Member Advisor Bilingual

Position Purpose

The Bilingual Member Advisor plays a vital role in building trusted financial relationships with our diverse membership by delivering high-quality service, expert guidance, and operational excellence in both English and Spanish. This role goes beyond basic transactions. It is about providing personalized financial support, resolving concerns with care, and ensuring members feel confident navigating their financial lives in their preferred language As a frontline ambassador of the credit union, the Bilingual Member Advisor serves as a trusted resource for Spanish-speaking members, ensuring equitable access to products, services, and financial education. This role supports both transactional and consultative service, contributing to the overall success, growth, and inclusivity of the branch. This role is accountable for completing all assigned compliance and information security training and adhering to all credit union policies and regulatory requirements, including the Bank Secrecy Act and Office of Foreign Assets Control standards.

Duties & Responsibilities

Assumes Responsibility for Providing an Exceptional Bilingual Member Experience:

• Serves as a primary point of contact for English and Spanish-speaking members, ensuring every interaction is welcoming, efficient, and solutions-oriented.
• Communicates complex financial information clearly and accurately in both languages.
• Builds rapport and trust through culturally aware and inclusive engagement.
• Listens actively to member needs and provides tailored recommendations that support their financial goals.
• Resolves questions, concerns, and account issues with ownership, urgency, and professionalism.
• Educates members on digital banking tools, including online banking and bill payment systems, in their preferred language.
• Completes special service requests such as immigration letters, pre-authorized draft forms, and forgery affidavits while ensuring understanding and proper documentation.
  
  

Assumes Responsibility for Performing a Wide Range of Account and Transaction Services:

• Executes financial transactions accurately and opens new accounts with attention to compliance, accuracy, and member education.
• Processes deposits, withdrawals, payments, and transfers efficiently.
• Opens and services personal accounts including checking, savings, certificates, and IRA accounts.
• Performs account maintenance such as ownership changes and address updates.
• Assists members with checkbook balancing, stop payments, and fee resolution.
• Compiles documentation for direct deposit, payroll, allotments, and automatic transfers.
• Ensures all disclosures are reviewed and explained thoroughly in the member’s preferred language.
  
  

Assumes Responsibility For Supporting Branch Growth And Relationship Development:

• Conducts needs-based conversations in English and Spanish to uncover opportunities for loans, credit cards, insurance, or investment referrals.
• Refers members to internal specialists and partners as appropriate.
• Supports monthly production goals by identifying appropriate solutions that deepen relationships.
• Maintains strong product knowledge to confidently advise and educate members.
• Acts as a resource for teammates when language assistance is needed.
  
  

Assumes Responsibility For Operational And Compliance Excellence:

• Maintains high standards for operational accuracy, branch security, and risk mitigation.
• Balances and maintains assigned cash drawer and/or vault according to policy.
• Assists with daily branch operations including ATM balancing, night drop, and opening/closing procedures.
• Posts and balances payroll deposits from groups within the field of membership.
• Ensures timely completion of logs, reports, and documentation in accordance with internal controls.
• Adheres to all regulatory guidelines, including BSA, OFAC, and privacy standards.
• Participates in audits, compliance training, and continuous improvement initiatives.
  
  

Skills & Qualifications

Assumes responsibilities for related duties as required or assigned.

Education/Certification & Experience:

• High School diploma or equivalent
• Minimum one (1) year of financial institution, retail banking, or customer-facing sales and service experience.
• Experience opening accounts or performing comparable servicing duties
• Fluency in English and Spanish required, including the ability to read, write, and translate financial terminology accurately
  
  

Skills/Abilities:

• Strong attention to detail with proven accuracy in handling transactions and documentation
• Excellent interpersonal, communication, and problem-solving skills
• Proficiency with digital tools and comfort navigating multiple systems
• Demonstrated desire to grow within the organization
• Compliance with all governing regulations, especially the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws
  
  

Qualifications

Behaviors

Preferred

Enthusiastic: Shows intense and eager enjoyment and interest

Dedicated: Devoted to a task or purpose with loyalty or integrity

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Team Player: Works well as a member of a group

Motivations

Preferred

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Goal Completion: Inspired to perform well by the completion of tasks

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)