Full-Time Bilingual - Spanish - Call Center-Member Service Representative I or II

Ent Credit Union-posted 1 day ago
$19 - $23/Yr
Full-time • Entry Level
Onsite • Colorado Springs, CO
501-1,000 employees
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This position is projected to start 02/02/2025 and requires 5 weeks of mandatory paid training at our Headquarters in Colorado Springs, Colorado. This is an in-office position based out of Ent Credit Union Headquarters in Colorado Springs. This is not a fully remote eligible position. Required availability for this position is Monday through Friday, 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm. The Member Service Representative I must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

  • Member Service - the representative must accurately process member requests received through incoming calls.
  • Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member.
  • Members must be verified using Ent's most current procedures to minimize fraudulent activity.
  • The representative must possess the skill to identify and escalate priority issues to the proper area.
  • Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
  • Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
  • Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.
  • In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems.
  • Members must be verified using the processes and procedures in place, minimizing fraudulent activity.
  • Representative possesses the skill to identify and escalate priority issues.
  • A higher skillset is required to perform certificate maintenance and handle all online banking inquiries.
  • MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service.
  • The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member’s needs.
  • Products and services include but are not limited to: investment services, online banking and credit cards.
  • In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications.
  • High School Diploma/G.E.D. or equivalent.
  • 6+ months experience in customer service.
  • Inbound phone experience.
  • Sales experience.
  • Previous financial institution experience.
  • Bilingual - Spanish
  • High School Diploma/G.E.D. or equivalent.
  • 1+ years’ combined experience to include inbound phone experience and financial services experience
  • Sales Experience
  • Bilingual - Spanish
  • Strong Customer Service focus.
  • Basic understanding of typical products, offerings, and resources within the banking/credit union environment.
  • Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
  • Strong communication skills.
  • Organizational skills required.
  • Typing, computer, and ten-key required.
  • Excellent Customer Service focus.
  • Strong proficiency in relevant credit union products, offerings, and resources.
  • General understanding of Online Banking and Business Credit Card products and procedures required.
  • Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
  • Ability to complete multiple tasks utilizing various databases concurrently is required.
  • Strong communication and writing skills.
  • Organizational skills required.
  • Typing, computer, and ten-key required.
  • Symitar experience beneficial.
  • Symitar experience strongly preferred.
  • Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
  • 401(k): 3% automatic contribution after six months, plus up to 6% matching.
  • Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
  • Volunteer Time Off: Paid time off to give back to the community.
  • Education Support: Up to $10,000 annually for higher education and assistance for certifications.
  • Exclusive Discounts: Significant savings on home, car, and personal loans.
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