Bilingual Member Service Representative

Capital Credit Union; Green Bay (WI); On-site; USD 32,000 - 42,000; Full time

Job summary

Capital Credit Union is seeking a Member Services Representative (MSR) in Green Bay, WI. The role focuses on building relationships with members, handling consumer lending and new accounts, and promoting a range of Credit Union products and services.

You will work in person and by telephone to meet member needs and provide quality service. The position requires strong communication, analytical skills, and the ability to educate members on Home Banking, E-Services, and more.

Qualifications

• High school diploma or equivalent required.
• Pass a federal background check and be listed on the Federal Mortgage Loan Officer registry as required by SAFÉ Act.

Responsibilities

• Build financial relationships with members using a member advocacy approach.
• Educate members about Home Banking, E-Services and other products; promote Credit Union services.
• Maintain knowledge of products and assist members in determining suitability.
• Process and monitor accounts on the computer system; interpret documents and policy requirements.
• Assist with teller functions and cash drawer responsibilities; may open/close branch per procedures.
• Train new employees and support branch operations.

Skills

Sales skills

Interpersonal skills

Communication skills

Analytical ability

Attention to detail

Education

High school diploma

Job description

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by receiving members in person and by telephone and meeting all their needs and requests in the areas of consumer lending and new accounts. Promotes products and services in a professional and effective manner.

• Concentrates on building financial relationships with members, using a member advocacy approach.
• Educates members about Home Banking, E-Services and other products. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRAs, credit cards, home banking, debit cards, and direct deposit.
• Maintains an effective working knowledge, including the technical aspects of the products listed above. Helps members determine the suitability of those products.
• Accurately maintains and follows-up on all types of accounts on the computer system.
• Interprets key documents and makes decisions based on policies and member data.
• Corresponds with the membership on eligibility requirements for accounts and loans and denials of credit.
• Answers member questions as well as other employees’ questions concerning the broad range of Credit Union products and information.
• Assists in preparing procedures and documentation for the position.
• May be required to handle teller functions, including responsibility for a cash drawer.
• May be required to open/close branch, following all applicable procedures and policies.
• May assist in training new employees.

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by receiving members in person and by telephone and meeting all their needs and requests in the areas of consumer lending and new accounts. Promotes products and services in a professional and effective manner.

Essential Responsibilities

• Concentrates on building financial relationships with members, using a member advocacy approach.
• Educates members about Home Banking, E-Services and other products. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRAs, credit cards, home banking, debit cards, and direct deposit.
• Maintains an effective working knowledge, including the technical aspects of the products listed above. Helps members determine the suitability of those products.
• Accurately maintains and follows-up on all types of accounts on the computer system.
• Interprets key documents and makes decisions based on policies and member data.
• Corresponds with the membership on eligibility requirements for accounts and loans and denials of credit.
• Answers member questions as well as other employees’ questions concerning the broad range of Credit Union products and information.
• Assists in preparing procedures and documentation for the position.
• May be required to handle teller functions, including responsibility for a cash drawer.
• May be required to open/close branch, following all applicable procedures and policies.
• May assist in training new employees.

Necessary Experience And Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Ability to operate an on-line computer terminal, word processing, email, and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over fifty percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.
• This job description also applies to the Bi-Lingual MSR position, with the addition of being fluent in both written and oral communication in English and Spanish.

Work Environment And Physical Requirements

• Office environment with moderate level of noise.
• Frequent use of telephone, copier, computer, fax machine and other office machines.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Occasional travel for training, meetings, and assisting other branch locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.