Call Center Rep - Spanish Bilingual Preferred

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, withholdings, 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 DocuSign 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 Qualifications Education And Experience High school diploma or GED equivalent Minimum of six months financial institution experience or equivalent call center experience preferred Knowledge, Skills & Abilities 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 Desirable Traits 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 Physical Functions 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 Employment details 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. #J-18808-Ljbffr