Bilingual Member Service Representative

GreenState Credit Union•Cedar Rapids, IA

About The Position

The Member Service Representative (MSR) provides responsive, professional service to GreenState Credit Union members and staff. As a front-line representative, the MSR handles daily transactions and inquiries, answers questions about transactions and Credit Union products and services, and identifies member needs. The role calls for a member-focused employee who values accuracy, integrity, teamwork, and continuous improvement. The MSR carries out a broad range of member-service and cash-handling tasks, maintains confidentiality, supports members with account issues, and connects them with appropriate products, services, or specialized departments. The role also includes branch opening and closing procedures, cash and vault balancing, security responsibilities, and participation in community events. The position reports to the Manager Retail Branch as assigned and does not supervise other employees. The stated schedule is Monday through Friday, 8:30 a.m. to 5:15 p.m., and Saturday, 8:45 a.m. to 12:30 p.m., with work on two to three Saturdays per month. The hourly pay range is $17.39–$20.33, with 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 engage individuals, build rapport, and establish and maintain member loyalty.
Thorough knowledge of deposit products and regulations.
Accuracy in cash handling and transaction recording, 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 team.
Must be bondable.
Ability to work the stated schedule, including two to three Saturdays per month, and overtime when required by business demand.

Nice To Haves

Cash handling, sales, and customer service experience desired.

Responsibilities

Follow Credit Union Service Standards and support GreenState’s mission and vision.
Provide positive, professional service to members and guests, including greeting them promptly and thanking them for their business.
Demonstrate teamwork and support a diverse and inclusive work environment.
Protect confidential member information and account records, request identification when needed, and provide account information only to authorized 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, and money order, cashier’s check, savings bond, and promotional material sales.
Identify members’ financial needs and provide suitable GreenState products and services or refer them to specialized departments.
Maintain a satisfactory balancing record and educate members and staff about product and service features and benefits.
Refer beneficial products and services to members in support of team goals.
Examine checks for endorsements and negotiability, determine funds availability under applicable regulations and policy, and place holds when necessary with appropriate documentation.
Process mail and night-deposit transactions.
Complete forms and logs, including negotiable instrument logs, vault cash records, direct deposit forms, and member check orders.
Participate in branch opening and closing procedures, organize the MSR area, turn off equipment, and secure confidential information.
Complete daily balancing and reconciliation of drawer differences.
Monitor and manage the vault, including cash disbursements, balancing, and end-of-day lockup, and maintain 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.
Report punctually, work scheduled hours, and work overtime as necessitated by business demand.