Bilingual Contact Center Representative II (Durham)

Job Duties and Responsibilities

• Member Service: Provides a positive member experience by providing quality service in offering solutions based on member needs.
• Greets members in a courteous, professional manner, providing prompt, accurate, and efficient service over the phone and through the credit union’s electronic channels.
• Handles establishment of new membership, opens accounts, resolves member issues and requests according to credit union policies and procedures.
• Supports varied remote communication channels including online chat, requests through online access portals, telephone, email and any other available channels.
• Promotes products and makes recommendations to members based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.

Account Opening & Maintenance

• Handles a wide range of transactions, including account transfers, wire transfers and payments.
• Researches and resolves account problems, including checking reconciliations, and errors in transactions.
• Performs account and ATM/Debit card maintenance.
• Educates members on how to access services available through electronic channels.

Administration

• Completes full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed.
• Participates in community events.
• Moves to and changes branches within the region as required.
• Completes required training.
• Performs other duties as assigned.

Job Duties and Responsibilities under Bank Secrecy Act

• Recognize and report suspicious practices as required.

Automatic Salary Growth

• Employees will receive a salary increase every four months based solely on their permanence in the position, with no performance review required.

Qualifications

• A High School diploma or GED equivalent.
• A minimum of 6 months in customer service and 6 months in a call center environment or 6 months in the financial industry is preferred.
• Excellent verbal and written communication skills in English and Spanish.
• Aptitude for building relationships and trust and maintaining professionalism in interactions with members and colleagues.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Proficiency in Microsoft Office and other computer software.

Benefits

• A competitive salary and benefits package, including an employer-paid medical insurance plan, 401(k) plan (with a substantial company match), employer-paid life and disability plan, and generous paid time off to maintain a healthy work/life balance.

About the Role

• LCCU is the perfect fit for you if:
• You are motivated to learn and grow into the best version of your professional and personal self.
• Your core values resonate with pursuing meaningful results to make a positive difference in your community.
• You thrive in an environment with team members who work from the heart.

Benefits

• Fosters a culture that incites creativity, encourages collaboration, and provides the opportunity for our employees to be their best and build their careers.