Call Center Representative – Spanish Bilingual

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 any phone, check or debit card scams to identify potential loss or fraud on every call.
• Use a pleasant, professional voice, and good listening skills to enhance service.
• Assist members with loan inquiries.
• Educate and 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.
• 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.
• Handle inquiries regarding funds availability, check holds, and releasing holds within approved limits.
• Perform other duties as required or assigned.

• High school diploma or GED equivalent.
• Minimum of six months financial institution experience or equivalent call center experience preferred.
• Skilled use of phone system, computer, and all related software.
• Basic math and accounting skills.
• Excellent verbal and written communication skills.
• Research and problem solving skills and dealing with potential conflict.
• Ability to work independently and as part of a team.
• Bilingual Spanish preferred.