Bilingual Contact Center Specialist

Fibre Federal Credit Union • Longview, WA

18d • $21 - $32 • Onsite

About The Position

Fibre Federal Credit Union is seeking a Full- Time Bilingual Contact Center Specialist to join our team. Wage Range: $20.78 - $32.47
The range above allows our employees room for growth through annual merit and other pay increases based on performance. The target pay range for this position is typically within the first half of the range. Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. BENEFITS -Competitive Salary -Benefits Package including: 100% employer paid health, dental, vision, life, and disability insurance for the employee -Paid Vacation Time -Paid Volunteer Hours -6% 401(k) Plan Contribution -10 Paid Holidays -2 Floating Holidays -Opportunities for growth within the company PRIMARY FUNCTION Receive members and process requests via the telephone, secure messaging, chat, and email. Provide thorough Credit Union information and encourage members to use the many other services of the Credit Union. Open new accounts and cross sell basic Credit Union services to existing members in a prompt, courteous, and friendly manner. Have knowledge of loan products and services. Process file maintenance on accounts, loans, and Visa/debit card records. Must have ability to communicate fluently with Spanish speaking members.

Requirements

• Possess high school diploma or equivalent
• Bilingual Skill/Proficiency - The individual must have the ability to read, write, speak, and comprehend fluently in both Spanish and English to assist Spanish speaking members.
• Bilingual employees must pass a Spanish language test according to policy.
• Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal Skills - The individual maintains confidentiality, remains open to the ideas of others, and exhibits willingness to try new things.
• Oral Communication - The individual speaks clearly and persuasively in positive and negative situations. The individual maintains ongoing communication with the Department Manager concerning activities of the department as well as needs or problems, and keeps them informed of all pertinent problems, irregularities, new developments, changes, and other important information.
• Written Communication - The individual edits work for spelling and grammar, presents numerical data effectively, and is able to read and interpret written information.
• Planning/Organizing - The individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Quality Control - The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Dependability - The individual is consistently at work and on time (except for those cases protected by law which are outlined in the Employee Guide), follows instructions, responds to Management direction, and solicits feedback to improve performance.
• Observes Policies/Procedures - The individual sets an example in observing and following Credit Union policy and applicable Standard Operating Procedures, as well as those in the Employee Guide.

Responsibilities

• Provide exceptional member service. Be empathetic, kind, and compassionate.
• Answer a variety of member inquiries and maintain a good working knowledge of Credit Union services.
• Communicate professionally and effectively to provide superior member service.
• Submit loan application information for members to Consumer Lending.
• Assist members with existing certificate accounts and transactions.
• Process orders for checks, contact information changes, safe deposit box payments, and deceased member notifications.
• Assist members with Call 24, overdraft sources, cross account transfers, and Online Banking, card issues including inquiries, lost/stolen situations, and reordering of cards.
• Perform maintenance on card records on Credit Union core system, card processor, and ATM network.
• Process wires, refund overdraft and late fees, process stop payments on checks and ACH items, set up/delete auto transfers, and assist with ACH inquiries and disputes.
• Perform Financial Services Representative functions in accordance with Credit Union policies and procedures.
• Assist members with Online Banking messages and chat.

Benefits

• Competitive Salary
• Benefits Package including: 100% employer paid health, dental, vision, life, and disability insurance for the employee
• Paid Vacation Time
• Paid Volunteer Hours
• 6% 401(k) Plan Contribution
• 10 Paid Holidays
• 2 Floating Holidays
• Opportunities for growth within the company

What This Job Offers

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