Call Center Rep - Spanish Bilingual Preferred

About the role

Contact Center Consultants are the first responders for the Credit Union and work together in a One-Team Many-Voices environment. Through communication, training, and continued learning/development, you will be able to assist members with questions associated with many areas of the organization. Many of our consultants move on to become supervisors and/or work in other areas of our credit union. It's a wonderful place to build a solid understanding of our organization and to serve our membership! Join our team of professionals who are ready to assist, guide, and educate members to enhance their overall financial well-being. This is a great way to start your financial services career!

Responsibilities

• Answer all incoming calls within the established ring time goal
• Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
• Stay apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
• Use pleasant, professional voice, and good listening skills to enhance service
• Assist members with loan inquiries, which may include payoff requests, rate information, processing payments, establishing automatic transfers and payment history details
• Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
• Promote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a team atmosphere within the Credit Union
• Attain and maintain knowledge of all credit union products and services
• Inform existing and prospective members of current promotions and new or updated products/services
• Utilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail household
• Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts
• Place applicable types of stop payments following appropriate procedures
• Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the members
• Assist members with troubleshooting and resolving issues by accessing member's online activity and resetting or unlocking logins
• Prepare and submit all wire transfer requests following appropriate procedures
• Use DocuSign system to securely send appropriate requested documents to members for completion
• Use internal software to review and create copies of cleared items as requested
• Handle adjustments to credit union Member Rewards program
• Answer inquiries regarding funds availability/check holds and releasing holds within approved limits
• Handle debit card requests for ordering, blocking, and travel notifications
• Make fee reversal decisions within approved limits
• Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring
• Complete required assignments for Level I
• Schedule and conduct monthly individual dialogs with Manager
• Assist with department projects, as assigned
• Participate in outside credit union sponsored activities and community/education events to increase credit union awareness
• Perform other duties as required or assigned

Requirements

• High school diploma or GED equivalent
• Minimum of six months financial institution experience or equivalent call center experience preferred
• Skilled use of phone system, computer, and all related software
• Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict
• Ability to work independently and as part of a team, with flexibility to adapt to change
• Problem solving skills, including dealing with potential conflict
• Pleasant and professional appearance
• Pleasant speaking voice
• Good listening skills
• Enjoys working with public using courteous professional approach
• Able to work flexible hours including Saturdays
• Dependable
• Independent worker
• Strong ability to multi-task
• Organizer and planner
• Possess decision-making abilities
• Versatile in all aspects of the CU
• Must have the ability/stamina to work at least 40 hours a week
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data
• Must be able to communicate heavily through telephone, e-mail and in-person communications
• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field

Pay

• $19.50 hourly minimum ($19.00/hr + $1.00/hr Call Volume Premium)
• Potential $2,400 Annual Incentive Bonus
• Potential 4% Annual Company Bonus
• All Contact Center Consultants are eligible for incentives of up to $400 per month, payable so long as employed by A+ Federal Credit Union in the Contact Center on the payment dates, subject to required and authorized taxes, withholdings and deductions

Schedule

• Work from home eligibility after six months with Meets Standard Performance & Manager Approval
• Able to work flexible hours including Saturdays