Full-Time Contact Center Member Consultant - Bilingual

Job Title

This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions by telephone, fax, email, mail, digital banking messaging, or other electronic means. Must possess analytical and technical skills to address questions and issues related to electronic services.

Essential Functions

May include any and/or all of the following:

1. Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches.
2. Have a good working knowledge of our products and services and the benefits they provide.
3. Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and call backs.
4. With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals.
5. Utilize skills to effectively manage call length, speed of answer, and daily volumes.
6. Actively listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service.
7. Analyze and decision waiving of penalties and fees within approved limits ($50).
8. Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union.
9. Successfully maintain knowledge and utilization of software applications, such as QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, etc. to provide quick and efficient service to members.
10. Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
11. In the appropriate time frame, successfully complete all applicable compliance training and testing.
12. When appropriate, participate in business development activities including community partner relations.
13. Assist Spanish-speaking members when applicable.
14. Perform member service duties as needed to serve member needs, including opening personal accounts and specialized accounts, such as IRA's, Trusts, etc. Preform member inquire research, wire transfers, and other transactions.
15. Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services.
16. Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
17. Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member.
18. Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification.
19. Take loan applications as appropriate and provide payoff information when requested.
20. Perform all other duties as assigned.

Knowledge, Skills, Abilities and Personal Characteristics

Knowledge of:

• Credit Union products and services
• Consumer Lending loan products
• IRA, HSA, and Trusts
• Visa Cards
• Microsoft Office Suite
• Technology and various software programs

Ability to:

• Maintain accuracy
• Carry out Credit Union mission, philosophies, values, and practices
• Solve practical problems and deal with variables in situations
• Multitask and make decisions in a fast-paced environment
• Organize and prioritize to make deadlines
• Open and close a call with warmth and professionalism
• Ability to communicate effectively and efficiently in a timely manner
• Ability to successfully communicate the benefit of products/services
• Speak with confidence and clarity
• Adapt professional style to the needs of the members
• Maintain confidentiality and professionalism

Skill in:

• Strong verbal and written communication
• The ability to serve members through digital banking messages, e-mail, and live chat forums
• Participate in a productive team environment

Qualifications

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education, and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

A minimum of one year up to three years of similar or related experience, including preparatory experience

A high school degree or equivalent

Requirements

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.