Call Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union • Austin, TX

2d

About The Position

A+ Federal Credit Union is hiring a full-time Call Center Rep to serve as a first responder for member questions and requests in a collaborative, one-team environment. The role assists members across many areas of the organization, helping guide and educate them to support their financial well-being. Contact Center Consultants may be eligible for incentives of up to $400 per month, subject to continued employment in the Contact Center on applicable payment dates and required taxes, withholdings, and deductions. Compensation is listed as a minimum of $19.50 per hour in the posting, with a separate compensation statement of $19.00 per hour plus a $1.00-per-hour call-volume premium, a potential annual incentive bonus of $2,400, and a potential 4% annual company bonus. Work-from-home eligibility may be available after six months with Meets Standard performance and manager approval. The role can provide a foundation for a financial services career, with opportunities for continued learning and development and potential progression to supervisory or other credit union roles.

Requirements

• High school diploma or GED equivalent.
• At least six months of financial institution experience or equivalent call-center experience is preferred.
• Skilled use of a phone system, computer, and related software.
• Basic math and accounting skills.
• Excellent verbal and written communication skills.
• Research and problem-solving skills, including the ability to handle potential conflict.
• Ability to work independently and as part of a team, and flexibility to adapt to change.
• Ability to work flexible hours, including Saturdays.
• Ability and stamina to work at least 40 hours per week.
• Ability to frequently reach, feel, bend, stoop, carry, finely manipulate, and key in data.
• Ability to communicate extensively by telephone, email, and in person.
• Ability to make decisions within role limits; situations outside A+FCU policy or procedures require supervisory approval.

Nice To Haves

• Bilingual Spanish skills are preferred.

Responsibilities

• Answer incoming calls within established ring-time goals.
• Verify member identity using security PINs or approved security questions before disclosing information or completing transactions.
• Stay informed about phone, check, and debit-card scams and identify potential fraud or loss during calls.
• Provide professional, attentive service and use effective listening skills.
• Assist with loan inquiries, including payoff requests, rate information, payment processing, automatic transfers, and payment histories.
• Research and respond to questions about accounts, rates, products, services, and error resolution.
• Promote quality internal service and collaboration with credit union departments and branches.
• Maintain knowledge of credit union products and services and inform members and prospective members about promotions and product or service updates.
• Use the online account-opening system to open member accounts and offer relevant products or services.
• Answer questions about cleared items, direct deposits, account transactions, funds availability, and check holds; release holds within approved limits.
• Process stop payments according to procedures and explain applicable debit-card holds, pending transactions, and opt-in or opt-out requirements.
• Troubleshoot online banking issues by reviewing member activity and resetting or unlocking logins.
• Prepare and submit wire-transfer requests according to procedures.
• Use DocuSign to securely send requested documents to members for completion.
• Review and create copies of cleared items using internal software.
• Handle adjustments to the Member Rewards program and debit-card requests, including ordering, blocking, and travel notifications.
• Make fee-reversal decisions within approved limits.
• Meet and maintain the stated minimum success rates of 75% for established sales-goal referrals and 80% for quality-assurance monitoring.
• Complete required Level I assignments and other duties as assigned.
• Schedule and conduct monthly individual discussions with the Manager.
• Assist with department projects and participate in credit-union-sponsored and community or educational events.

Benefits

• Potential incentives of up to $400 per month, subject to stated employment and payment-date conditions.
• Potential $2,400 annual incentive bonus.
• Potential 4% annual company bonus.
• Work-from-home eligibility after six months with Meets Standard performance and manager approval.
• Continued learning and development and potential opportunities to move into supervisory or other credit union roles.

What This Job Offers

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