Member Service & Sales Representative (Teller) Bilingual Preferred

Mountain America Credit Union; Phoenix (AZ); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Bilingual allowance

Location allowance

Medical benefits

Paid time off

401K matching

Tuition assistance

Professional development

Job summary

Mountain America Credit Union in Phoenix is seeking a dedicated Full-Time Teller/Member Service role to deliver exceptional service, open and service member accounts, and assist with daily transactions at the McDowell Branch.

You will assess member needs, explain MACU products, and help members reach their financial goals while ensuring accuracy and compliance in all interactions.

Qualifications

• At least six months of customer service experience.
• High school diploma or equivalent.
• A valid driver’s license is required.
• MSR onboarding and related training during the first 90 days.

Responsibilities

• Provide exceptional member service by assessing needs, advising on and processing transactions, including opening or servicing accounts and explaining MACU products and services.
• Cross-sell MACU products and services through consultative conversations.
• Maintain branch operations, including cash drawer, routine transfers, cards, IRAs and CDs.
• Respond to member inquiries promptly via email, voicemail, or calls; follow up to ensure satisfaction.
• Travel may be required and all activities comply with policies and regulations.

Skills

Customer service

Communication skills

Cross-selling ability

Team collaboration

Education

High school diploma or equivalent

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

At Mountain America, we are committed to taking care of all our employees. Starting competitive pay of $17.50 per hour and can increase depending on experience, plus incentives Bilingual allowance for helping members in Spanish AZ Branches have an additional $2.00 per hour location allowance Additional $1.00 for helping in English & 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!

Location

Phoenix McDowell Branch 1601 North 3rd Street Phoenix, AZ 85004

Schedule

Full Time; Monday – Friday 8:45am – 6:15pm; Rotating Saturdays 8:45am – 2:15pm

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 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).

Employers

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.