Call Center Rep - Spanish Bilingual

Overview

Call Center Rep - Spanish Bilingual Preferred

Base pay range: $19.00/hr - $19.25/hr job Type:
Full-Time. Exemption Type:
Non-Exempt. Wage Amount: $19.25 hourly minimum.

Join a wonderful team and work for a growing organization with a one-team spirit where every voice matters. All Contact Center Consultants are eligible for incentives of up to $400 per month, payable while employed in the Contact Center on designated pay dates. Incentives are subject to taxes, with holdings, and deductions. Work-from-home eligibility after 90 days, upon manager approval.

Essential Functions for Level I:

• 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 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, which may include payoff requests, 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 to cultivate relationships and 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, offering products/services 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, and member opt-ins/outs; explain requirements to members
• Assist members with troubleshooting and resolving issues by accessing online activity and resetting or unlocking logins
• Prepare and submit all wire transfer requests following appropriate procedures
• Use Docu Sign system to securely send documents to members for completion
• Use internal software to review and create copies of cleared items as requested
• Handle adjustments to the 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

• 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 related software
• Excellent verbal and written communication skills
• Research, problem solving, and dealing with potential conflict
• Basic math/accounting skills
• Bilingual Spanish preferred

• Pleasant and professional appearance
• Pleasant speaking voice
• Good listening skills
• Enjoys working with public using courteous professional approach
• Able to work flexible hours
• Dependable, independent worker
• Organizer and planner
• Possess decision-making abilities

• Must have the ability to work at least 40 hours a week
• Will frequently reach, feel, bend, stoop, carry, 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 to identify and solve potential issues

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other

Note:

Application references and additional information about the hiring process are not included in this description.