Contact Center Representative-Spanish Speaker

Position Purpose

To serve as the first point of contact for our members by answering incoming calls, actively listening to understand needs, and working toward first call resolution whenever possible. This role delivers consistently excellent member experience by providing accurate, timely service; communicating clearly and professionally; using sound judgment and available resources to determine next steps; and collaborating with internal teams when transfer or escalation is needed.

Essential Functions & Responsibilities

• Handle incoming phone calls with professionalism, patience, and a member-first approach; build rapport quickly and maintain a calm, respectful tone in all situations.
• Ask effective questions and actively listen to identify the true need; anticipate next steps and offer clear, collaborative solutions that make life easier for the member.
• Strive for first-call resolution by using available tools, knowledge, and resources; follow through to completion and ensure members understand outcomes and expectations.
• Direct members to appropriate staff when needed, ensuring warm handoffs and clear documentation to keep the member experience seamless.
• Process routine transactions accurately and efficiently, including loan payments, withdrawals, transfers, check orders, and other clerical tasks; maintain attention to detail and protect member information.
• Manage account-related requests with consistent application of policies and sound decision-making, including blocking/reordering plastic cards, stop payments, closing loans when appropriate, and handling disputes.
• Research and resolve member concerns, complaints, and technology issues by evaluating options, selecting appropriate solutions, and escalating when necessary.
• Aid in online banking and account inquiries by explaining steps clearly, confirming understanding, and helping members feel confident using digital tools.
• Educate members on Credit Union products and services, including Wealth Management Services, and provide referrals for financial solutions aligned with member needs.
• Identify opportunities to enhance the member experience by sharing first-hand member feedback and trends with leadership or partners; recommend improvements to products, services, or processes.

Compliance, Training & Collaboration

• Maintain up-to-date knowledge of Credit Union policies, regulatory requirements, and security measures; apply them consistently and seek guidance when appropriate.
• Demonstrate learning agility by participating in ongoing training, applying new knowledge quickly, and using feedback to improve performance.
• Collaborate with team members and internal departments to solve problems, reduce member friction, and support team success; contribute to a positive culture aligned with CWCU values.
• Look for opportunities to optimize efficiency and enhance workflows; use systems and tools consistently and responsibly.

Education & Experience Requirements

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience required; financial institution experience preferred.
• Experience with a multi-line telephone system desirable.
• Basic computer skills required to complete tasks outlined in the Essential Functions & Responsibilities.
• Proficiency in Spanish is a mandatory requirement for this position.