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Latino Community Credit Union · 4 days ago

Senior Member Service Representative

Greensboro, NC

Full-time

Onsite

Mid, Senior Level

3+ years exp

Latino Community Credit Union is seeking a Senior Member Service Representative to provide comprehensive front line service to members. The role involves establishing memberships, handling account openings and maintenance, solving complex member issues, and assisting with loan processing.

CreditFinancial ServicesNon Profit

Growth Opportunities

Responsibilities

Provides a positive member experience by providing quality service in the establishment of new memberships, opening accounts including Organizational, Microbusiness, IRAs Etc, and offering solutions based on member needs to create fully engaged financial relationships with members

Greets members in a courteous and professional manner, providing prompt, accurate, and efficient service

Has a strong knowledge of products and services and is able to educate members

Identifies needs, recommends solutions, and offers appropriate LCCU products

Promotes deposit products based on needs identified

Learns and applies LCCU service model concepts consistently in interactions with members

Possesses working knowledge of deposit insurance, credit union laws, special services, and the financial education program and materials

Promotes, explains, and sells other credit union services such as consumer and mortgage loans, IRAs, certificates, debit and credit cards, online access, cashier’s checks, and others

Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans, and promotional products and services

Knowledgeable about how LCCU products and services compare with other financial institutions

Identifies, develops, and maintains a quality network of relationships to serve as a source for new loan referrals

Accurately establishes new membership, opens accounts, resolves member issues, and any other member requests according to credit union policies and procedures

Handles establishment of new memberships, opens all accounts (Organizational Account, IRAs, , and processes changes in accounts

Performs a wide range of transactions, including wire transfers, and account transactions

Promptly researches and resolves account problems, checking reconciliations, errors in transactions, and any other issues presented by the membership

Supports members in identifying disputes, fraud or errors in transactions, completes corresponding paperwork and procedures to resolve the issue

Assists with member requests, such as ordering new cards, issues with online access, account closures, transfers, and any other requests

Performs account maintenance, including contact information, name, Tax ID or SSN, or any other data included on the account form (such as POD)

Performs ATM/debit card maintenance, including lost/stolen, change of status of ATM/debit card, name changes, transfer of cards, and reissues

Performs credit card account maintenance

Seeks solutions and solves complex member issues or complaints with minimal supervision

Answers complex member questions over the phone, and directs calls as needed

Stays up-to-date and proficient in member service areas including changes in processes and systems

May guide/coordinate overall member flow over the phone and in the branch

Supports the branch in loan production efforts, including administration and educating members on available loan products

Grants advances on existing credit, including open lines and home equity lines of credit, under the guidance of an approving officer

Assists in consumer loan documentation and processing. Must be able to obtain:Carfax, NADA, Appraisal, Income Verification, Credit Report, Bill Of sale, Title Maintenance, Issue Loan Checks

Provides basic information regarding mortgage programs and assisting as needed

Processes ITIN application and changes, updates member files and contacts member when ITIN arrives

Prepares cash orders and verifies cash delivery and shipment

Provides collection support and reports applicable charge offs and recoveries to the branch manager

Serves as MSR trainer

Performs Teller II functions as needed

Maintains records, files paperwork, scans documents, and performs other clerical duties as needed

Complies with Balancing Standards and Teller Performance Standards

Participates in community events

Performs other duties as assigned

Moves to and changes branches within the region as required

Completes required training

Complete required CTR procedures and reporting on all cash transactions over $10,000

Recognize and report suspicious practices as required

Report all structured member transactions and Suspicious Activity Report (SAR) as required

Successfully complete required annual compliance training courses (BSA/Identity Theft)

Qualification

Member service expertiseLoan processing knowledgeBilingual (English/Spanish)Microsoft Office proficiencyProblem-solving abilityOrganizational skillsAttention to detailRelationship buildingCommunication skills