Call Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union•Austin, TX

4d•$19

About The Position

Join a wonderful team and work for an growing organization with a one-team spirit and where every voice matters! All Contact Center Consultants are eligible for incentives of up to $400 per month. The incentives will be payable so long as the Contact Center Consultant is employed by A+ Federal Credit Union in the Contact Center on the payment dates referenced above. The incentives are subject to required and authorized taxes, withholdings and deductions. (Work from home eligibility after 90 days, upon manager approval.) Are you ready for something new? Our Contact Center Consultants are the first responders for the Credit Union and work together in a One-Team Many-Voices environment. Through communication, training, and continued learning/development, you will be able to assist members with questions associated with many areas of the organization. Many of our consultants move on to become supervisors and/or work in other areas of our credit union. Its a wonderful place to build a solid understanding of our organization and to serve our membership! Join our team of professionals who are ready to assist, guide, and educate members to enhance their overall financial well-being. This is a great way to start your financial services career! Wage Amount $19.00/hr +$1.00/hr Call Volume Premium + Potential $2,400 Annual Incentive Bonus + Potential 4% Annual Company Bonus Apply today to be the voice of A+ Federal Credit Union!

Requirements

High school diploma or GED equivalent
Minimum of six months financial institution experience or equivalent call center experience preferred
Skilled use of phone system, computer, and all related software.
Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict.
Ability to work independently and as part of a team, with flexibility to adapt to change
Problem solving skills, including dealing with potential conflict

Nice To Haves

Bilingual Spanish preferred
Pleasant and professional appearance
Pleasant speaking voice
Good listening skills
Enjoys working with public using courteous professional approach.
Able to work flexible hours including Saturdays
Dependable
Independent worker
Strong ability to multi-task
Organizer and planner
Possess decision-making abilities.
Versatile in all aspects of the CU

Responsibilities

Answer all incoming calls within the established ring time goal
Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
Staying apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
Use pleasant, professional voice, and good listening skills to enhance service
Assist members with loan inquires, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history details
Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
Promote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a team atmosphere within the Credit Union
Attain and maintain knowledge of all credit union products and services
Inform existing and prospective members of current promotions and new or updated products/services
Utilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail household
Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts
Place applicable types of stop payments following appropriate procedures
Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the members
Assist members with trouble shooting and resolving issues by accessing members online activity and resetting or unlocking logins
Prepare and submit all wire transfer requests following appropriate procedures
Use DocuSign system to securely send appropriate requested documents to members for completion
Use internal software to review and create copies of cleared items as requested
Handle adjustments to credit union Member Rewards program
Answer inquiries regarding funds availability/check holds and releasing holds within approved limits
Handle debit card requests for ordering, blocking, and travel notifications
Make fee reversal decisions within approved limits
Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring
Complete required assignments for Level I
Perform other duties as required or assigned
Schedule and conduct monthly individual dialogs with Manager
Assist with department projects, as assigned
Participate in outside credit union sponsored activities and community/education events to increase credit union awareness
Perform other duties as required or assigned