Bi-Lingual Member Services Specialist

Assists Members with a wide variety of services, uses problem solving skills and knowledge of products and services to meet member’s financial needs. Opens new membership accounts and additional accounts for existing members. Promotes and cross-sells NCCU’s products and services.

Provides a friendly and professional atmosphere for members and co-workers via phone and in person. Contributes to the exceptional member service experience by utilizing excellent communication, resolution and follow-up skills.

Essential Job Functions and Basic Duties:

Tellering:

· Provides efficient and courteous service that exceeds member expectation.

· Receives and processes member financial transactions including, but not limited to, deposits, withdrawals, transfers and loan payments.

· Examines negotiability of checks presented for cash or deposit within NCCU guidelines.

· Maintains and secures a teller cash drawer and is responsible for balancing in accordance with NCCU teller balancing guidelines.

· Answers questions and solves problems for members promptly and professionally by collecting necessary data, asking additional questions and completing any required follow-up. Presents issues to management as needed.

· Identifies cross-selling opportunities and educates members on credit union products and services. Maintains up-to-date knowledge of the features and benefits of all products and services at the credit union.

· Performs a variety of other duties: scans and images daily work, checks and various other documents.

· Scans checks and ensures they balance through the Check 21 System, files paperwork, answers the phone and responds to caller’s request timely.

· Understands and adheres to all pertinent regulations and Credit Union policies and procedures.

Member Service:

· Processes requests to open new memberships and accounts including shares, checking, and certificates of deposit.

· Assists members with various requests including printing statements, updating member information, address changes, helping members with online banking, and resolving account issues.

· Cross-sells products and services to reach individual sales goals. Participates and collaborates as a member of the team in team efforts to achieve departmental and company goals.

· Exhibits excellent member service and communication skills when handling member’s issues.

· Interprets written procedures.

· Opens and closes the branch according to procedures.

Additional Duties

· Complies with all safety policies, practices and procedures. Reports all unsafe activities to supervisor and/or Human Resources.

· Participates in after-hours or weekend events sponsored by the credit union.

· Maintains privacy and confidentiality of members account information. Follows established guidelines.

· Perform other duties as assigned., Job descriptions assist companies in ensuring that the hiring process is fairly administered and that qualified employees are selected. The job functions and duties on the job description are not all-inclusive and that additional functions and requirements may be assigned as necessary. Job descriptions are not intended as and do no create employment contacts. The company maintains its at-will employer status.

High school education or GED.

Six months to two years of cash handling and customer experience

Knowledge, Skills and Attributes

Language: Able to convey verbal and written information effectively. Bilingual preferred.

Active Listening: Gives full attention to what other people are saying, takes time to understand the points being made and asks questions as appropriate without interrupting.

Mathematical: Able to calculate figures and amounts and has accurate counting skills.

Problem Solving: Able to apply general rules to specific problems to produce answers that make sense. Is able to tell when something is wrong or is likely to go wrong.

Computer: Able to use and learn computer software and systems.

Adaptability: Adapts to changes in the work environment.

Service Orientation: Actively looks for ways to help people.

Working Environment

Noise level is quiet

Office-type environment

No unpleasant/ hazardous conditions

Physical Requirements

Required to stand, walk, and sit for long periods of time.

Repetitive motion and finger dexterity with keyboard use.

Able to lift up to 15 pounds on occasion., * cash handling: 1 year (Required)

Language:

• Spanish (Required)

License/Certification:

• Certified Notary Public (Preferred)

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance