About the position
The Bilingual Member Service Specialist at SELCO Community Credit Union plays a crucial role in delivering exceptional service to members, team members, and guests. This position is designed for individuals who are fluent in both English and Spanish, allowing them to effectively communicate with a diverse member base. The specialist is expected to demonstrate adaptability and leadership skills while upholding SELCO's Mission Statement, Corporate Values, Service Promises, and Exceptional Customer Service Standards. The role requires adherence to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations. The specialist will interact with both internal and external customers in a warm and friendly manner, showing a sincere interest in helping them. Consistently achieving individual performance goals and contributing to departmental and organizational objectives is essential. The specialist will represent SELCO with integrity and professionalism, support change initiatives, and actively participate in required meetings and training sessions. In terms of specific responsibilities, the Bilingual Member Service Specialist will provide member service with a high level of accuracy and efficiency. This includes building and developing member relationships by asking open-ended questions to identify their needs. The specialist will perform routine and complex teller services, process various member service requests, and assist with loan services. They will also be responsible for answering incoming calls and resolving inquiries, as well as assisting team members and other departments as needed. The role requires a proactive approach to quality control, with the specialist expected to promptly resolve exceptions identified through audits and take steps to prevent future issues. Additionally, the specialist will play a key role in protecting both the member and SELCO from potential losses by detecting errors and preventing fraud.
Responsibilities
- Provide exceptional member service and support to SELCO Community Credit Union's members, team members, and guests.
- Demonstrate adaptability and leadership skills while upholding SELCO's Mission Statement and Corporate Values.
- Adhere to federal and state regulations, SELCO policies, and confidentiality requirements.
- Interact with customers in a warm and friendly manner, showing a willingness to help.
- Achieve individual performance goals and contribute to departmental objectives.
- Build and develop member relationships by identifying their needs through open-ended questions.
- Perform routine teller services, including cash handling and transaction posting.
- Process complex member service requests, including account openings and problem resolution.
- Answer incoming calls and assist with specific inquiries related to member services.
- Conduct loan interviews and assist with loan signing and disbursement processes.
- Resolve exceptions identified through quality control audits and take preventive measures against future issues.
Requirements
- Fluency in both English and Spanish is required.
- High school diploma or equivalent is necessary.
- At least one year of customer service or sales experience is required.
- Must maintain active federal registration with the Nationwide Mortgage Licensing System.
- Must be bondable.
- Strong customer service skills and ability to use the GVAL-HI approach to service.
- Effective communication and active listening skills across various interaction methods.
- Basic math and cash handling skills are essential.
- Strong computer skills, including proficiency in Microsoft Office 365 applications.
- Ability to work collaboratively with others and demonstrate strong interpersonal skills.
- Excellent time management, prioritization, and organizational skills.
Nice-to-haves
- Experience in the financial services industry is preferred.
- Knowledge of SELCO's products and services is a plus.
- Previous experience in a bilingual customer service role is advantageous.
Benefits
- 401(k) retirement plan with guaranteed employer contributions
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off for personal and volunteer hours
- 10 paid holidays per year
- Wellness and educational reimbursements
- Discounted rates on select SELCO services
