Member Contact Center Agent- Spanish Required

​​The Member Contact Center Agent is responsible for establishing a positive relationship with each member over the phone, through text message, and through email. Quickly and efficiently identifying member needs and providing first contact resolution. This role must be capable of delivering world class service to our members while showing empathy, accuracy, and problem-solving skills. This role is designated as fully on-site and requires daily in-person attendance at an ICCU facility to perform essential job functions.​  

 

Duties and Responsibilities  

​​- Maintains a strong focus on helping each member achieve financial success.  

​- Ensures member experiences are always at or above our Eagle Service Standards.  

​- Behaves consistently with ICCU’s Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement, and Accountability.  

​- Is a positive influence in creating an upbeat and energetic team culture.  

​- Performs a wide range of member-generated transactions.  

​- Provides general information to members about Credit Union services.  

​- Effectively communicates over the phone, through text message, and through email in a professional, accurate, and timely manner with members by setting clear expectations.  

​- Processes member check orders.  

​- Answers telephone calls and meets performance metrics.  

​- Researches and makes appropriate corrections for members with account problems.  

​- Recognizes and develops opportunities to refer products and services to members and maintains acceptable levels of Game of Work sales goals.  

​- Uses resources to resolve inquiries on the first contact.  

​- Completes accurate case notes of member interactions and call history.​ 

 

Education and Experience  

​​A high school diploma or GED is required. Knowledge of financial institution federal regulations. Ability in math, 10-key calculator use, and accurate cash handling. Excellent communication and people skills. Ability to always maintain the confidentiality of Credit Union and member records. Good knowledge of all Credit Union services.​ 

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Physical Requirements  

​​- Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.  

​- Prolonged periods of sitting or standing, as required by job duties.  

​- Occasionally lift and move items weighing up to 20–40 pounds (e.g., copy paper, cash drawers, marketing materials).