Bilingual Virtual Contact Center Specialist
Bilingual Virtual Contact Center Specialist (Spanish)
Located at our
Longview, WA office (This is not a remote position)
Fibre Federal Credit Union is seeking a Full- Time Bilingual Virtual Contact
Center Specialist to join our team.
Wage Range: $20.78 - $32.47
* The range above allows our employees room
for growth through annual merit and other pay increases based on performance.
The target pay range for this position is typically within the first half
of the range. Compensation decisions are determined using factors such as
relevant job-related skills, experience, and education or training.
Should an offer for employment be made, we will consider individual
qualifications.
BENEFITS
-Competitive Salary
-Benefits Package including: 100% employer paid health, dental, vision, life,
and disability insurance for the employee
-Paid Vacation Time
-Paid Volunteer Hours
-6% 401(k) Plan Contribution
-10 Paid Holidays
-2 Floating Holidays
-Opportunities for growth within the company
PRIMARY FUNCTION
Assist members and non-members in processing an array of transactions and consultative video sessions with a high level of visual and verbal member concern and professionalism. Engage with members through a variety of support channels, which may include incoming video through the website, online banking, or enabled interactive teller technology (ITM) sessions and transactions, email, secure messaging, and chat. Provide thorough Credit Union information and encourage members to use the many other services of the Credit Union. Drive retention, adoption, and engagement of members by cross-selling basic Credit Union services in a prompt, courteous, and friendly manner. Open new accounts. Have knowledge of loan products and services. Process file maintenance on accounts, loans, and Visa/debit card records. Work weekends and shifts in excess of 8 hours as needed.
Must have ability to communicate fluently with Spanish speaking members.
SPECIFIC RESPONSIBILITIES
· Answer a variety of member inquiries and maintain a good working knowledge of Credit Union services.
· Communicate professionally and effectively to provide superior member service.
· Efficiently process transaction requests through the ITM including, but not limited to, transfers, loan payments, deposits, and withdrawals of cash and checks.
· Follow Credit Union policies and procedures as outlined for the Financial Services Department, Member Services Department, Contact Center, Employee Guide, and Security. Ensure all internal controls are followed within areas of responsibility.
· Submit loan application information for members to Consumer Lending.
· Assist members with existing certificate accounts and transactions.
· Monitor and respond to email correspondence generated from members.
· Process various account changes.
· Process orders for checks and other accessories and set the corresponding notes.
· Assist members with Call 24, overdraft sources, cross-account transfers, and Online Banking set-up, questions, and problems.
· Assist members with card-related issues and questions on Visa Credit and Debit accounts and the ATM Network.
· Monitor technical problems on the ITMs. Resolve issues and/or arrange support for the machines if unable to resolve remotely. Process ITM disputes.
· Refund overdraft and late fees.
· Present a positive, professional image and provide exceptional member service.
· Process and provide documentation for account establishment and maintenance in accordance with Credit Union policies and procedures.
· Assist members with requests and issues with Zelle, Bill Pay, and Card Manager App.
· Process skip payments and loan add-ons.
· Provide Blue Book information.
· Process IRA deposits and withdrawals.
· Train new staff as directed.
· Process requests located in work queues.
· Duties as assigned.
POSITION QUALIFICATIONS
· Work Independently - Assertive and productive self-starter who is accustomed to working independently.
· Position Knowledge - Knowledge, skill, and mental development equivalent to completion of high school is required. Experience on keyboard and 10-key adding machine.
· Problem Solving - The individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
· Interpersonal Skills - The individual maintains confidentiality, remains open to the ideas of others, and exhibits willingness to try new things.
· Oral Communication - The individual speaks clearly and persuasively in positive and negative situations. The individual maintains ongoing communication with the Department Manager concerning activities of the department as well as needs or problems, and keeps them informed of all pertinent problems, irregularities, new developments, changes, and other important information.
· Video Communication/Presence - The individual must have a strong video presence and be comfortable, professional, and friendly on camera with members via video access. Must have excellent communication skills including effective listening, speaking, problem solving and tact that transcend a video/electronic face-to-face customer environment.
· Written Communication - The individual edits work for spelling and grammar, presents numerical data effectively. and is able to read and interpret written information.
· Planning/Organizing - The individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
· Quality Control - The individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
· Dependability - The individual is consistently at work and on time (except for those cases protected by law which are outlined in the Employee Guide), follows instructions, responds to Management direction, and solicits feedback to improve performance.
· Observes Policies/Procedures - The individual sets an example in observing and following Credit Union policy and applicable Standard Operating Procedures, as well as those in the Employee Guide.
· Experience - To perform this job successfully, an individual must be able to think logically, solve problems, work independently, be capable of following detailed technical instructions, and be willing and able to continuously learn.
· Image - The individual must display a positive and professional image.
Possess high school diploma or equivalent
Bilingual Skill/Proficiency - The individual must have the ability to read, write, speak, and comprehend fluently in both Spanish and English to assist Spanish speaking members. Bilingual employees must pass a Spanish language test according to policy.
Must be bondable
Learn more about Fibre Federal Credit Union and TLC Credit Union at our website: www.fibrecu.com
All offers for employment with Fibre Federal Credit Union are contingent upon the candidate having successfully completed a background check, credit check, and drug screening.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Please visit our careers page to see more job opportunities.