Customer Service - Call Center - Bilingual, Spanish Required - Tampa, FL

GTE Financial•Tampa, FL

2d•Remote

About The Position

GTE Financial is seeking a customer-focused, problem-solving Member Experience Advocate I to support members through inbound calls and/or virtual teller sessions. The role addresses fundamental inquiries about checking and savings accounts, transaction research, and balances; identifies member needs; and educates members on appropriate products and services to provide one-point resolution. It also involves making quality loan referrals and delivering a positive, timely member experience. The position is described as remote in nature, with the work arrangement subject to change by management with appropriate notice when possible. Hybrid employees must live within driving distance of the office and be able to commute as needed. The position is based at GTE Headquarters in Downtown Tampa. Department hours are Monday through Sunday, 7:00 a.m. to 8:00 p.m. Full-time hours are required, with additional hours as needed to accomplish objectives, goals, and projects. Remote or hybrid work requires a quiet workplace, power and high-speed internet over 100 Mbps, and video capability (1.5 Mbps up and down 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 required.
Working knowledge of Word, Excel, and Explorer; 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, Right to Financial Privacy Act, and Bank Bribery Act.
For remote or hybrid work, a quiet workplace, power and high-speed internet over 100 Mbps, and video capability; candidates must meet technical requirements before the 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 preferred.
Bilingual English/Spanish preferred.

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 on appropriate products and services to provide one-point resolution.
Provide timely, prepared, positive service to members and support the team.
Present information effectively in one-on-one and small-group situations to members and other 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 and 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.