Bilingual Member Service Center Representative II (Raleigh)

Description

The Member Service Center Representative II provides quality, electronic and phone service to members, including providing account information and processing account changes. The VC Representative performs a wide range of duties, possesses ample product knowledge and assists members with all services related to accounts.

Essential Duties and Responsibilities:

Member Service: Provides a positive member experience by providing quality service in offering solutions based on member needs.

• Greets members in a courteous, professional manner, providing prompt, accurate, and efficient service over the phone and through the credit union’s electronic channels.
• Handles establishment of new membership, opens accounts, resolves member issues and requests according to credit union policies and procedures.
• Supports varied remote communication channels including online chat, requests through online access portals, telephone, email and any other available channels.
• Promotes products and makes recommendations to members based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.

Account Opening & Maintenance:

• Handles a wide range of transactions, including account transfers, wire transfers and payments.
• Researches and resolves account problems, including checking reconciliations, and errors in transactions.
• Assists members with ordering new cards, issues with online access, account closures and transfers.
• Performs account and ATM/Debit card maintenance.
• Educates members on how to access services available through electronic channels.

Administration:

• Complete full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed
• Participates in community events.
• Moves to and changes branches within the region as required.
• Completes required training.
• Performs other duties as assigned.

Job Duties and Responsibilities under Bank Secrecy Act:

• Recognize and report suspicious practices as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

Requirements

• High School diploma or GED equivalent; 2 years of office/related experience preferred.
• Excellent verbal and written communication skills in English and Spanish.
• Aptitude for building relationships and trust and maintaining professionalism in interactions with members and colleagues.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Proficiency in Microsoft Office and other computer software.

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.