Bilingual Contact Center Representative II (Durham)

Latino Credit Union • Durham, NC

17h • Onsite

About The Position

The Contact Center Representative II at LCCU provides quality, electronic and phone service to members, including providing account information and processing account changes. This role involves a wide range of duties, requiring ample product knowledge to assist members with all services related to accounts. As a vital member of the LCCU team, the representative will support varied remote communication channels, promote products, handle account opening and maintenance, and perform administrative procedures. The position also includes responsibilities under the Bank Secrecy Act, requiring recognition and reporting of suspicious practices and completion of annual compliance training. LCCU fosters a challenging and friendly work environment, offering competitive salary and benefits, and a culture that encourages creativity, collaboration, and career growth within a multicultural team dedicated to making a positive difference in the community.

Requirements

• High School diploma or GED equivalent.
• 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.

Nice To Haves

• 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.

Responsibilities

• Provides quality, electronic and phone service to members, including providing account information and processing account changes.
• Performs a wide range of duties, possesses ample product knowledge and assists members with all services related to accounts.
• 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.
• 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.
• 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.
• Recognize and report suspicious practices as required.
• Successfully complete required annual compliance training courses (BSA/Identity Theft).

Benefits

• Competitive salary and benefits package
• Employer-paid medical insurance plan
• 401(k) plan (with a substantial company match)
• Employer-paid life and disability plan
• Generous paid time off to maintain a healthy work/life balance
• Automatic salary increase every four months based solely on their permanence in the position, with no performance review required

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees