Bilingual Contact Center Representative II (Durham)

Latino Credit Union • Raleigh, NC

1d

About The Position

The Bilingual Contact Center Representative II provides quality service to credit union members by phone and through electronic channels. The role provides account information, processes account changes, assists with a broad range of account-related needs, and applies comprehensive knowledge of credit union products and services. The representative supports channels including online chat, online access portals, telephone, and email, and may move to or change branches within the region as required.

The role also handles account opening and maintenance, transactions, problem research and resolution, member-related records and administrative procedures, and required compliance training. Employees receive a salary increase every four months based solely on time in the position, without a performance review.

Requirements

• High school diploma or GED equivalent.
• At least 6 months of customer service experience and 6 months of call center experience, or 6 months of experience in the financial industry.
• Excellent verbal and written communication skills in English and Spanish.
• Ability to build relationships and trust and maintain professionalism with members and colleagues.
• Ability to work efficiently in a fast-paced, multitasking environment.
• Proficiency in Microsoft Office and other computer software.

Responsibilities

• Provide prompt, accurate, courteous, and professional service to members by phone and through electronic channels.
• Offer solutions based on member needs, promote products, and make recommendations based on identified needs.
• Establish memberships and open accounts; resolve member issues and requests according to credit union policies and procedures.
• Support online chat, online access portal requests, telephone, email, and other available remote communication channels.
• Maintain knowledge of credit union products and services, including deposit accounts, loans, and promotional offerings.
• Handle account transfers, wire transfers, payments, and other transactions.
• Research and resolve account problems, including checking reconciliations and transaction errors.
• Assist members with new card orders, online access issues, account closures, and transfers.
• Perform account and ATM/debit card maintenance and educate members about electronic services.
• Complete member-related administrative procedures and retain records; maintain files, file paperwork, scan documents, and perform clerical duties as needed.
• Stay current and proficient in member service processes and systems.
• Participate in community events and move to or change branches within the region as required.
• Complete required training and perform other assigned duties.
• Recognize and report suspicious practices as required under the Bank Secrecy Act.
• Successfully complete required annual BSA and Identity Theft compliance training courses.

Benefits

• Employer-paid medical insurance plan.
• 401(k) plan with a substantial company match.
• Employer-paid life and disability plan.
• Generous paid time off.
• Competitive salary and benefits package.
• Salary increases every four months based solely on time in the position, without a performance review.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED