Bilingual Call Center Specialist (Spanish/English)

United Heritage Credit Union•Austin, TX

31d•Hybrid

About The Position

This is a great opportunity for someone in early career, looking for a new opportunity in customer service, or an experienced customer service professional. Candidates should have 1-3 years of recent customer service, call center, or account resolution experience with a fluency in English and Spanish. We are looking for candidates who are committed to providing that exceptional customer service experience to our members at UHCU! In this position, you will be answering an average of 60-100 incoming calls daily, averaging a 3-5-minute talk time. You will answer questions and provide superior customer service to our members regarding UHCU products and services. This position requires a high level of professionalism, organization, and attention to detail. You will be responsible for delivering the right solutions, including additional Credit Union products and services, to meet members' financial needs and exceed their expectations. In this role with UHCU you will get to: Problem solve by helping members with account questions and concerns in both English and Spanish queues. Perform account maintenance or updates. Use multiple systems to process a member's request. Become a financial coach to our members by giving them guidance on the best products and services for them. Help our members grow financially. Become a team player and collaborate with peers and leaders to make member services better. Complete research and resolve discrepancies as needed. Forward more complex issues or requests to Senior Contact Center Specialists as appropriate. Maintain a high level of accuracy with minimal errors or outages. Adhere to Contact Center Identification (ID) Verification Guidelines in order to protect our members and the Credit Union. Receive coaching and feedback to help you grow and develop in your career.

Requirements

Excellent listening ability and verbal communication skills.
Ability to multitask in a fast-paced and changing team environment.
Passion for providing outstanding service to our members.
Strong attention to detail, with a focus on accuracy and quality of work.
The ability to collaborate with team members.
High school diploma or GED equivalent required.
Minimum 1-3 years of recent customer service, call center, account resolution or related experience required.
Fluency in English and Spanish is highly preferred.
Demonstrated experience processing detailed information in an accurate and thorough manner.
Demonstrated experience and ability to work with a wide variety of internal and external clients providing effective interpersonal communication and team skills.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.

Responsibilities

Problem solve by helping members with account questions and concerns in both English and Spanish queues.
Perform account maintenance or updates.
Use multiple systems to process a member's request.
Become a financial coach to our members by giving them guidance on the best products and services for them.
Help our members grow financially.
Become a team player and collaborate with peers and leaders to make member services better.
Complete research and resolve discrepancies as needed. Forward more complex issues or requests to Senior Contact Center Specialists as appropriate.
Maintain a high level of accuracy with minimal errors or outages.
Adhere to Contact Center Identification (ID) Verification Guidelines in order to protect our members and the Credit Union.
Receive coaching and feedback to help you grow and develop in your career.