Bilingual Member Service Representative II; Carrboro

Job Type: Full‑time

Member Service Representative II (MSR II) provides quality, front‑line service to members, including account opening, maintenance functions, and providing basic loan information. The MSR II performs a wide range of duties, possesses ample product knowledge, and assists members with a variety of services. Additionally, the MSR II interviews members to obtain information, and proposes appropriate financial solutions. Performs Teller I duties approximately 50% of the time.

The MSR II supports efforts to create fully engaged financial relationships with members in accordance with the business strategy.

• Greets and welcomes members in a courteous and professional manner, providing prompt, accurate, and efficient service.
• Has ample knowledge of credit union products and services and is able to educate members.
• Identifies needs, recommends solutions, and offers appropriate LCCU products.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Promotes deposit products based on needs identified.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.

• Handles establishment of new memberships, opens accounts, and processes changes in accounts.
• Handles a wide range of transactions, including account transfers, wire transfers, payments, etc.
• 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 members with requests such as ordering new cards, issues with online access, account closures, and transfers.
• Performs account maintenance, including changes in account type, contact information, name, and ownership.
• Performs ATM/debit card maintenance, including lost/stolen, change of status of ATM/debit card, name changes, transfer of cards, and reissues.
• Assists with member requests in person and over the phone, and directs calls as needed.
• Processes ITIN applications and changes, receives authorization for ITIN application submission, updates member files and contacts member when ITIN arrives.
• Maintains working knowledge on all related policies and procedures, rules and regulations for the teller and member service areas, including account opening and robbery procedures.

• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• May guide/coordinate overall member flow and may train new employees.
• Performs Teller I duties when 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).

• High School diploma or GED equivalent; 2 years’ related/office experience preferred.
• Ability to accurately count, handle cash, calculate figures and amounts such as discounts and interest.
• Ability to proactively solve problems and propose appropriate solutions to members.
• Aptitude for building relationships, and quality member service and sales.
• Ability to demonstrate knowledge and promote the credit union and its products and services.
• Strong organizational skills and attention to detail.
• Ability to perform efficiently in a fast‑paced, multi‑task environment.
• Ability to maintain professional demeanor in interactions with members and colleagues.
• Excellent verbal and written communication skills in English and Spanish.
• Proficienc…