Apply on Employer Site

Capital Credit Union · 5 months ago

Bilingual Contact Center Representative

Green Bay, Wisconsin, United States

Full-time

Onsite

New Grad, Entry Level

0+ years exp

Capital Credit Union is committed to strengthening communities by providing excellent member service. The Bilingual Contact Center Representative will assist members with various inquiries and transactions while promoting Credit Union products and services, all while maintaining a focus on building strong member relationships.

Banking

Work & Life Balance

Responsibilities

Operates a multi-line switchboard. Assists members by telephone and/or via electronic communication, determines their needs, and refers them to the appropriate individual. Provides routine and detailed information to callers. May take messages and distribute them in a timely manner

Concentrates on building financial relationships with members, using a consultative approach. Discusses special promotions, and makes member referrals to Member Service Representatives, Mortgage Lenders, and Financial Solutions Representatives, including arranging member appointments

Maintains an advanced knowledge of the online banking system (Architect/Bill Pay) to work as the support team for members and employees within the organization

Educates members about Home Banking, E-Services and other products. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs

Maintains an effective working knowledge, including the technical aspects of the products and services offered to members

Maintains a strong understanding of the general functions of Credit Union departments and workflows in order to achieve first-call resolution whenever possible

May perform telemarketing including, but not limited to, term share certificates

May quote interest rates, loan payment amounts and collateral valuations

Answers member questions and resolves member problems, concerns, and complaints including, but not limited to, refunding fees. Routinely tracks frequently asked questions and member concerns and follows up on member e-mails

May perform miscellaneous duties including, secure messages, guestbook messages, and completing miscellaneous projects for other departments, etc

Operates the voicemail system, forwarding messages to the appropriate people

May assist in training new employees

Qualification

Credit Union knowledgeBilingual (English/Spanish)Multi-line switchboard operationOnline banking systemsAnalytical skillsCustomer service skillsCommunication skills

Required

Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos; and ability to add, subtract, multiply, and divide, using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education

Ability to operate a multi-line switchboard and on-line computer terminals accurately and efficiently to process calls and basic member transactions. Must include good working knowledge of core computer system, Nautilus, Word, E-mail, E-Services (home banking, Bill Pay, etc.) and Excel. Must be able to operate a fax machine and adding machine as normally acquired in one to three months of on-the-job experience

Comprehensive knowledge of Credit Union products and services in order to provide information to members as normally acquired in three to six months of related experience with the Credit Union. May be cross-trained in the MSR areas

Communication/listening skills necessary to deal effectively and courteously with a diverse group of members and employees in high-stress situations

Ability to exercise independent judgment when addressing member problems

Analytical ability to understand instructions, straight-forward comparisons of numbers, and the ability to collect information from computer screens and other available sources to assist members. Must be able to analyze, research, and resolve member problems and determine the appropriate course of action in unique situations

Ability to stay in one place or work in a confined area for extended periods and to move about for up to ten percent of work time in order to distribute correspondence

Ability to concentrate and pay close attention to detail for over ninety percent of work time

The Bi-Lingual Contact Center Rep position requires being fluent in both written and oral communication in English and Spanish

Company

Capital Credit Union

Capital Credit Union is a not-for-profit financial institution in Northeastern Wisconsin, which focuses on the needs of over 120,000 members and growing.

Founded in 1927

Green Bay, WI, US

201-500 employees