Contact Center Rep I - Bilingual Spanish

ADP, Inc.; Peachtree Corners (GA); On-site; USD 30,000 - 37,000; Full time

Job summary

Associated Credit Union is seeking a Contact Center Representative I to handle inbound and outbound calls, process member transactions, and provide accurate information on our products and services. The role requires strong communication, reliable troubleshooting, and a professional phone presence.

The position supports Account inquiries, password resets, and general member assistance, with opportunities to grow through cross-training and performance-based advancement.

Qualifications

• High school diploma or equivalent is required.
• Minimum one year of experience in banking, auto financing, sales or other member service role.
• Bi-lingual in English/Spanish is a plus.
• Strong communication and phone etiquette are essential.

Responsibilities

• Handle inbound and outbound calls.
• Conduct transactions: withdrawals, transfers and loan payments.
• Balance payment history, review findings and identify corrections.
• Process requests such as force return, stop payments and skip payments.
• Handle exceptions like fee refunds and releasing check holds.
• Update member contact information and reset online banking passwords.
• Educate members on products and services and answer questions.
• Escalate inquiries to management when needed.
• Maintain up-to-date knowledge of ACU policies and services.

Skills

Excellent communication skills

Strong math abilities

Sales and member service skills

Problem-solving and research skills

Professional phone etiquette

Bi-lingual English/Spanish

Customer education about products

Education

High school diploma or equivalent

Tools

MS Office (Word, Excel, Outlook)

Adobe PDF knowledge

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Representative I

Salary Range: $21.75 To $27.19 Hourly

Position Description

Department: Contact Center

Reports to: Lead, Supervisor, AVP, Contact Center

Skill Levels: Level I, Level II

Position Purpose

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary responsibility of this position is to handle incoming calls that pertain to answering our members’ questions in regards to their account and conducting transactions including but not limited to withdrawals, transfers and loan payments. Our Contact Center Representative must have an overall understanding of our products and services to assist our members in answering their questions and make recommendations as needed. The position will handle Member Services calls and has limited access to our Online Banking platform for resetting passwords.

Essential Functions & Core Duties

• Handling Inbound/Outbound calls.
• Conduct transactions: withdrawals, transfers and loan payments.
• Balancing payment history information with the member, reviewing findings, and identifying corrections needed.
• Force Return, Stop Payments, and Skip a Payment.
• Handling exceptions such as fee refunds and releasing check holds.
• Update contact information such as address, email and phone numbers.
• Online Banking password resets.
• Educate members on our products and services.
• Handling member questions with professionalism and seamlessly directing escalated questions to management staff.
• Maintaining up-to-date knowledge of ACU policies, procedures and services.

Qualifications

Education: High school graduate or equivalent.

Experience: Minimum one-year experience in banking, auto financing, sales or other role that involves member service. Bi-lingual in English/Spanish is a plus.

Core Competencies

• Strong working knowledge of finance policies and procedures.
• Advanced math abilities.
• Excellent communication skills and phone etiquette.
• Excellent organizational and time management skills, sales and member service skills.
• Requires problem-solving, researching skills, and good judgment.
• Proficient in computer skills with MS Office (Word, Excel, Outlook) and Adobe PDF knowledge. Able to easily learn other software needed for the position.

General Operational Requirements

• Ability to work flexible hours and Saturdays as needed.

Performance Metrics

• The Contact Center Representative should strive to handle 900 calls per month with a transfer rate under 20%, requeued number of calls under 15 and 50% or higher ACD.
• Handling member questions with professionalism and seamlessly directing escalated questions to management staff.
• The ability to predict, recognize and define problems. Skill in generating, selecting and implementing timely and meaningful solutions.
• Observed attitude and demeanor.
• Proactive action in suggesting products or services that benefit our members’ financial needs.
• After six months of tenure within our Contact Center, the Contact Center Representative’s performance will be evaluated and, if deemed ready, will be cross-trained in Online Banking and moved into a Contact Center Representative tier II.

This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.