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A+ Federal Credit Union · 2 weeks ago

Call Center Rep - Spanish Bilingual PreferredCall Center Rep - Spanish Bilingual Preferred

Austin, TX

Full-time

Onsite

New Grad, Entry Level

$19/hr - $19.25/hr

0+ years exp

A+ Federal Credit Union is a growing organization that fosters a one-team spirit where every voice matters. They are seeking a Call Center Representative who will assist members with inquiries, educate them on products and services, and promote quality internal service while ensuring proper identification and security protocols are followed.

BankingDebit CardsFinancial Services

Growth Opportunities

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

Schedule and conduct monthly individual dialogs with Manager

Assist with department projects, as assigned

Participate in outside credit union sponsored activities and community/education events to increase credit union awareness

Perform other duties as required or assigned

Qualification

Phone system proficiencyComputer software skillsBilingual SpanishBasic math/accountingVerbal communicationListening skillsDependabilityMulti-taskingWritten communicationProblem solvingTeamworkFlexibilityDecision-making