BILINGUAL CONTACT CENTER REPRESENTATIVE (English / Spanish)

Job Details

Job Location

Titusville, FL

Position Type

Full Time

Description

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Position Summary :

The role of the Contact Center Representative is to provide excellent service through telephone and e-service channels. The incumbent r esolves member questions, inquiries, and requests while adhering to all internal policies and procedures. The incumbent also identifies and refers credit union products and services and processes transactions.

Primary Responsibilities and Duties

• Demonstrates member focus through consistent, superior service.
• Exhibits positive, constructive and supportive behavior with members as well as coworkers.
• Assists members with a variety of questions and account issues while providing general credit union information.
• Assists members with Digital Banking and Bill Payer questions. Resets and / or provides Secure Access Codes for members locked out of Digital Banking.
• Troubleshoots discrepancies or inquiries regarding members' account history, debit card transactions, and Digital Banking, completing research requests. Forwards more complex problems to the Contact Center Lead or Manager for assistance.
• Stays abreast and cross-sells the credit union's complete line of products and services.
• Remains diligent with email traffic for member correspondence and important Credit Union notifications, responding in a timely manner.
• Posts deposits, and loan payments, transfers funds between accounts.
• Processes member fee requests and clearing differences.
• Maintains accurate records of transactions and balances daily work.

Other Responsibilities and Duties

Qualifications

Education, Experience, and Skills Required

Launch Credit Union is an Equal Opportunity Employer, including protected veterans and individuals with disabilities.