Call Center Representative Bilingual English​/Spanish

Call Center Representative Bilingual English/Spanish

Broomfield, Colorado, United States

When joining Elevations, you can expect to work for a company with:

• A leadership team that strives to make this the best place you've ever worked!
• A focus on supporting our employees' mental, physical, and financial well-being
• A commitment to diversity, equity, and inclusion recognized by the Denver Business Journal and Colorado Association of Realtors
• A highly engaged workforce devoted to innovation, continuous improvement, and collaboration
• A reputation for excellence, as evidenced by being a two-time recipient of the Malcolm Baldrige National Quality Award
• A passion for consistently providing amazing experiences and creating raving fans

Hybrid:
Employees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.

Our members rely upon the Member Solutions Guide (MSG) to be their trusted go-to source for help with any account maintenance, transactions, products, online assistance and account troubleshooting. An MSG continually demonstrates a superior approach to service as they engage internal and external members over the phone by providing the highest level of member service. In so doing they will create raving fans and amazing experiences—every member, every time.

• Exhibits passion for Elevations Credit Union (ECU) and demonstrates Elevations' core values, Integrity, Respect, Passion, Creativity, and Excellence.
• Demonstrates the PEAK'T service model while engaging with internal and external members, utilizing open ended questions to understand and identify appropriate solutions to their immediate or underlying needs. In so doing, seeking to achieve first call resolution while protecting the integrity of our member's accounts.
• Demonstrates operational excellence through compliance of established policies, procedures, and processes.
• Has knowledge of products including but not limited to deposit accounts such as checking, savings, and CDs, etc. as well as loans- auto, personal, home, etc.
• Assists members with not only their existing products but identifying opportunities to educate them on online self-service capabilities and/or new products.
• Performs a variety of support and off phone tasks including but not limited to member survey follow up, service events, and online compliance courses.

Contact Center Manager

This role does not have supervisory responsibility.

• High School diploma or equivalent GED.
• Minimum of one year in fast-paced customer service, sales, or banking experience
• Excellent written and verbal communication, to include written and verbal instructions
• Understanding of Apple, Android, PC and Mac systems
• Demonstrated adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

• Bilingual English/Spanish speaking preferred – includes $150/month bilingual bonus after passing aptitude assessment

Elevations uses multi-factor authentication to keep our data safe. As such, a personal smartphone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.

All other positions:
Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects

• Full time 40 hours per week, ¾ time 30 hours per week, ½ time 20 hours per week, or ¼ time 10-15 hours per week
• Days of work:
  Monday - Saturday

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Us:

Elevations Credit Union is a…