Bilingual Member Service Representative

GreenState Credit Union•Iowa City, IA

About The Position

The Bilingual Member Service Representative (MSR) provides quality, responsive, and professional service to GreenState Credit Union members and staff. As a front-line representative and the face of the credit union, the MSR handles daily transactions and inquiries, answers questions about products and services, and helps members identify and meet their financial needs. The position calls for a member-focused approach, accuracy, integrity, teamwork, and a commitment to continuous improvement. The MSR carries out transactions, supports account and service inquiries, safeguards confidential member information, and maintains cash and balancing responsibilities. The role also builds member relationships through product education and referrals, supports branch opening and closing and security procedures, and participates in community service or credit-union-sponsored events. The position reports to the assigned Manager Retail Branch 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 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 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 a cohesive team.
Must be bondable.

Nice To Haves

Cash handling, sales, and customer service experience is desired.

Responsibilities

Follow Credit Union Service Standards and provide positive, professional service to internal and external members and guests.
Greet members and guests promptly, build rapport, and thank them for their business.
Work collaboratively with coworkers and support a diverse and inclusive work environment.
Safeguard confidential member information and verify identification when necessary; provide account information only to primary or joint owners.
Make weekly outbound service calls to members.
Answer member questions or refer them to appropriate departments or supervisors.
Assist with account discrepancies, statement problems, and complaints, escalating issues as needed.
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 check sales, savings bond transactions, and promotional sales.
Identify members’ financial needs and provide appropriate GreenState products and services or refer them to 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 make referrals that support member needs and team goals.
Examine checks for endorsements and negotiability, determine funds availability under regulations and policy, and place holds when needed with appropriate documentation.
Process mail and night-deposit transactions.
Complete forms and logs, including negotiable instrument logs, vault cash advances and turn-ins, direct deposit forms, and member check orders.
Participate in branch opening and closing procedures; organize the MSR area, turn off equipment, secure confidential information, and complete daily work.
Monitor and manage the vault, including cash disbursements, balancing, end-of-day lock-up, and maintaining appropriate cash levels.
Assist with security procedures and be 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.
Report punctually, work scheduled hours, and work overtime as necessitated by business demand.