Customer Service - Call Center - Bilingual Spanish Required - Arizona

GTE Financial•Remote - Arizona, AZ

5d•Remote

About The Position

GTE Financial is seeking a customer-focused, problem-solving Member Experience Advocate I for its Member Care Team. The team takes ownership and accountability for delivering a remarkable member experience while supporting employee development, organizational goals, and community engagement. This remote position is based in Arizona. The department operates Monday through Sunday from 7:00 a.m. to 8:00 p.m. Full-time hours are required, with additional hours as necessary to accomplish objectives, goals, and projects. Management may change the remote designation with appropriate notice, if possible. Remote work requires a quiet workplace, power and high-speed internet over 100 MB minimum, and video capability (1.5 Mbps up and down recommended). Candidates must meet technical requirements before their 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 ability.
Working knowledge of Word, Excel, and Explorer; 10-key skills.
Functional knowledge of the Bank Secrecy Act, 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: a quiet workplace, power and high-speed internet over 100 MB minimum, and video capability; candidates must meet technical requirements before the first training day.

Nice To Haves

Some college.
Bilingual English/Spanish ability is identified as preferred in the experience section; Spanish is also listed as required.

Responsibilities

Manage inbound calls and/or virtual teller sessions.
Resolve member inquiries about checking and savings accounts, transaction research, and balances.
Make appropriate loan referrals based on member needs.
Gather information, analyze facts, and educate members on relevant products and services to provide one-point resolution.
Provide timely, prepared, and positive support to members and the team.
Present information effectively in one-on-one and small-group situations with members and employees.
Learn and access products through virtual banking technology.
Follow 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 in a timely manner and maintain current knowledge of applicable compliance rules and regulations through assigned training.
Apply functional knowledge of the Bank Secrecy Act and other applicable federal laws and regulations.