Part Time Contact Center Representative-Bilingual Preferred

Del-One Federal Credit Union•Dover, DE

About The Position

CREDIT UNION PROFILE: Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with branch locations throughout Delaware. It is an organization that also embraces the community it serves. In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union”. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team. POSITION PURPOSE: Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Demonstrate a proactive approach to anticipating and resolving member concerns with the goal of exceeding each member’s expectations by addressing member questions and problems regarding a variety of products and services. Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members. Requirements Schedule Please review schedule prior to submitting your application. This schedule cannot be modified: Monday-Thursday 10:00am-4:00pm (Rotating day off during the week) Every Friday (Mandatory) 9:00am-6:00pm Every Saturday(Mandatory, Work from Home) 9:00am-12:00pm

Requirements

High school graduate or equivalent
General knowledge of Credit Union products, policies, and procedures
Basic understanding of loans, payment processes, and interest rates
At least 1 year of experience in contact center environment; preferably in a financial institution
Proficiency in verbal and written Spanish and English
Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our members’ financial lives.
Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex member problems through creative solutions.
Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends.
Communicates effectively and confidently with all members to make their financial lives better.
Has the ability to engage with members – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
Ability to use a personal computer and related software applications including Microsoft Word or Excel
Basic mathematical skills
Ability to manage multiple tasks simultaneously
Attention to detail

Responsibilities

Assumes responsibility for the effective and professional completion of Contact Center representative functions.
Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
Promptly receives member telephone questions and complaints in a professional manner and understanding how members engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.
Actively and professionally cross sells Credit Union services.
Completes research and resolves documentation errors or discrepancies.
Forwards more complex problems to Contact Center Shift Supervisor, Contact Center Lead and Contact Center Manager.
Provides general information to members on Credit Union policies, procedures, and programs; assist members with any issues, questions, problems, or complaints they may have.
Performs routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.
Maintains and projects the Credit Union's professional reputation and commitment to member service.
Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and with management.
Assists Contact Center personnel as required.
Keeps supervisor informed of area activities and significant problems.
Completes required documents, reports and records accurately and promptly.
Attends and participates in meetings as required.
Assumes responsibility for related duties as required or assigned
Assists other departments as necessary.
Assists in verifying accounts and other member correspondence.
Keeps work area clean, secure, and well maintained.