Bilingual - Member Service & Sales Representative (Teller)

Mountain America Credit Union; Queen Creek (AZ); On-site; USD 35,000 - 46,000; Full time

Benefits offered by this job

Medical and dental benefits

Paid time off

Volunteer time off

401K match

Tuition assistance

Professional development

Job summary

Mountain America Credit Union is hiring a full-time Member Service Representative in Queen Creek, AZ to deliver exceptional service and help members achieve their financial goals. You will assess needs, advise on suitable products, and handle transactions such as new accounts while focusing on satisfaction and retention.

You will use MACU tools to educate members, cross-sell products, and strive to meet sales goals.

Qualifications

• At least six months of customer service experience.
• High school diploma or equivalent.
• A valid driver’s license is required.
• Onboarding includes Branch Foundations and product knowledge training.

Responsibilities

• Provides exceptional member service by assessing needs and advising on products and services.
• Educates members on options and MACU tools, and cross-sells products as appropriate.
• Maintains sales and service goals and follows up to ensure satisfaction.
• Processes transactions accurately and supports branch operations.
• Represents the credit union professionally and responds to communications timely.

Skills

Customer service

Cross-selling

Financial calculations

Communication skills

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Summary

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.

Location and Schedule

LOCATION: Combs Road Branch 150 West Combs Road Queen Creek, AZ 85140

SCHEDULE: Full Time; Monday – Friday 8:40am – 6:15pm; Rotating Saturdays 8:40am – 2:15pm

Compensation and Benefits

Starting competitive pay of $17.00 per hour and can increase depending on experience, plus incentives. AZ Branches have an additional $2.00 per hour location allowance. Additional $1.00 for helping in Spanish. Performance reviews with opportunities to increase compensation.

• Excellent medical and dental benefits with minimal employee contribution (full time employees)
• Paid time off, volunteer time off, and paid holidays
• Matching 401K
• Tuition assistance
• Professional development And more!

Responsibilities

Member Focus

Provides exceptional member service to credit union membership by assessing member needs, advising to meet their needs, and assisting in those transactions, which could include opening new accounts, servicing existing accounts, and explaining our products and services that best suit our member’s needs and accomplish the credit union objectives.

Recognizes member needs, educates on options for managing financial transactions through MACU tools, resources, technology and cross-sells products and services as needs arise through a consultation approach.

Consistent focus on increasing member satisfaction and account retention.

Expected to meet sales and service goals. Uses lead lists to make outbound efforts to call existing membership to provide additional consultation on MACU products and services.

Resolves problems by clarifying member complaints, determining the cause of the problem, providing the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.

Follows up with member interactions with thank you notes and phone calls using the MACU New Member Onboarding approach.

Branch Operations

Maintains cash drawer.

Initiates wire transfers, cashiers checks, and cash advances.

Creates VISA cards.

Opens and processes IRA transactions, certificates of deposit, and redeem savings bonds.

Uses judgement to place appropriate check holds and issue fee reversals.

Assist fraud victims by processing fraud disputes.

Accurately and efficiently processes transactions in accordance with established policies and procedures.

Assists in the opening and closing procedures of the branch.

Responsible for Branch Security which includes vault combinations, security codes, and member information.

Other Responsibilities

Represents the credit union in a professional manner, both in dress and in actions.

Keeps work area neat and clean.

Responds to email/voicemail/missed calls/other communication in a timely manner.

Actively participates and completes product knowledge courses.

Travel may be required.

Complies with all regulations as required by law.

Performs other duties as assigned.

Qualifications

Knowledge, Skills, and Abilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

At least six months of customer service experience. Industry experience preferred.

Education

High school diploma or equivalent.

Licenses, Certificates, Registrations, Trainings

A valid driver’s license is required.

Onboarding Requirements

To be completed during the first 90 days: MSR onboarding through the following: Branch Foundations, Teller Branch Checklist, Products & Services, Teller Follow-up Training, Computer/Office Equipment Skills. Proficient computer operating skills. Understanding of Microsoft Office Suite (Outlook, Word, Excel).

Managerial Responsibility

No supervisory/managerial responsibilities.

Other Skills and Abilities

Thorough knowledge of credit union policies, procedures and regulations.

Ability to identify lending opportunities and make recommendations.

Ability to cross-sell financial services of the credit union 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

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.

Close vision (clear vision at 20 inches or less).

Distance Vision (clear vision at 20 feet or more).

Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.

Environmental

There are no unusually environmental factors.

Noise Environment: Moderate noise (business office with computers and printers, light traffic).

Company Information

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

Mountain America Credit Union is one of the foremost financial institutions in the country, with more than 95 branches located in 5 states (Utah, Idaho, Nevada, Montana, and Arizona). We believe that a healthy balance between work, home life, and play is essential to our team members and our success. We offer a friendly, comfortable and inclusive work environment, fun employee activities and exciting charity events to ensure that no day is dull at Mountain America.

Our purpose is to help members enjoy a good life by providing them a positive incentive to save and manage their finances. We also give members easy access to their accounts and allow them to control their funds in a variety of ways, including ATMs, online home banking, mobile banking, direct deposit, automatic payment options and access through a large branch network. When making decisions, we always put members' needs first. It's just the way we do business and a part of the "people helping people" philosophy of credit unions.