Bilingual Virtual Contact Center Representative

Fibre Federal Credit Union; Longview (WA); On-site; USD 26,000 - 41,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Life & disability insurance

Paid vacation

Paid volunteer hours

6% 401(k) plan contribution

10 paid holidays

2 floating holidays

Growth opportunities

Job summary

Fibre Federal Credit Union is seeking a Full-Time Bilingual Virtual Contact Center Representative for our Longview, WA location. This on-site role supports members and non-members through video ITM sessions, email, chat, and secure messaging, delivering friendly service.

You will process transactions via ITM (transfers, payments, deposits, withdrawals), answer inquiries, monitor queues, and cross-sell core Credit Union services.

Qualifications

• Bilingual in Spanish and English required.
• High school diploma or equivalent required.
• Professionalism, reliability, and bondability expected.
• Ability to work Saturdays or weekends as needed.

Responsibilities

• Assist members via video ITM sessions, email, chat, and secure messaging with professionalism.
• Process ITM transactions including transfers, loan payments, deposits, and withdrawals.
• Provide credit union information and cross-sell services to members.
• Monitor and respond to member emails and work queues.
• Resolve ITM technical issues or arrange remote/onsite support as needed.

Skills

Bilingual Spanish/English

Excellent communication

Education

High school diploma or equivalent

Job description

BilingualVirtualContact Center Representative

Located at ourLongview, WA office (This is not a remote position)

Fibre Federal Credit Unionoffers a vibrant, exciting, and challenging workplace in the fast-pacedfinancial industry in the Lower Columbia region and along the Oregon coast.Join our team and see what it means to be people helping people.
Fibre Federal Credit Union is seeking a Full-Time Bilingual Virtual Contact CenterRepresentative for our Longview, WA location.

Wage Range: $18.82 - $29.41
* The range above allows our employees roomfor growth through annual merit and other pay increases based on performance.The target pay range for this position is typically within the first halfof the range. Compensation decisions are determined using factors such asrelevant job-related skills, experience, and education or training.Should an offer for employment be made, we will consider individualqualifications.

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 andnon-members in processing an array of transactions and consultative videosessions with a high level of visual and verbal member concern andprofessionalism. Engage with members through a variety of support channels,which may include incoming video enabled interactive teller technology (ITM)sessions and transactions, email, secure messaging, and chat. Provide thoroughCredit Union information and encourage members to use the many other servicesof the Credit Union. Drive retention, adoption, and engagement of members bycross selling basic Credit Union services in a prompt, courteous, and friendlymanner. Work weekends and shifts in excess of 8 hours as needed.

Must have the ability to communicate fluently with Spanishspeaking members.

SPECIFIC RESPONSIBILITIES

• Answer a variety of member inquiries and maintain a good workingknowledge of Credit Union services.
• Efficiently process transaction requests through the ITM toinclude, but not limited to, transfers, loan payments, deposits, andwithdrawals of cash and checks.
• Follow Credit Union policies and procedures as outlined for theFinancial Services department, Member Services department, Employee Guide, andSecurity. Ensure all internal controls are followed within their areas ofresponsibility.
• Monitor and respond to email correspondence generated frommembers.
• Process various account changes.
• Process orders for checks and other accessories and set thecorresponding memos.
• Assist members with Call 24, overdraft sources, cross accounttransfers, and Online Banking set-up, questions, and problems.
• Assist members with card related issues and questions on VisaCredit and Debit accounts and the ATM Network.
• Process requests located in work queues.
• Monitor technical problems on the ITMs. Resolve issues and/orarrange support for the machines if unable to resolve remotely.
• Refund overdraft and late fees.
• Present a positive, professional image and provide exceptionalmember service.
• Duties as assigned.

POSITION QUALIFICATIONS

Provide exceptional member service in afriendly and efficient manner

Outstanding communication skills

Video Communication/Presence - Theindividual must have a strong video presence and be comfortable, professional,and friendly on camera with members via video access. Must have excellentcommunication skills including effective listening, speaking, problem solving,and tact that transcend a video/electronic face-to-face customer environment.

Ability to work a flexible scheduleincluding mandatory Saturday hours

APPLICANT REQUIREMENTS

Possess high school diploma or equivalent

Bilingual Skill/Proficiency - The individualmust have the ability to read, write, speak, and comprehend fluently in bothSpanish and English to assist Spanish speaking members. Bilingual employeesmust pass a Spanish language test according to policy.

Always maintain professionalism

Be reliable and dependable

Be bondable

Learn more about Fibre Federal Credit Union and TLC Credit Unionat our website: www.fibrecu.com

All offers for employment with Fibre Federal Credit Union arecontingent upon the candidate having successfully completed a background check,credit check, and drug screening.

We are an Equal Opportunity Employer. Allqualified applicants will receive consideration for employment without regardto race, color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, protected veteran status, or any other characteristicprotected by law.