Inbound Customer Service Call Center - Hybrid *Bilingual in Spanish Required*

Duties and Responsibilities

• Achieve or exceed all sales and service goals at the individual, branch and corporate level. Motivate and inspire others to achieve as well through positive attitude and actions.
• Assist and counsel members on the full array of credit union products and services to help them obtain their financial goals, cross-selling all products and services as appropriate.
• Foster and build member relationships and provide service as necessary to all members consistent with the established policies and procedures of the credit union.
• Establish, maintain, grow and display excellent member service and telephone skills, including active listening, cross-selling, problem solving, conflict resolution, effective communication (words, tone), product knowledge, personal accountability, and other skills identified by management.
• Foster, Develop, maintain and demonstrate selling skills.
• Accept and process all forms to set-up, change, or cancel payroll requests. Accept and process all application agreements, disclosures, notes and supporting forms to open, change, or close loans, savings, safe box and checking-related products as well as services. Assist, enroll, troubleshoot self-service options such as digital banking, Scout, bill pay, Zelle, eStatements.
• Communicate with members regarding their accounts such as overdraft charges, fees, transfer of funds, etc.
• Crosstrain in all other Contact Center functions including Outbound, Video and Digital and maintain proficiency and ability to operate in all roles as directed by Contact Center Manager.

Knowledge

• Knowledge of financial services delivery, loan policies and procedures, fundamentals of lending, plus loan collection concepts and practices, certificates of deposit and individual retirement accounts strongly preferred.

Skills

• High level of oral and written communication skills, strong problem solving ability, and experience/ability to effectively communicate via telephone and computer (email) is essential. Must be an analytical problem solver, able to perform math calculations, and follow/ provide clear directions.
• Must be proficient on use of IPhone, IPad, Android devices and possess knowledge of MS Office, Internet and Email.

Education/Experience

• Must be customer focused with basic computer skills.
• High school diploma or equivalent along with 1-2 years’ experience in customer service required.
• Experience in a financial service institution, sales experience, or bilingual in Spanish strongly preferred.