Virtual Member Service Associate - Bilingual Preferred

About the position

The Virtual Member Service Associate (VMSA) at Gesa Credit Union is responsible for delivering exceptional customer service through Interactive Teller Machines (ITMs). This role involves engaging with members, providing solutions to their concerns, and promoting financial literacy while maintaining a comprehensive understanding of the credit union's products and services. The VMSA plays a crucial role in enhancing member relationships and ensuring a smooth banking experience.

Responsibilities

• Provide exceptional member service.
• Solve problems, take ownership of member concerns, provide prompt resolutions, and follow-up.
• Have a core understanding of financial literacy and be able to discuss it with members.
• Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
• Offer appropriate products and/or services to deepen member relationships and refer to other team members as appropriate.
• Meet or exceed established service levels, job performance, referral, and organizational goals.
• Constantly adapt to changing priorities with a positive attitude.
• Ensure Interactive Teller Machines are always working properly.
• Perform transactions and service requests on member accounts in an accurate and timely manner.
• Accurately follow all Interactive Teller procedures and balance your virtual drawer at the end of every day.
• Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
• Other duties and projects as assigned.

Requirements

• Exceptional customer service skills.
• In-depth knowledge of products and services, banking policies and procedures.
• Strong financial literacy skills.
• Professional written and verbal communication skills.
• Ability to make sound decisions that minimize risk in a timely manner.
• Ability to ask open-ended and clarifying questions to understand member needs.
• Professional interpersonal skills to relate effectively to members and colleagues.
• Respect and support for diversity in the workplace.

Nice-to-haves

• Bilingual in Spanish preferred.

Benefits

• Opportunities for career growth and development.
• Focus on employee wellbeing and prosperity.