Member Care Associate - Bilingual

Firstmark Credit Union•San Antonio, TX

12d

About The Position

The Member Care Associate is responsible for providing enthusiastic, professional, and superior service by phone or video communication in a high call volume environment . The primary purpose of this position is to provide best-in-class member service by answering incoming calls, providing basic account and product information while performing account transactions and maintenance. Other projects and responsibilities may be added at the manager’s discretion.

Requirements

Must have a high school diploma or GED.
Must have at least one to three years of experience in a related Call Center field, and/or two to three years of Customer Service experience in a call center environment.
Collections experience, preferred.
Bilingual in Spanish, preferred.
Thorough knowledge of automated call distribution systems, Credit Union’s online products, processes, and policies.
Strong knowledge of applicable Federal and State laws pertaining to consumer lending to include Dodd Frank/Truth in Lending Act, FNMA and Freddie MAC guidelines and requirements.
Registered Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) or obtain within 120 days from date of hire, promotion, and/or transfer.
Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
Ability to make decisions which impact on the department’s credibility, operations, and/or services.
Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
Excellent interpersonal and communication skills in English and Spanish (both written and oral) when working with members or co-workers on accounts or other Credit Union service inquiries or information.
Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator by touch, and exposure to online account applications and/or web-based tools.
Demonstrates sound judgment in decisions regarding transaction approvals and member problem resolutions.
This position demands a good degree of literacy, credibility and excellent telephone and customer service skills.
A collections background would be advantageous.
The ideal candidate will require relevant experience and have excellent inter-personal communication skills and confidence in dealing with difficult situations.
All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven) .
Must have at least one to three years of experience in a related Call Center environment, and/or two to three years of Customer Service experience in a service- oriented environment.
Ability to work in a fast-paced, call center environment.
Ability to present a consistently positive and professional presence over the phone.
Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
Ability to adapt and embrace changes in organization, processes and systems as needed.

Responsibilities

Answer inbound calls, completes requested inquiries and transactions in an accurate and timely manner.
Understands and adheres to caller verification procedures.
Efficiently navigate multiple platforms via internet browsers and other software.
Maintains current knowledge of the credit unions products, services, promotions, mailings, procedures, policies and federal regulations.
Maintains knowledge of the requirements for membership and documents required to open an account with the credit union.
Practices effective customer service skills providing the member with a positive interaction and experience on every call.
Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
Determines through listening skills, any products, services and conveniences that would benefit the members financial needs.