FT Member Service Representative (Spanish Preferred)

Mountain America Credit Union; United States; On-site; USD 32,000 - 40,000; Full time

Job summary

Mountain America Credit Union in West Valley, UT seeks a full-time teller to deliver exceptional member service and accurately process transactions. You will assess member needs, open and service accounts, and explain bank products to help members achieve financial goals.

You will participate in outbound outreach, cross-sell products, and support branch operations, including cash handling and security. A high school diploma and six months of experience are required.

Qualifications

• Minimum six months of customer service experience; industry experience preferred.
• Basic understanding of banking products and services is a plus.
• Must be able to complete onboarding requirements within 90 days.

Responsibilities

• Provide exceptional member service by assessing needs and offering suitable products.
• Open new accounts, service existing accounts, and explain products and services.
• Process transactions accurately and efficiently per policies.
• Outbound calls using lead lists to upsell MACU products and services.
• Maintain branch security, handles cash drawer, and assist in opening/closing procedures.
• Respond to member inquiries promptly and follow up to ensure resolution.

Skills

Customer service

Sales

Communication

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.

Job Description

Schedule Full Time; Monday – Friday 8:40am – 6:15pm; Saturdays 8:40am – 2:15pm *Day off during the week when a Saturday is worked*

Location 2531 Redwood Road West Valley

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

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. 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 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

Physical Demands 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 Vision Requirements Close vision (clear vision at 20 inches or less) Distance Vision (clear vision at 20 feet or more) Weight Lifted or Force Exerted 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)

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

Follow @MountainAmericaLife on Facebook and Instagram to see why our team members love working at Mountain America! 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.