Member Service Representative (Bilingual)

About This Role

This Member Service Representative role delivers an exceptional member experience by assisting with account transactions, identifying financial needs, and educating members on digital solutions. This position plays a key part in deepening relationships and driving quality service.

Responsibilities

• Deliver a unique Member experience to improve Member financial wellbeing
• Assist Members and prospective members with a variety of account transactions including deposits, withdrawals, loan payments, check to cash, etc.
• Educate Members on digital solutions
• Identify opportunities to refer needed products and services through conversation
• Perform lobby engagement activities to connect with Members and position products to meet their needs
• Troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner
• Process basic and complex teller transactions
• Achieve personal sales goals by cross-selling platform products and making partner referrals
• Actively participate in community development activities
• Complete all mandatory compliance testing on time and implement processes required by the Bank Secrecy Act

Requirements

• Attention to details to work with numbers and names in a fast-paced environment
• Strong interpersonal communication such as courtesy, tact, and diplomacy
• Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking
• Strong attention to detail
• Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member
• Ability to use feedback for continuous improvement and development

Qualifications

• High School Diploma or an equivalent mix of education and experience
• Previous experience in cash handling, banking, customer service or hospitality is preferred.

Nice to Have

• Previous experience in cash handling, banking, customer service or hospitality