Member Service & Sales Representative (Teller) Bilingual Preferred

Mountain America Credit Union•Phoenix, AZ

3d•Onsite

About The Position

Mountain America Credit Union is hiring a Member Service & Sales Representative (Teller) for its Phoenix McDowell Branch. The role provides exceptional service to credit union members by assessing their needs, advising them on suitable financial products and services, and assisting with transactions and account services. Representatives use a consultative sales approach, help members use MACU tools and technology, and work toward sales and service goals. The position also handles teller and branch operations, including maintaining a cash drawer, processing transactions, preparing financial services, assisting with fraud disputes, and supporting branch opening and closing procedures. The representative is responsible for branch security and must follow applicable policies, procedures, and regulations. Travel may be required. The position is full-time, Monday through Friday from 8:45 a.m. to 6:15 p.m., with rotating Saturdays from 8:45 a.m. to 2:15 p.m. It is based at the Phoenix McDowell Branch, 1601 North 3rd Street, Phoenix, AZ 85004. Starting pay is $17.50 per hour, with potential increases based on experience, incentives, and an Arizona branch location allowance. Additional compensation is available for assisting members in Spanish.

Requirements

At least six months of customer service experience.
High school diploma or equivalent.
Valid driver’s license.
Proficient computer operating skills and understanding of Microsoft Office Suite, including Outlook, Word, and Excel.
Thorough knowledge of credit union policies, procedures, and regulations.
Ability to identify lending opportunities and make recommendations.
Ability to cross-sell credit union financial services to provide exceptional member service.
Ability to perform financial calculations.
Ability to communicate effectively and persuasively in writing and verbally.
Ability to talk, hear, sit, handle or feel objects, and reach with hands and arms consistently; stand, walk, kneel, and crouch occasionally.
Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally.
Close vision and distance vision.

Nice To Haves

Industry experience preferred.
Bilingual ability, particularly Spanish, is preferred.

Responsibilities

Provide exceptional member service by assessing needs, advising members, and assisting with transactions, account openings, and account servicing.
Educate members about options for managing financial transactions through MACU tools, resources, and technology, and recommend or cross-sell appropriate products and services.
Focus on increasing member satisfaction and account retention, and meet sales and service goals.
Use lead lists to make outbound calls to existing members about MACU products and services.
Resolve member complaints by determining causes, providing solutions, expediting corrections or adjustments, and following up to confirm resolution.
Follow up after member interactions with thank-you notes and phone calls using the MACU New Member Onboarding approach.
Maintain a cash drawer.
Initiate wire transfers, cashier’s checks, and cash advances.
Create VISA cards.
Open and process IRA transactions and certificates of deposit, and redeem savings bonds.
Use judgment to place check holds and issue fee reversals.
Assist fraud victims by processing fraud disputes.
Process transactions accurately and efficiently according to established policies and procedures.
Assist with branch opening and closing procedures.
Maintain branch security, including vault combinations, security codes, and member information.
Represent the credit union professionally in dress and conduct, and keep the work area neat and clean.
Respond to email, voicemail, missed calls, and other communications in a timely manner.
Participate in and complete product knowledge courses.
Comply with regulations required by law and perform other duties as assigned.

Benefits

Competitive starting pay of $17.50 per hour, with potential increases depending on experience, plus incentives.
Bilingual allowance for helping members in Spanish.
Additional $2.00 per hour location allowance at Arizona branches.
Additional $1.00 for helping in English and Spanish.
Performance reviews with opportunities to increase compensation.
Medical and dental benefits with minimal employee contribution for full-time employees.
Paid time off, volunteer time off, and paid holidays.
Matching 401(k).
Tuition assistance.
Professional development.