eServices 1 (Call Center) - Bilingual Required

Numerica Credit Union-posted 2 days ago
$19 - $30/Yr
Full-time • Entry Level
Spokane Valley, WA
501-1,000 employees
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With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for processing a wide variety of member transactions received through digital delivery channels, while consistently uncovering members financial needs, deepening member relationships. We delight our members in every interaction.

  • Answers inquiries from members, utilizing a variety of media, regarding loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
  • Responds to inquiries regarding computer troubleshooting for the use of Online Services, security and encryption questions as well as questions, which surround the operations of any Online Services.
  • Processes a variety of financial transaction for member including opening and closing certain accounts, issuing checks, issuing certificates, drafts and other negotiable instruments.
  • Performs file maintenance of online bill payment accounts.
  • Resolves member inquires, concerns, and problems related to Digital Banking and other Online Services, including disputes related to payments scheduled in Bill Pay.
  • Ask members appropriate open-ended questions to understand their financial needs and actively markets and cross-sells the products and services of the credit union to current and prospective members.
  • Ability to learn, use, understand, and promote all credit union digital delivery channels.
  • Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
  • Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
  • Maintains a thorough knowledge of all Digital Banking policies and procedures, protocols and authority levels.
  • Effectively incorporates CARES Principles in daily behaviors and interactions: Connect – Create a welcoming, energized, and warm environment Ask – Discover and confirm others’ needs to ensure they feel understood and known Resolve – Take personal and full responsibility for meeting others’ needs Elevate – Commit to long-term personal and organizational growth and improvement Strengthen – Invest in our Numerica community and beyond.
  • Minimum: High school diploma or general education degree (GED); plus minimum of 1 year related experience and/or training as a teller/service representative, customer service with cash handling.
  • Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
  • Ability to operate general office machines and equipment such as photocopier, fax, computer, and currency and coin counter.
  • Ability to lift up to 25lbs.
  • Must be able to sit or stand for extended periods.
  • Bilingual Required
  • Preferred: Relevant training in a credit union, bank or other financial institution.
  • Bi-lingual, Spanish preferred in some markets.
  • Bilingual - Spanish
  • Previous financial institution contact center experience.
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