Call Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union; United States; Hybrid; USD 26,174 - 27,552; Full time

Job summary

A+ Federal Credit Union is seeking a Full-Time Customer Service Representative to efficiently handle incoming calls and provide assistance with member inquiries and transactions. The role requires a high school diploma and strong communication skills. The position starts at an hourly wage of $19.50 with the potential for remote work after six months, subject to performance.

Ideal candidates should have experience in financial services or a call center environment, and be capable of problem-solving while maintaining a professional demeanor. Bilingual candidates are particularly encouraged to apply.

Qualifications

• Minimum of six months financial institution experience or equivalent call center experience preferred.
• Ability to work independently and as part of a team.
• Basic math/accounting skills and excellent verbal and written communication skills.

Responsibilities

• Answer all incoming calls within the established ring time goal.
• Assist members with loan inquiries and educate on accounts.
• Promote quality internal service and relationships.

Skills

Customer service

Problem solving

Communication skills

Bilingual Spanish

Education

High school diploma or GED equivalent

Tools

Phone system

Computer software

Job description

Job Type: Full-Time

Exemption Type: Non-Exempt

Wage Amount: $19.50 hourly minimum

Work from home eligibility after six months with Meets Standard Performance & Manager Approval.

Responsibilities

Essential Functions for Level I

• 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
• Stay 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 inquiries, including payoff requests, 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.

Job Requirements

Education and Experience

High school diploma or GED equivalent.

Minimum of six months financial institution experience or equivalent call center experience preferred.

Knowledge, Skills & Abilities

• Skilled use of phone system, computer, and all related software.
• Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills, and dealing with potential conflict.
• Ability to work independently and as part of a team, with flexibility to adapt to change.
• Problem solving skills, including dealing with potential conflict.
• Bilingual Spanish preferred.

Desirable Traits

• Pleasant and professional appearance.
• Pleasant speaking voice.
• Good listening skills.
• Enjoys working with public using a courteous professional approach.
• Able to work flexible hours including Saturdays.
• Dependable.
• Independent worker.
• Strong ability to multi-task.
• Organizer and planner.
• Possess decision-making abilities.
• Versatile in all aspects of the CU

Physical Functions

• Must have the ability/stamina to work at least 40 hours a week.
• Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data.
• Must be able to communicate heavily through telephone, e‑mail and in‑person communications.
• Must be able to engage in problem‑solving skills to help identify and solve potential issues in the field.

Decision Responsibilities

Types of Decisions requiring supervisory approval: Any situation outside A+FCU policy or procedures.