Member Service Representative (Bilingual)

Position Summary: Responsible for performing a wide range of account transactional duties with a high degree of accuracy that adhere to all policies and procedures. Provides an excellent member experience at each interaction. Contributes to the overall success of the credit union through member education and identification of account products, loan and services available that benefit the member and deepen the member relationship. Refers members to FSR role for new account opening and loan options.

Essential Duties and Responsibilities:

Transaction Processing (40%):

• Process comprehensive, prompt, accurate and efficient member transactions, including deposits, share withdrawals, transfers, cash advances, issue cashier’s checks and money orders.
• Process loan and credit card payments; refer to the Collection Department when needed.
• Issue new debit cards, process the initial PIN and any PIN changes, capture and replace debit cards in the computer system.
• Obtaining proper identification, signature verification, verifying contact information and ensuring member profiles are up to date.
• Place appropriate share comments, account notes and alerts as needed.
• Assist with filling/balancing of teller cash recyclers and ATM’s as needed.
• Place holds on account deposits as per policy and procedures
• Balance cash drawer and branch nightly according to CFCU performance standards
• Process new check orders and re-orders for existing members.
• Basic knowledge of CFCU account types and loan products; refers members to FSR or management to facilitate new accounts or loans.
• Knowledge and ability of opening additional shares to existing accounts
• Working knowledge of online banking, bill pay, mobile banking and other electronic services for cross-selling and resolving member issues.
• Knowledge of Wires, ACH, Draft, and Card disputes
• Basic knowledge of wire requests and transfers
• Basic knowledge of IRA account types, contributions, and distributions
• Working knowledge of safe deposit boxes, conduct safe deposit box transactions as needed

Member Relations (30%):

• Safeguard confidential member data by following all credit union policies and procedures including the Member Identification Program requirements.
• Greet and welcome members to the credit union in a friendly, welcoming and timely manner, treating all credit union members, volunteers and employees with a cooperative attitude.
• Address member requests knowledgeably and courteously, conveying trust and confidence with individualized attention to members and adhering to member service standards; seek internal resources for assistance as needed.
• Perform service dependably and accurately, cross-selling CFCU products and services at every opportunity.
• Maintain personal appearance, workstation, and manner of communication at the highest professional level according to credit union standards.
• Provide telephone support on the Direct Loan Queue and Contact Center Phone Queue during peak volume time as needed

Compliance (20%):

• Ensure compliance with all regulatory requirements and credit union policies and procedures.
• Successfully complete all required security, compliance and procedural training
• Adhere to CFCU clean desk and security policies.
• Address internal and external audit findings.

Organizational Relations (10%):

• Collaborate with team members and other departments to ensure seamless member service
• Attend and participate in regular departmental and company-wide meetings and training.
• Perform other duties as assigned.

Required Knowledge, Abilities, and Education:

· Excellent member service and communication skills including written, verbal and listening skills.

· Communicate effectively with difficult members

• Strong problem-solving abilities and attention to detail
• Computer literate; ability to navigate multiple systems including Microsoft software programs
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively
• Strong interpersonal skills with a pleasant, courteous demeanor and a customer-centric attitude
• Ability to work under pressure in a fast-paced environment
• Capacity to make decisions independently and effectively
• Knowledge of all CFCU products and services
• Ability to:
• Travel to a variety of branch locations as needed for coverage
• Available for flexible work hours
• Saturday rotation via Phone, In-Person or Video appointment as needed
• High school diploma or equivalent

Beneficial Education and Experience:

• Bilingual (Spanish) preferred
• One or more years’ experience in a banking, customer service or retail position

Physical Factors:

• Sitting: frequent use of computer, mouse, and phone/headset while in a seated position.
• Carrying: occasional need to carry up to 20 pounds.
• Vision: on a computer the majority of the day.

Job Type: Full-time

Pay: $19.54 - $24.01 per hour

Benefits:

• 401(k)
• 401(k) 5% Match
• 401(k) matching
• Bereavement leave
• Dental insurance
• Dependent care reimbursement
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Opportunities for advancement
• Paid orientation
• Paid time off
• Paid training
• Referral program
• Tuition reimbursement
• Vision insurance
• Wellness program

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Clearlake, CA 95422: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $24