Call Center Representative assisting members at A+ Federal Credit Union by answering inquiries and providing account support via phone. Promoting credit union products and services while ensuring quality customer service.
AU
Onsite Call Center Rep, Spanish Bilingual Preferred
Posted 4 days ago
About the role
- Call Center Rep handling member inquiries and loan support at A+ Federal Credit Union. Responsible for assisting members and promoting credit union services in a professional manner.
Responsibilities
- Answer all incoming calls within the established ring time goal
- Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
- Staying apprised of any phone, check or debit card scams to identify potential loss or fraud on every call
- Use pleasant, professional voice, and good listening skills to enhance service
- Assist members with loan inquires, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history details
- Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
- Promote and maintain quality internal service at all times
- Attain and maintain knowledge of all credit union products and services
- Inform existing and prospective members of current promotions and new or updated products/services
- Utilize online account opening system to open various types of accounts for members
- Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts
- Handle adjustments to credit union Member Rewards program
- Complete required assignments for Level I
Requirements
- High school diploma or GED equivalent
- Minimum of six months financial institution experience or equivalent call center experience preferred
- Skilled use of phone system, computer, and all related software.
- Basic math/accounting skills
- Excellent verbal and written communication skills
- Research, problem solving skills and dealing with potential conflict
- Ability to work independently and as part of a team
- Bilingual Spanish preferred
Benefits
- All Contact Center Consultants are eligible for incentives of up to $400 per month.
- Work from home eligibility after six months with Meets Standard Performance & Manager Approval.
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