Call Center Rep - Spanish Bilingual Preferred at A+ Federal Credit Union in Austin, TX

Job description

• Join a wonderful team and work for an growing organization with a one-team spirit and where every voice matters!
• All Contact Center Consultants are eligible for incentives of up to $400 per month. The incentives will be payable so long as the Contact Center Consultant is employed by A+ Federal Credit Union in the Contact Center on the payment dates referenced above. The incentives are subject to required and authorized taxes, withholdings and deductions.
• (Work from home eligibility after six months with Meets Standard Performance & Manager Approval.)
• Our Contact Center Consultants are the first responders for the Credit Union and work together in a One-Team Many-Voices environment. Through communication, training, and continued learning/development, you will be able to assist members with questions associated with many areas of the organization. Many of our consultants move on to become supervisors and/or work in other areas of our credit union. It’s a wonderful place to build a solid understanding of our organization and to serve our membership!
• Join our team of professionals who are ready to assist, guide, and educate members to enhance their overall financial well-being. This is a great way to start your financial services career!
• Wage Amount
• $19.00/hr +$1.00/hr Call Volume Premium + Potential $2,400 Annual Incentive Bonus + Potential 4% Annual Company Bonus
• Apply today to be the voice of A+ Federal Credit Union!

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 in order to cultivate relationships with departments and branches to develop a team atmosphere within the Credit Union
• 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, offering products/services in order to increase services per retail household
• Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts
• Place applicable types of stop payments following appropriate procedures
• Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the members
• Assist members with trouble shooting and resolving issues by accessing member’s online activity and resetting or unlocking logins
• Prepare and submit all wire transfer requests following appropriate procedures
• Use DocuSign system to securely send appropriate requested documents to members for completion
• Use internal software to review and create copies of cleared items as requested
• Handle adjustments to credit union Member Rewards program
• Answer inquiries regarding funds availability/check holds and releasing holds within approved limits
• Handle debit card requests for ordering, blocking, and travel notifications
• Make fee reversal decisions within approved limits
• Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring
• Complete required assignments for Level I
• Perform other duties as required or assigned

Requirements

• Education and Experience
• High school diploma or GED equivalent
• Minimum of six months financial institution experience or equivalent call center experience preferred
• Knowledge, Skills & Abilities
• 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, with flexibility to adapt to change
• Problem solving skills, including dealing with potential conflict
• Desirable Traits
• Pleasant and professional appearance
• Pleasant speaking voice
• Good listening skills
• Enjoys working with public using courteous professional approach.
• Able to work flexible hours including Saturdays
• Dependable
• Independent worker
• Strong ability to multi-task
• Organizer and planner
• Possess decision-making abilities.
• Versatile in all aspects of the CU

Skills

Required

• Basic math/accounting skills
• Research skills
• Problem solving skills
• Dealing with potential conflict
• Flexibility to adapt to change

Preferred

• Bilingual Spanish preferred