Bilingual Contact Center Member Service Representative

Description

Bilingual Contact Center Member Service Representatives serve as the Credit Union's primary contact for Spanish speaking members using telephone and audio/video through the Interactive Teller Machines (ITMs). They are responsible for creating an engaging environment and an exceptional impression on all our members. Effectively in both Spanish and English, the representative should be able to complete the key job functions, which include, but are not limited to, accurately assisting members with their financial transactions, involving paying and receiving cash and other negotiable instruments through the ITM, professionally responding to member inquiries, researching requests and providing resolutions, developing member relationships through sales referral opportunities, and becoming proficient in credit union regulations, policies, and procedures that daily affect the job.

Requirements

Why join the top notch culture at Blue Eagle Credit Union:

•  Quarterly BONUS earning potential has averaged $1,200 for this position in 2023
• Generous paid time off of 160 hours per year (4 weeks) with ability to advance to 200 hours per year (5 weeks) after 5 years of service
• Paid holidays equates to an additional 10 days off per year
• Career development from day 1
• Community involvement opportunities provide an additional 8 hours of paid time off to serve
• FREE health, dental, vision insurance, in addition to a monthly credit union HSA contribution
• FREE telemedicine services for all team members (and your immediate family)
• FREE Mental Health resources
• 401(k) plan participation at 90 days with company match of 100% up to 6%
• Active wellness program with gym membership reimbursements and more!
• Additional benefits such as cancer, critical illness, accident, and life insurance options
• Dependent Care flexible spending account

MINIMUM QUALIFICATIONS & EDUCATION

The Contact Center Member Service Representative I must satisfy the minimum qualifications and education:

1 Bilingual- able to read, write and speak Spanish proficiently

2 High School diploma or GED equivalent required

3 A minimum of 1 year cash handling experience

4 Past experience in positions that require attention to detail and math skills

5 Engaging personality and strong communication skills, with a pleasant phone voice

PREFERRED QUALIFICATIONS & EDUCATION

The following qualifications and education are preferred:

1 An Associate degree or higher from an accredited college/university

2 Prior experience working in a financial environment, minimum 1 year, handling cash

3 Prior experience working in a call center environment, minimum 1 year

4 Basic experience with Google Applications: Docs, Sheets, Gmail, Calendar

SKILLS & ATTRIBUTES

The Contact Center Member Service Representative I must possess the following skills and attributes:

• a commitment to exceptional member service
• strong listening skills with the ability to understand and appropriately restate what was heard
• ability to appropriately respond to questions and objections and probe for understanding
• ability to be solution-oriented
• resourcefulness when searching for solutions/answers
• strong interpersonal skills with ability to work with people at all levels of an organization and build teamwork
• demonstration of initiative, commitment to continuous learning, and ability to adapt to changing demands and requirements
• disposition to work in a fast-paced environment with frequent interruptions, occasional short deadlines, and stressful situations
• high level of skill in handling sensitive and confidential information and ensuring privacy
• excellent math skills, organizational skills and attention to detail
• computer literacy (Google Applications and Microsoft Office)