Contact Center Representative (Bilingual)

Valley First Credit Union • Modesto, CA

9d • Onsite

About The Position

The primary responsibilities of the Contact Center Representative (CCR) are to answer incoming calls as they are presented, identify needs and resolve member requests. This includes but is not limited to; assisting with member transactions, answering general questions or inquiries, product information, troubleshoot and research member concerns, and directing calls to the appropriate departments. This role provides members with the highest level of service available in an efficient and courteous manner while striving for a first call resolution. The Contact Center Representative (CCR) must be willing to work flexible schedules to accommodate the hours and business needs of the Contact Center.

Answer incoming calls, properly verify caller according to Credit Union policies and determine the callers needs in an effort to resolve their request in an efficient manner while achieving key performance indicators. Identify products/services that are beneficial to members and provide information about the added value these additional services offer. Perform member transactions with a high level of accuracy, including but not limited to, the transfer of funds between accounts and/or loans, stop payments, card management, account reconciliation, disputes, address changes, over the phone payments, and conduct research as necessary to ensure a one call resolution. Educate members on self-serve products such as Online and Bill Pay Services and assist in the enrollment process. Provide additional testing and guidance on new projects or processes within the Contact Center Team to support the member experience and efficiencies of the organization. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Other duties as assigned.

Requirements

• Minimum of two years of similar or related experience, including time spent in preparatory positions preferably in a credit union or banking space
• Customer service experience
• Bilingual in Spanish and English
• Willing to work flexible schedules to accommodate the hours and business needs
• High school diploma or GED
• Excellent verbal and written communication skills
• Excellent interpersonal skills with members as well as co-workers to include: Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
• Maintain enthusiasm towards job functions and duties
• Strong focus to perform detail oriented job functions
• Must have and maintain knowledge of credit union products and services
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to five pounds
• Climb/descend stairs in an emergency situation
• Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed
• Maintain working on a computer for six to eight hours daily, on average
• Regular, reliable and timely attendance
• Technical aptitude to understand complex programs and applications.
• Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Strong written, verbal, and interpersonal skills.
• Detail-oriented, organized, accurate and ability to adapt to change.
• Excellent decision making and time management skills.
• Well-developed analytical and problem-solving skills.
• Ability to trouble-shoot problems and research capabilities of current or proposed products.
• Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Sedentary work involves sitting most of the time.
• The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading.
• Work extended hours if required or requested by management.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team.
• Read and carry out various written instructions and follow oral instructions.
• Speak clearly and deliver information in a logical and understandable sequence.
• Effectively handle multiple, simultaneous, and changing priorities.
• Exercise highest level of discretion on both internal and external confidential matters.

Responsibilities

• Answer incoming calls, properly verify caller according to Credit Union policies and determine the callers needs in an effort to resolve their request in an efficient manner while achieving key performance indicators.
• Identify products/services that are beneficial to members and provide information about the added value these additional services offer.
• Perform member transactions with a high level of accuracy, including but not limited to, the transfer of funds between accounts and/or loans, stop payments, card management, account reconciliation, disputes, address changes, over the phone payments, and conduct research as necessary to ensure a one call resolution.
• Educate members on self-serve products such as Online and Bill Pay Services and assist in the enrollment process.
• Provide additional testing and guidance on new projects or processes within the Contact Center Team to support the member experience and efficiencies of the organization.
• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Other duties as assigned.

What This Job Offers

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