Bilingual Spanish Member Service Center Rep I (70599)

JOHNS HOPKINS FEDERAL CREDIT UNION•Baltimore, MD

7d•$21 - $26•Hybrid

About The Position

POSITION PURPOSE Responsible for handling a variety of routine member service communications in a prompt and courteous manner via telephone and fax. Promotes positive member relations by assisting members with proper information and/or by directing them to appropriate areas. Cross sells Credit Union services and supports all functions within the Call Center. This position requires fluency in Spanish. ESSENTIAL FUNCTIONS AND BASIC DUTIES SERVICE: Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership. RESPONSIBILITIES: Address a variety of questions related to members' accounts and JHFCU products and services. Enhances the member experience by using the one call resolution approach to identify the most efficient and expedient way to resolve members’ routine questions, concerns, and complaints. Identifies the proper department and/or individual best able to respond to member inquires when one call resolution cannot be achieved. Maintains current knowledge of Credit Union products and services and utilizes that knowledge to analyze member profiles and cross-sell appropriate JHFCU products and services. Safeguards confidential information by using all approved resources including member verification questions. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management. Ensures that any necessary follow-up (with members and/or coworkers) is performed in a timely and professional manner. Ensures that all documents and forms are completed accurately, completely, and processed (or forwarded to the appropriate department/individual) in a timely manner. Keeps supervisor informed of area activities and problems. Complete intake process for members interested in or referred to JHFCUs financial coaching program. Conduct initial pre-coaching reviews with members interested in or referred to JHFCU’s financial coaching program, to include initial credit report review, budget review, and goal setting and facilitate effective transitions to a designated coach. OTHER DUTIES: Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act Attends seminars, workshops, and conferences to maintain and expand knowledge of regulatory compliance requirements. Responsible for any additional duties and/or responsibilities as assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/certification and experience High school diploma or general education (GED) and a minimum of one-year related experience in a Credit Union, banking and/or call center environment preferred, and/or an equivalent combination of education and experience. Strong customer service skills Effective verbal and written communication. Written and verbal fluency in Spanish. This position is eligible for a hybrid work schedule. The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships.

Requirements

High school diploma or general education (GED)
Strong customer service skills
Effective verbal and written communication.
Written and verbal fluency in Spanish.

Nice To Haves

One-year related experience in a Credit Union, banking and/or call center environment preferred, and/or an equivalent combination of education and experience.

Responsibilities

Address a variety of questions related to members' accounts and JHFCU products and services.
Enhances the member experience by using the one call resolution approach to identify the most efficient and expedient way to resolve members’ routine questions, concerns, and complaints.
Identifies the proper department and/or individual best able to respond to member inquires when one call resolution cannot be achieved.
Maintains current knowledge of Credit Union products and services and utilizes that knowledge to analyze member profiles and cross-sell appropriate JHFCU products and services.
Safeguards confidential information by using all approved resources including member verification questions.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
Ensures that any necessary follow-up (with members and/or coworkers) is performed in a timely and professional manner.
Ensures that all documents and forms are completed accurately, completely, and processed (or forwarded to the appropriate department/individual) in a timely manner.
Keeps supervisor informed of area activities and problems.
Complete intake process for members interested in or referred to JHFCUs financial coaching program.
Conduct initial pre-coaching reviews with members interested in or referred to JHFCU’s financial coaching program, to include initial credit report review, budget review, and goal setting and facilitate effective transitions to a designated coach.
Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act
Attends seminars, workshops, and conferences to maintain and expand knowledge of regulatory compliance requirements.
Responsible for any additional duties and/or responsibilities as assigned.