Bilingual Member Service Representative

GreenState Credit Union•Addison, IL

About The Position

The Member Service Representative (MSR) provides quality, responsive, and professional service to GreenState Credit Union members and staff. As a front-line representative, the MSR handles daily transactions and inquiries, answers questions about Credit Union products and services, and helps members identify and meet their financial needs. The role calls for accuracy, integrity, teamwork, a member-focused approach, and ongoing improvement. The position also supports GreenState’s purpose of creating lasting value for members, communities, and one another in a diverse and inclusive workplace. The position’s stated hours are Monday through Friday, 8:00 a.m. to 5:30 p.m., and Saturday, 9:00 a.m. to 12:30 p.m. Qualifying applicants may be eligible for GreenState’s Bilingual Pay Program. The hourly pay range is $19.47–$22.76, with a monthly incentive opportunity and a progressive benefits package. The position reports to the Manager Retail Branch as assigned and does not supervise other employees.

Requirements

High school diploma or equivalent, such as a GED.
Interpersonal skills to represent the Credit Union positively.
High energy and the ability to approach people, engage in conversation, build rapport, and maintain member loyalty.
Thorough knowledge of deposit products and regulations.
Accuracy in cash handling and recording transactions, with 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, sales, and customer service experience are desired.

Responsibilities

Follow Credit Union Service Standards and support GreenState’s mission and vision.
Provide positive service to internal and external members, including greeting members and guests promptly, acknowledging them, and thanking them for their business.
Work collaboratively with coworkers and support a diverse and inclusive workplace.
Protect the confidentiality of member information and account records; request identification when necessary and share account information only with primary or joint owners.
Make weekly outbound service calls to members.
Answer member questions or refer members to the appropriate department or supervisor.
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, and sales of money orders, cashier’s checks, savings bonds, and promotional materials.
Build member relationships by identifying financial needs and providing or referring members to appropriate products, services, or specialized departments.
Maintain a satisfactory balancing record and complete daily drawer balancing and reconciliation.
Educate members and staff about product and service features and benefits, and refer members to products and services that support team goals.
Examine checks for endorsements and negotiability, determine funds availability under applicable regulations and policy, and place holds and provide documentation when needed.
Process mail and night deposit transactions.
Complete forms and logs, including negotiable instrument logs, vault cash advances and turn-ins, direct deposits, and member check orders.
Participate in opening and closing procedures, organize the MSR area, turn off equipment, and secure confidential information at day’s end.
Monitor and manage the vault, including cash disbursements, balancing, end-of-day lock-up, and maintaining appropriate cash levels.
Assist with security procedures and remain accountable 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.
Work scheduled hours punctually and work overtime as necessitated by business demand.