Call Center Representative Preferred Bilingual English/Spanish

Elevations Credit Union; Broomfield (CO); In loco; USD 28.000 - 35.000; Tempo pieno

Vantaggi offerti da questo lavoro

4 weeks PTO + holidays

Health insurance

401(k) match

Parental leave

Tuition reimbursement up to $5,250

Descrizione del lavoro

Elevations Credit Union is hiring a Call Center Representative (Preferred Bilingual English/Spanish) to assist members by phone with account issues, transactions and online services. The role emphasizes first-call resolution, compliance with policies, and educating members on digital tools.

The candidate should have a high school diploma or GED and at least one year of fast-paced customer service or banking experience, with strong communication and tech familiarity across Apple, Android, PC, and

Competenze

• Minimum of one year in fast-paced customer service, sales, or banking experience.
• Excellent written and verbal communication, to include written and verbal instructions.
• Understanding of Apple, Android, PC and Mac systems.
• Adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

Mansioni

• Assist members with account maintenance, transactions, and online assistance over the phone.
• Educate members on online self-service capabilities and new products.
• Support and off-phone tasks including member survey follow up and online compliance courses.

Conoscenze

Customer service

Banking experience

Bilingual English/Spanish

Formazione

High School diploma or GED

Strumenti

Apple devices

Android devices

PC

Mac

Descrizione del lavoro

Call Center Representative Preferred Bilingual English/Spanish

When joining Elevations, you can expect to work for a company with:

• A leadership team that strives to make this the best place you’ve ever worked!
• A focus on supporting our employees’ mental, physical, and financial well-being
• A commitment to diversity, equity, and inclusion recognized by the Denver Business Journal and Colorado Association of Realtors
• A highly engaged workforce devoted to innovation, continuous improvement, and collaboration
• A reputation for excellence, as evidenced by being a two-time recipient of the Malcolm Baldrige National Quality Award
• A passion for consistently providing amazing experiences and creating raving fans

If you join our team, here are some of the perks you can expect:

• A competitive total rewards package with 4 weeks paid time off for full-time employees, work anniversary paid time off, paid volunteer time off, and 12 paid holidays
• Comprehensive medical, dental, and vision plans with employer contributions to supercharge your Health Savings Account
• Up to a 4% match on 401(k) contributions
• Up to twelve weeks of fully paid parental leave
• An extensive Employee Assistance Program that provides personalized care options for your whole household
• Ample opportunity to learn, develop and grow with access to LinkedIn Learning, career and leadership development programs, job shadowing, a mentor program, and tuition reimbursement up to $5,250/year

Employees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.

Summary/Objective:

Our members rely upon the Member Solutions Guide (MSG) to be their trusted go-to source for help with any account maintenance, transactions, products, online assistance and account troubleshooting. An MSG continually demonstrates a superior approach to service as they engage internal and external members over the phone by providing the highest level of member service . In so doing they will create raving fans and amazing experiences—every member, every time .

Essential Functions include:

• Exhibits passion for Elevations Credit Union (ECU) and demonstrates Elevations’ core values, Integrity, Respect, Passion, Creativity, and Excellence.
• Demonstrates the PEAK'T service model while engaging with internal and external members, utilizing open ended questions to understand and identify appropriate solutions to their immediate or underlying needs. In so doing, seeking to achieve first call resolution while protecting the integrity of our member’s accounts.
• Demonstrates operational excellence through compliance of established policies, procedures, and processes.
• Has knowledge of products including but not limited to deposit accounts such as checking, savings, and CDs, etc. as well as loans- auto, personal, home, etc.
• Assists members with not only their existing products but identifying opportunities to educate them on online self-service capabilities and/or new products.
• Performs a variety of support and off phone tasks including but not limited to member survey follow up, service events, and online compliance courses.

Reports to:

Contact Center Manager

Manages:

This role does not have supervisory responsibility.

Required Education and Experience:

• High School diploma or equivalent GED.
• Minimum of one year in fast-paced customer service, sales, or banking experience
• Excellent written and verbal communication, to include written and verbal instructions
• Understanding of Apple, Android, PC and Mac systems
• Demonstrated adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

Preferred Education and Experience:

• Bilingual English/Spanish speaking highly preferred – includes $150/month bilingual bonus after passing aptitude assessment

Elevations uses multi-factor authentication to keep our data safe. As such, a personal smart phone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.

Physical Requirements:

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects.

Position Type/Expected Hours of Work:

• Full time / 40 hours per week
• M-F 9:00-6:00 & every 3rd Saturday 8:00am-1:00pm

Classification:

Non-Exempt

Compensation:

The person hired into this position will likely earn between $20.43- $25.55 per hour + annual bonus.

Actual compensation offered may vary from the posted hiring range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Anticipated Application Window:

This role is anticipated to close within 25 days from the date of posting. However, if the position has not been filled, Elevations may keep the application period open longer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1952, we’ve grown from 12 members and less than $100 in assets to an institution with 15 branches and more than 170,000 members that manages over $3 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.

EEO Statement: The Credit Union is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), sex, sexual orientation, gender identity, gender expression, color, religion, creed, national origin, ancestry, disability, military status, genetic information, marital status, or any other status protected by applicable state or local law.

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.

ELEVATIONS CREDIT UNION’S COMMITMENT TO PRIVACY

Your privacy is important to us. When you use this Careers site to apply for a job at Elevations Credit Union (“we” and “us”), we collect your personal information. Examples of personal information collected on the Careers site include your name, contact details, and information you provide for purposes of job applications. We do not sell your personal information to a third party. We may share your information with a third party who is performing a service for us related to job applicants. If you have any questions about this privacy statement, please contact us.

Applicants have rights under Federal Employment Laws

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Elevations Credit Union’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.