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

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

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.

Call Center Rep, Spanish Bilingual Preferred

Key skills