Bilingual Member Service Representative

GreenState Credit Union•Cedar Rapids, IA

6d•$17 - $20

About The Position

The Member Service Representative (MSR) provides quality, responsive, and professional service to GreenState Credit Union members and staff through daily transactions and inquiries. As a frontline representative of the credit union, the MSR answers questions about transactions and products and services, recognizes members’ financial needs, and provides appropriate information or referrals. The role emphasizes accuracy, integrity, teamwork, continuous improvement, confidentiality, and a positive member-focused approach. The MSR performs a broad range of teller and account-service transactions, supports members with account issues, and helps educate members and staff about GreenState products and services. The position also includes balancing cash and transaction records, managing vault and cash-recycling operations, completing opening and closing procedures, and participating in community and credit-union-sponsored events. The role reports to the Manager Retail Branch as assigned and has no supervisory responsibilities. Hours are Monday through Friday, 8:30 a.m.–5:15 p.m., and Saturday, 8:45 a.m.–12:30 p.m., with Saturday work 2–3 times per month. The position is hourly, with a stated pay range of $17.39–$20.33 per hour, a monthly incentive opportunity, and a progressive benefits package. GreenState offers a Bilingual Pay Program for qualifying applicants.

Requirements

High school diploma or equivalent, such as a GED.
Interpersonal skills to represent the Credit Union positively.
High energy and the ability to initiate conversations, build rapport, and establish and maintain member loyalty.
Thorough knowledge of deposit products and regulations.
Accuracy in cash handling and recording daily transactions, with strong attention to detail.
Good telephone manners and techniques.
Ability to work with minimal direction and exercise sound judgment.
Member account problem-solving skills.
Proficiency with related computer applications, spreadsheets, word processing, and database applications.
Ability to develop and maintain effective working relationships as part of a cohesive team.
Must be bondable.

Nice To Haves

Cash-handling experience.
Sales experience.
Customer-service experience.

Responsibilities

Follow Credit Union Service Standards in carrying out GreenState’s mission and vision.
Provide positive service to internal and external members, including greeting members and guests promptly and courteously and thanking them for their business.
Demonstrate teamwork and support a diverse and inclusive work environment.
Protect the confidentiality of member records and account information, verify identification when necessary, and provide account information only to primary or joint owners.
Make weekly outbound service calls to members.
Answer member questions or refer members to appropriate departments or supervisors.
Assist with account discrepancies, statement problems, and complaints, escalating issues as necessary.
Perform member transactions, including deposits, withdrawals, transfers, check cashing, loan and credit card payments, cash advances, bond redemptions, official check disbursements, money order and cashier’s check sales, savings bond transactions, and promotional sales.
Recognize members’ financial needs and provide appropriate GreenState products and services or refer members to specialized departments.
Maintain a satisfactory balancing record and complete daily balancing and reconciliation of drawer differences.
Educate members and staff about product and service features and benefits, and refer members to products and services that support their needs and team goals.
Review checks for endorsements and negotiability, determine fund availability under applicable regulations and policy, place holds when necessary, and provide required documentation.
Process mail and night-deposit transactions.
Complete forms and records, including negotiable instrument logs, vault cash advances and turn-ins, direct deposit forms, and member check orders.
Participate in opening and closing procedures, organize the MSR area, turn off equipment, and secure confidential information.
Monitor and manage the vault, including cash disbursements, balancing, end-of-day lock-up, and maintaining appropriate cash levels.
Assist with security procedures and maintain accountability for office keys and combinations.
Balance, maintain, and correct the coin machine and cash recyclers.
Participate in community service organizations and/or Credit Union-sponsored events.
Report punctually, work scheduled hours, and work overtime when required by business demand.