Call Center Rep - Spanish Bilingual Preferred

Job Type: Full-TimeExemption Type: Non-ExemptWage Amount: $19.50 hourly minimumJoin a wonderful team and work for an growing organization with a one-team spirit and where every voice matters!All Contact Center Consultants are eligible for incentives of up to $400 per month. The incentives will be payable so long as the Contact Center Consultant is employed by A+ Federal Credit Union in the Contact Center on the payment dates referenced above. The incentives are subject to required and authorized taxes, withholdings and deductions.(Work from home eligibility after six months with Meets Standard Performance & Manager Approval.)Are you ready for something new?Our Contact Center Consultants are the first responders for the Credit Union and work together in a One-Team Many-Voices environment. Through communication, training, and continued learning/development, you will be able to assist members with questions associated with many areas of the organization. Many of our consultants move on to become supervisors and/or work in other areas of our credit union. It’s a wonderful place to build a solid understanding of our organization and to serve our membership!Join our team of professionals who are ready to assist, guide, and educate members to enhance their overall financial well-being. This is a great way to start your financial services career!Wage Amount$19.00/hr +$1.00/hr Call Volume Premium + Potential $2,400 Annual Incentive Bonus + Potential 4% Annual Company BonusApply today to be the voice of A+ Federal Credit Union!Essential Functions For Level IAnswer all incoming calls within the established ring time goalEnsure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactionsStaying apprised of any phone, check or debit card scams to identify potential loss or fraud on every callUse pleasant, professional voice, and good listening skills to enhance serviceAssist members with loan inquires, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history detailsEducate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary researchPromote 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 UnionAttain and maintain knowledge of all credit union products and servicesInform existing and prospective members of current promotions and new or updated products/servicesUtilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail householdAnswer questions regarding cleared items, direct deposits, and various types of transactions on accountsPlace applicable types of stop payments following appropriate proceduresBe knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the membersAssist members with trouble shooting and resolving issues by accessing member’s online activity and resetting or unlocking loginsPrepare and submit all wire transfer requests following appropriate proceduresUse DocuSign system to securely send appropriate requested documents to members for completionUse internal software to review and create copies of cleared items as requestedHandle adjustments to credit union Member Rewards programAnswer inquiries regarding funds availability/check holds and releasing holds within approved limitsHandle debit card requests for ordering, blocking, and travel notificationsMake fee reversal decisions within approved limitsExpected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoringComplete required assignments for Level IPerform other duties as required or assignedMiscellaneousSchedule and conduct monthly individual dialogs with ManagerAssist with department projects, as assignedParticipate in outside credit union sponsored activities and community/education events to increase credit union awarenessPerform other duties as required or assigned.For more information about our hiring process and benefits, click the following link: https://aplusfcu.org/careers/Job RequirementsEducation And ExperienceHigh school diploma or GED equivalentMinimum of six months financial institution experience or equivalent call center experience preferredKnowledge, Skills & AbilitiesSkilled 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 changeProblem solving skills, including dealing with potential conflictBilingual Spanish preferredDesirable TraitsPleasant and professional appearancePleasant speaking voiceGood listening skillsEnjoys working with public using courteous professional approach.Able to work flexible hours including SaturdaysDependableIndependent workerStrong ability to multi-taskOrganizer and plannerPossess decision-making abilities.Versatile in all aspects of the CUPhysical FunctionsMust have the ability/stamina to work at least 40 hours a weekWill frequently reach, feel, bend, stoop, carry, finely manipulate and key in dataMust be able to communicate heavily through telephone, e-mail and in-person communicationsMust be able to engage in problem-solving skills to help identify and solve potential issues in the fieldTypes of Decisions requiring supervisory approval: Any situation outside A+FCU policy or procedures.