Call Center Representative-Fluent Spanish

Call Center Representative-Fluent Spanish Location Corporate Headquarters City Springfield State/Territory OR

Mon - Fri: 8am-6:15pm some Sat: 10am-3:15pm

This position is only eligible for in-office work arrangements at our Corporate Headquarters location in Springfield, Oregon.

• Base Salary
  :
  The full salary range for the Call Center Representative-Fluent Spanish position is $24.70 to $34.20 per hour, with new hires generally starting between $27.05 to $28.65 per hour, based on relevant knowledge, skills, education, and experience. Candidates must pass the Spanish language assessment.
• Incentives
  :
  This position is eligible for monthly incentives that range from $5.00 to $75.00, per sold product or service.
• Annual Incentive
  :
  In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year’s strategic business goals. This incentive is calculated using the team member’s prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Our team’s well-being is a priority, and we’re proud to offer a comprehensive and holistic benefits package for team members and their families.

• Medical, dental, vision, long-term disability, and life insurance
• 401(k) retirement plan (with guaranteed employer contributions)
• Paid time off for personal and volunteer hours, as well as 10 paid holidays per year
• Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

The Call Center Representative-Fluent Spanish provides an exceptional phone service experience for SELCO’s members, team members, and other customers.

• Demonstrate adaptability and leadership skills, and uphold SELCO’s Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.
• Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.
• Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.
• Consistently achieve individual performance goals and contribute to department and organizational objectives.
• Represent SELCO with a high level of integrity and professionalism.
• Adapt to and support change to accomplish SELCO’s goals and objectives.
• Actively participate in and/or lead required meetings and trainings.
• Perform other duties as assigned.

• Fluently communicate with members in English and Spanish, both speaking and in writing, in a professional manner.
• Build and develop member relationships by asking open-ended questions, identifying member needs, and promoting suitable SELCO products and services.
• Handle routine caller assistance including answering questions, resolving issues, performing account services, transferring calls, and returning messages.
• Assist members with digital banking solutions.
• Assist team members and other departments, as needed.
• Promptly resolve exceptions identified through quality control audits and initiate steps to reduce future exceptions.
• Detect errors and take action to prevent fraud to protect members and SELCO from potential losses.

The position requires:

• Fluent in both English and Spanish.
• Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.
• Ability to discover member needs to effectively cross-sell SELCO’s products and services.
• Effective communication and active listening skills through all methods of interaction (e.g., in person, via phone, and in writing).
• Strong computer and software skills, including Microsoft Office 365 applications.
• Strong knowledge of computer systems, including knowledge of systems as it applies to department usage.
• Strong interpersonal skills with the ability to work collaboratively with others.
• Excellent time management, prioritization, and organizational skills with a high level of initiative, accountability, and flexibility to…