Contact Center Representative 1- Bilingual

Job Duties

• Aid members with account-related services
• Exceed member expectations through efficient, proactive, and accurate service across various delivery channels
• Enhance member experience by:
• Actively listening to and assessing member needs
• Explaining product and service features and benefits
• Offering targeted solutions to meet member needs
• Ensuring timely availability for phone assistance
• Recognizing and acting on membership and service opportunities to promote growth and loyalty
• Comply with the Credit Union’s compliance requirements, including the Bank Secrecy Act (BSA), and report suspicious activity
• Preserve member and Credit Union information with utmost confidentiality and security
• Monitor and address potential risks to ensure member and employee safety and security
• Contribute to a productive, team-oriented work environment while meeting established goals and metrics
• Stay updated on Sunward policies, procedures, systems, and processes
• Operate effectively in a fast-paced environment, meeting service level agreements
• Complete annual BSA and OFAC training

Requirements

• Minimum one year of customer service experience, preferably in a financial institution or contact center
• Thorough knowledge of Credit Union products and services, including features and benefits
• Ability to cross-sell effectively and demonstrate sales skills
• Proficiency with personal computer applications and in-house programs, including third-party software
• High school diploma or equivalent
• Strong interpersonal skills, demonstrating empathy and understanding in handling difficult situations
• Effective communication skills, both verbal and written, with the ability to explain financial concepts clearly
• Demonstrated ability to ensure accurate documentation and maintain high standards in accuracy, adaptability, and initiative
• Excellent organizational and time management skills, able to prioritize and handle multiple tasks effectively