Member Services Representatives I (Bilingual)

Usf Fed Cred Union • FL

129d

About The Position

The Member Services Representative I (MSR I) serves as the first point of contact for credit union members, providing exceptional service and support primarily over the phone. This role is responsible for assisting members with inquiries, processing transactions, and promoting credit union products and services while ensuring compliance with all policies, procedures, and regulatory requirements.

Requirements

• A high school diploma or equivalent.
• 1 year of customer service experience in a financial institution, call center, and/or retail environment required.
• Bilingual required for this position.
• A friendly, courteous, and professional attitude.
• Excellent spoken, written, and visual communication and presentation skills.
• Ability to multi-task with excellent organizational and project management skills.
• Working knowledge of MS Office (Word, Excel, PowerPoint).
• Ability to handle a high volume of member interactions with patience, positivity, and accuracy.
• Must be a team player, self-starter, highly motivated and self-confident with the ability to work collaboratively and independently.
• Must enjoy working with the public and be able to effectively deal with people under adverse and stressful conditions.
• Must possess a thorough understanding of the Bank Secrecy Act, as well as other applicable federal regulations.

Responsibilities

• Assist members and potential members with day-to-day banking needs, including account inquiries, online banking support, funds transfers, loan payments, debit card assistance, and more.
• Meet or exceed sales goals by identifying potential sales opportunities and upselling products or services when relevant.
• Make recommendations and cross-sell additional products and services, including core account products, checking, money market, certificates, loan products, e-services, referrals etc. that deepen member relationships.
• Meet or exceed performance goals related to service quality, productivity, and member satisfaction.
• Ensure all member interactions comply with authentication protocols, credit union policies, and regulatory requirements (including BSA/AML, Reg E, and IRA regulations).
• Perform other duties as assigned.

Benefits

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts.
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance.
• Employee Assistance Program.
• Undergraduate and Graduate Tuition Reimbursement.
• In-depth New Employee Orientation showcasing Credit Union Values and Vision.
• A Think Big culture dedicated to performance excellence and continual growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED