Bilingual Call Center Representative- eMSR

Great Basin Federal Credit Union; Reno (NV); On-site; USD 19,000 - 25,000; Full time

Job summary

Great Basin Federal Credit Union in Reno seeks a Member Support Representative to deliver outstanding service across all member touchpoints, including calls and electronic channels. You will provide information on products and services, assist with transactions, and help members navigate online e-services.

The role requires 12 months of customer service with cash handling, a high school diploma or GED, and completion of Teller and MSR training with 85%+.

Qualifications

• High School diploma or GED equivalent.
• 12 months of customer service experience with cash handling.
• Experience in banking or credit union environment preferred.
• Pass Teller and MSR training with 85% or better.
• Ability to communicate effectively with members and the public via phone and e-channels.

Responsibilities

• Answer all incoming calls and electronic communications.
• Provide information about credit union products and services to members and employees.
• Educate and empower members to use e-services.
• Support member loyalty by offering share and loan products.
• Handle multiple tasks with accuracy and professionalism.

Skills

Customer service

Cash handling

Communication skills

Spanish language knowledge

Time management

Attention to detail

Phone and e-channel communication

Education

High School diploma or GED equivalent

Job description

At Great Basin Federal Credit Union, joining our team means becoming part of a culture that feels like family. We are committed to being member-loved by prioritizing relationships and creating meaningful connections, reflecting our passion for teamwork and shared success.We achieve this by:Stepping into our members’ shoes, understanding their feelings and perspectives.Taking ownership, finding solutions, and following through.Going above and beyond to impress our members and each other.Being knowledgeable, accurate, and efficient.Acting with integrity and professionalism.Showing genuine appreciation.Guided by these service promises, we’ve expanded into 13 counties across Northern Nevada and continue to grow.If you’re passionate, collaborative, and ready to make a difference, we’d love to meet you!The Member Support Representative creates a remarkable experience consistent with our brand personality, core values, service promises, mission and vision with all internal and external relationships. Provides exceptional service at all member touchpoints including answering all incoming calls and electronic communications. Provides information and member support concerning the credit union and its products and services to members and employees. Through creating member loyalty, you must excel in core contributor relationships by offering share and loan products. Educate and empower members to utilize e-services.Experience and TrainingHigh School diploma or GED equivalentStrong knowledge of language and cultural differences amongst Spanish-speaking countries12 months experience in a customer service capacity which included cash handling experience, preferably in a credit union, bank or other financial institution or six months of continuous employment with Great Basin Federal Credit UnionPass Teller training and MSR training with 85% or betterRequired Knowledge and AbilitiesKnowledge of:Credit union products, services and policies Ability to:Perform minor math calculationsOrganize time effectivelyCommunicate effectively and professionally with members and the public through phone and e-channelsWork independently and efficientlyPay attention to details, be proficient and accurateBe flexible and handle more than one task at a timePhysical Requirements (approximate percentage of day spent)Standing- 10%Sitting- 60%Bending-3%Squatting- 2%Walking- 10%Lifting- 7% 5-15 lbsTwisting-3%Driving- 5%** May be required to drive to another branchExtent of Public ContactThis position works extensively with our members, both internal and external, primarily through the telephone.Working ConditionsDuties performed are in an office environment. Requires occasional traveling to branches to fill in as a Teller as needed or to attend outside classes.