Call Center Rep - Spanish Bilingual Preferred

Job Type: Full-Time, Non-Exempt

Wage: $19.50 hourly minimum, plus $1.00/hr Call Volume Premium, potential $2,400 Annual Incentive Bonus, and potential 4% Annual Company Bonus. Incentives up to $400 per month are eligible for Contact Center Consultants, payable subject to taxes, withholdings, and deductions. Work from home eligibility after six months with meets standard performance and manager approval.

About the role

Our Contact Center Consultants are the first responders for the Credit Union, working in a One-Team Many-Voices environment. Through communication, training, and continued learning, you will assist members with questions across many areas of the organization. This role is a great way to start your financial services career, with opportunities to move into supervisory roles or other areas of the credit union.

Join a team of professionals dedicated to assisting, guiding, and educating members to enhance their overall financial well-being. It’s a wonderful place to build a solid understanding of our organization and serve our membership.

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 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, including payoff requests, rate information, processing payments, establishing automatic transfers, and payment history details.
• Educate and advise members on account-related questions, rate information, product or service requests, and error resolutions after completing necessary research.
• Promote and maintain quality internal service to cultivate relationships with departments and branches, fostering a team atmosphere.
• 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 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 related to debit card holds, pending transaction processes, and opting members in and out; explain requirements to members.
• Assist members with troubleshooting and resolving issues by accessing online activity and resetting or unlocking logins.
• Prepare and submit all wire transfer requests following appropriate procedures.
• Use DocuSign system to securely send requested documents to members for completion.
• Use internal software to review and create copies of cleared items as requested.
• Handle adjustments to the credit union Member Rewards program.
• Answer inquiries regarding funds availability/check holds and release holds within approved limits.
• Handle debit card requests for ordering, blocking, and travel notifications.
• Make fee reversal decisions within approved limits.
• 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 of financial institution experience or equivalent call center experience preferred.

Skills

• Skilled use of phone system, computer, and all related software.
• Basic math/accounting skills, excellent verbal and written communication skills.
• Research and problem-solving skills, including dealing with potential conflict.
• Ability to work independently and as part of a team, with flexibility to adapt to change.
• Bilingual (Spanish) preferred.

Desirable Traits

• Pleasant and professional appearance.
• Pleasant speaking voice and good listening skills.
• Enjoys working with the public using a courteous, professional approach.
• Able to work flexible hours, including Saturdays.
• Dependable, independent worker.
• Strong ability to multi-task.
• Organized and detail-oriented planner.
• Possesses decision-making abilities.
• Versatile in all aspects of the credit union.

Physical Requirements

• Must have the ability/stamina to work at least 40 hours a week.
• Frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Must be able to communicate heavily through telephone, email, and in-person communications.
• Must be able to engage in problem-solving to identify and resolve potential issues.

Pay

$19.50 hourly minimum, plus $1.00/hr Call Volume Premium, potential $2,400 Annual Incentive Bonus, and potential 4% Annual Company Bonus.