Contact Center Representative

Bilingual in Spanish/English required 

• Provides world-class customer support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries.
• Identify opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason.
• Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
• Follows up on member inquiries that are not immediately
• Follows proper Contact Center policies and procedures when handling different topics. Suggests improvements and changes to processes and policies to improve productivity and members’ experience.
• Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority.
• Properly identifies, researches and resolves issues using multiple software applications.
• Participates in ongoing training programs and maintains up-to-date information and working knowledge of all Credit Union products, services and promotions.
• Coach, mentor, or train less senior representatives, as needed

• Passionate about helping people, and able to learn quickly and acquire the knowledge to assist members accurately.
• Must be detail-oriented with above average active listening skills.
• Proficient in MS Office products (Word, Excel, Outlook).
• Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy.
• Ability to interact with diverse groups of people and be a team player.
• Ability to work in a fast-paced, team-oriented environment. Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision.
• Ability to navigate multiple interdependent systems and tools.
• Highly skilled at researching and effectively resolving issues in a timely manner.

• Reports directly to assigned Supervisor/Manager, Contact Center.
• This position has no supervisory responsibilities.
• HS Diploma or equivalent.
• Bilingual in Spanish/English required 
• Levels:
• Associate Contact Center Representative: Minimum 1 year credit union/banking customer service experience and/or inbound call center experience.
• Contact Center Representative: Minimum 2 years credit union/banking customer service experience and/or inbound call center experience.
• Sr. Contact Center Representative: Minimum 3 years credit union/banking customer service experience and/or inbound call center experience.

•  Associate Contact Center Representative – Grade 7: $19.41/hour - $23.97/hour
• Contact Center Representative - Grade 8: $20.94/hour - $25.87/hour
• Sr. Contact Center Representative - Grade 9: $22.81/hour - $28.17/hour