Member Service Representative (Spanish Required)

Schedule

Part Time; Monday – Friday. Hours will vary between 8:40am – 6:15pm; Saturdays 8:40am – 2:15pm. Day off during the week when a Saturday is worked. Flexibility needed 20 – 25 hrs./week based on needs of the branch.

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.

Responsibilities

• Provides exceptional member service by assessing needs, advising on transactions, opening new accounts, servicing existing accounts, and explaining products and services
• Recognizes member needs, educates on financial transaction options, and cross-sells products and services through consultation
• Focuses on increasing member satisfaction and account retention; expected to meet sales and service goals
• Uses lead lists to make outbound calls to existing members for product consultation
• Resolves problems by clarifying complaints, determining causes, providing solutions, expediting corrections, and following up to ensure resolution
• Maintains cash drawer and 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
• Represents the credit union professionally in dress and actions
• Keeps work area neat and clean
• Responds to communications in a timely manner
• Actively participates and completes product knowledge courses
• May be required to travel
• 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 through the following:
  • 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

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
• Environmental: No unusually environmental factors
• Noise Environment: Moderate noise (business office with computers and printers, light traffic)