Call Center Rep - Spanish Bilingual PreferredCall Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union is a growing organization seeking Call Center Representatives who will serve as the first responders for the Credit Union. The role involves assisting members with inquiries, educating them about products and services, and maintaining high-quality service standards.

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
• Staying 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 inquires, which may include, payoff request, 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 trouble shooting 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
• Perform other duties as required or assigned
• 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

Skills

• High school diploma or GED equivalent
• 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
• 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
• Bilingual Spanish preferred
• Minimum of six months financial institution experience or equivalent call center experience preferred
• 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

Benefits

• Incentives of up to $400 per month
• Potential $2,400 Annual Incentive Bonus
• Potential 4% Annual Company Bonus

Company Overview