Bilingual Contact Center Representative II (Raleigh)

LCCU Contact Center Representative II

The Contact Center Representative II provides quality, electronic and phone service to members, including providing account information and processing account changes. The VC Representative performs a wide range of duties, possesses ample product knowledge and assists members with all services related to accounts.

As a vital member of the LCCU team, your responsibilities include the following:

• Member Service: Provides a positive member experience by providing quality service in offering solutions based on member needs.
• Greets members in a courteous, professional manner, providing prompt, accurate, and efficient service over the phone and through the credit union's electronic channels.
• Handles establishment of new membership, opens accounts, resolves member issues and requests according to credit union policies and procedures.
• Supports varied remote communication channels including online chat, requests through online access portals, telephone, email and any other available channels.
• Promotes products and makes recommendations to members based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.

Account Opening & Maintenance:

• Handles a wide range of transactions, including account transfers, wire transfers and payments.
• Researches and resolves account problems, including checking reconciliations, and errors in transactions.
• Assists members with ordering new cards, issues with online access, account closures and transfers.
• Performs account and ATM/Debit card maintenance.
• Educates members on how to access services available through electronic channels.

Administration:

• Complete full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed
• Participates in community events.
• Moves to and changes branches within the region as required.
• Completes required training.
• Performs other duties as assigned.

Job Duties and Responsibilities under Bank Secrecy Act:

• Recognize and report suspicious practices as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

Automatic Salary Growth: Employees will receive a salary increase every four months based solely on their permanence in the position, with no performance review required.

Requirements

• High School diploma or GED equivalent.
• A minimum of 6 months in customer service and 6 months in a call center environment or 6 months in the financial industry is preferred.
• Excellent verbal and written communication skills in English and Spanish.
• Aptitude for building relationships and trust and maintaining professionalism in interactions with members and colleagues.
• Ability to perform efficiently in a fast-paced, multi-task environment.
• Proficiency in Microsoft Office and other computer software.

LCCU is the perfect fit for you if:

• You are motivated to learn and grow into the best version of your professional and personal self.
• Your core values resonate with pursuing meaningful results to make a positive difference in your community.
• You thrive in an environment with team members who work from the heart. With employees from 20 different countries, we are a fun and multicultural team that comes together to embrace and learn from our differences. Organizational initiatives are constant.

What does LCCU have to offer you?

We provide a challenging and friendly work environment as well as a competitive salary and benefits package, including an employer-paid medical insurance plan, 401(k) plan (with a substantial company match), employer-paid life and disability plan, and generous paid time off to maintain a healthy work/life balance.

We foster a culture that incites creativity, encourages collaboration, and provides the opportunity for our employees to be their best and build their careers. Don't wait! Come and experience the purpose that comes with being part of the movement towards a stronger, more inclusive community.