Teleservices Consultant- Bilingual

Arizona Financial Credit Union • Phoenix, AZ

just now • Hybrid

About The Position

The Teleservices Consultant delivers services and expertise to business and consumer members by phone, focusing on growing business and empowering members to use self-service options. The position serves a range of ACD queues, including 100 Club, Card Inquiry, General Inquiries, Password Resets, Technical Support, Technical Support Internal (supporting branches), Business Services, and Spanish, if applicable.

The role builds and expands mutually beneficial member relationships by identifying and offering products or services relevant to members’ financial needs. It requires maintaining current knowledge of organizational products, services, and specialty systems; communicating process-improvement opportunities; following security procedures; and supporting the relationship banking service strategy. The consultant must remain calm and solve problems during stressful interactions, document notes and processes while speaking with members, multitask, and meet schedule-adherence expectations.

The position is described as having a hybrid work environment. Employees working from home must have business-operational internet and a dedicated workspace for completing tasks and communicating through video calls or chat messaging systems. The job also requires independent travel to department and branch locations.

Requirements

• High school diploma or GED.
• One year of experience in a financial institution, call center, or related customer-service field.
• Knowledge of computers and Windows, Excel, and Word software applications.
• Ability to type 45 words per minute and accurately perform 10-key operations.
• Ability to read, write, and speak English using proper grammar.
• Ability to read, interpret, and analyze written instructions, correspondence, and procedure manuals.
• Ability to speak effectively with members about sensitive inquiries or complaints and present information to groups.
• Ability to apply commonsense understanding to problems involving variables in standardized situations.
• Ability to communicate professionally with members and department staff, in person and by telephone.
• Ability to calculate rates, ratios, and percentages.
• Ability to process teller transactions and perform teller-related functions.
• Ability to travel independently to department and branch locations.
• Employees working from home must have business-operational internet and a dedicated workspace for work tasks and communication via video call or chat messaging systems.

Nice To Haves

• Twelve months of experience with Arizona Financial.
• One year of experience in a financial institution, call center, or related customer-service field.

Responsibilities

• Use member contacts as opportunities to create or expand mutually beneficial relationships, including offering products or services that address members’ financial needs; meet the required monthly minimum.
• Maintain current organizational knowledge of products, services, and specialty-system capabilities, including NCR online banking/mobile banking admin console, CST bill pay, Visa DPS, Zelle, PowerOns, and Temenos.
• Communicate process-improvement opportunities and ways to increase call-center efficiency.
• Follow organizational security procedures and training to minimize risk while providing remote services.
• Support the relationship banking service strategy by demonstrating habits and behaviors consistent with brand guidelines and referrable experiences.
• Solve problems and maintain a calm voice during stressful interactions.
• Complete notes and processes while conversing with members and multitask.
• Meet schedule-adherence evaluation requirements by serving members in accordance with the published schedule.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED