Customer Service - Call Center - Bilingual, Spanish Required
About The Position
GTE Financial is seeking a problem-solving, customer-focused Member Experience Advocate I for its Member Care Team. The team takes ownership of creating an environment that supports innovation and delivers a remarkable member experience. The role supports members through inbound calls and/or virtual teller sessions, answers routine account and transaction questions, and identifies appropriate products and services. The position is remote in nature, although management may change the arrangement with appropriate notice when possible. Hybrid candidates must live within driving distance of the office and be able to commute as needed. The listed location is Downtown Tampa – GTE Headquarters. This is a full-time role. Department hours are Monday through Sunday, 7:00 a.m. to 8:00 p.m. Additional hours may be required to accomplish objectives, goals, and projects. Remote or hybrid work requires a quiet workspace, power and high-speed internet over 100 MB, and video capability (1.5 Mbps upload and download recommended). Candidates must meet technical requirements before the first day of training. Some positions require meeting performance standards to qualify for alternative work arrangements.
Requirements
- High school diploma or equivalent from an accredited institution.
- Minimum 1–3 years of experience or a combination of education and experience.
- Previous customer service, banking, and/or call center experience.
- Bilingual Spanish proficiency.
- Working knowledge of Word, Excel, and Explorer, and 10-key skills.
- Functional knowledge of the Bank Secrecy Act and other applicable federal laws, including the U.S. Patriot Act, Office of Foreign Assets Control, Anti-Money Laundering requirements, Right to Financial Privacy Act, and Bank Bribery Act.
- For remote work, provide a quiet workplace, power and high-speed internet over 100 MB, and video capability; candidates must meet technical requirements before their first day of training.
- Hybrid candidates must live within driving distance of the office and be able to commute regularly as needed.
Nice To Haves
- Some college.
- Ability to quickly learn and access products through virtual banking.
- Bilingual English/Spanish proficiency is also identified as preferred in the experience section.
Responsibilities
- Manage inbound calls and/or virtual teller sessions.
- Resolve fundamental member inquiries about checking and savings accounts, transaction research, and balance inquiries.
- Refer quality loan opportunities based on member needs to increase member engagement.
- Gather information, analyze facts, and educate members about appropriate products and services to provide one-point resolution.
- Be timely, prepared, and ready to assist members and teammates with a positive attitude.
- Present information effectively in one-on-one and small-group situations with members and employees.
- Adhere to and stay current on Member Care and credit union procedures and policies.
- Learn additional tasks through training and/or the knowledgebase to advance to Member Experience Advocate II.
- Work toward individual, team, and organizational goals.
- Communicate consistently with the leadership team.
- Participate in team, organizational, and community initiatives.
- Complete required training on time and maintain current knowledge of applicable compliance rules and regulations through assigned training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
