Member Service Representative - Bilingual

Provide service excellence to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving. Responsible for determining members' financial needs and making referrals where necessary, promoting the Credit Union's product line, processing new accounts/loan applications, resolving member account/loan problems, and assisting members to the fullest extent possible. Handles escalated member inquiries and requests and is responsible for servicing a specific area of the business, i.e. product line, etc. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

This position is onsite. 

NYC Salary range: $60,770 - $62,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Utilize the service excellence model to provide a memorable member experience with each interaction.
• Utilize the service excellence model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
• Meet, greet, and direct members; coordinate and arrange appointments with other branch staff as needed.
• Research member account/loan issues, determine action necessary to resolve the issue, and ensure that this action is taken in a timely fashion. Follow up to ensure that the issue is corrected, and keep members informed of the status of their issues.
• Keep abreast of changing/new regulations, UNFCU products, procedures and technology.
• Verify eligibility of prospective members, establish new memberships, and open new accounts.
• Perform opening and maintenance activities on accounts and memberships in accordance with compliance regulations.
• Respond to member telephone and email inquiries and requests. Prepare responses to member correspondence in accordance with UNFCU’s Corporate Communication Guidelines.
• Provide overrides and signing of official checks, and initiate wires within authority limit.
• Maintain confidentiality of all member account information.
• Participate in Credit Union training programs.
• Perform additional responsibilities as assigned
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
  • Maintain awareness of and report suspicious activity
  • Complete all relevant BSA reports promptly and accurately (e.g. CTRs, SARs)
  • Complete annual BSA/AML/OFAC training

• High school diploma or equivalent
• 3-4 years of customer service experience, banking preferred
• Notary public required or must be obtained within 90 days 
• Computer proficiency and working knowledge of MS Office
• Banking product knowledge and adherence to banking guidelines
• Excellent oral and written communication skills.
• Ability to multi-task in a fast paced environment.
• Ability to resolve and follow through on complex and escalated member inquiries.
• Bilingual in Spanish, Portuguese or other language.

• Knowledge of regulations pertaining to accounts, service, confidentiality, disclosure requirement and lending

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.