Bilingual Call Center Representative- eMSR

Great Basin Federal Credit Union; Reno (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Great Basin Federal Credit Union in Reno seeks a Member Support Representative to deliver exceptional service at all member touchpoints, including calls and electronic channels. You will provide information on credit union products and empower members to use e-services.

The role requires 12 months of customer service experience with cash handling, fluency in Spanish, and completion of Pass Teller and MSR training with 85% or better.

Qualifications

• High School diploma or GED equivalent.
• Strong knowledge of language and cultural differences among Spanish-speaking countries.
• 12 months experience in a customer service capacity with cash handling.
• Pass Teller and MSR training with 85% or better.

Responsibilities

• Answers incoming calls and electronic communications with exceptional service.
• Provides information and member support on credit union products and services.
• Educates members to utilize e-services and builds member loyalty.
• Maintains relationships with members and staff across channels.

Skills

Customer service

Cash handling

Spanish language knowledge

Professional communication

Phone and e-channel support

Education

High School diploma or GED

Tools

MSR training

Pass Teller training

Job description

The Member Support Representative creates a remarkable experience consistent with our brand personality, core values, service promises, mission and vision with all internal and external relationships. Provides exceptional service at all member touchpoints including answering all incoming calls and electronic communications. Provides information and member support concerning the credit union and its products and services to members and employees. Through creating member loyalty, you must excel in core contributor relationships by offering share and loan products. Educate and empower members to utilize e-services.Experience and TrainingHigh School diploma or GED equivalentStrong knowledge of language and cultural differences amongst Spanish-speaking countries12 months experience in a customer service capacity which included cash handling experience, preferably in a credit union, bank or other financial institution or six months of continuous employment with Great Basin Federal Credit UnionPass Teller training and MSR training with 85% or betterRequired Knowledge and AbilitiesKnowledge of:Credit union products, services and policies Ability to:Perform minor math calculationsOrganize time effectivelyCommunicate effectively and professionally with members and the public through phone and e-channelsWork independently and efficientlyPay attention to details, be proficient and accurateBe flexible and handle more than one task at a timePhysical Requirements (approximate percentage of day spent)Standing- 10%Sitting- 60%Bending-3%Squatting- 2%Walking- 10%Lifting- 7% 5-15 lbsTwisting-3%Driving- 5%** May be required to drive to another branchExtent of Public ContactThis position works extensively with our members, both internal and external, primarily through the telephone.Working ConditionsDuties performed are in an office environment. Requires occasional traveling to branches to fill in as a Teller as needed or to attend outside classes.