maintenance (20%).
• Review and analyze members' financial situations, provide education, and offer solutions that meet their needs. Understand credit scores and reporting to navigate sales opportunities effectively (20%).
• Open new accounts and loans accurately and confidentially, adhering to compliance requirements and Rogue’s Guideline manual (20%).
• Respond to member requests, questions, and concerns with timely follow-through. Obtain a notary license and maintain knowledge of notary guidelines and compliance procedures (10%).
• Maintain accuracy and complete tasks on time, ensuring all documents meet processes, procedures, and confidentiality expectations (5%).
• Assist other departments as needed and proactively perform additional duties as assigned (5%).

Requirements

• Three to five years of similar or related experience.
• A high school education or GED.
• Licensed through NMLS with annual required training.

Skills

• Excellent active listening, verbal, and written communication skills.
• Strong interpersonal skills, including trust, diplomacy, courtesy, and tact.
• Ability to organize, time manage, and multitask effectively.
• Project management skills and attention to detail.
• Proficiency in computer and keyboarding skills.
• Ability to research, think critically, analyze situations, and apply good judgment.

Physical Requirements

• Ability to adjust or move objects up to 30 pounds in all directions.
• Must be able to remain stationary for prolonged periods, either standing or sitting.
• 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 preparing and analyzing data, transcribing, viewing a computer terminal, and extensive reading.

Schedule

• Normal workday with occasional overtime.
• Requires working Saturdays and a rotating flexible schedule.