Bilingual Senior Contact Center Representative (Raleigh)

Description

The Senior Contact Center Representative provides quality electronic and phone service to members, including providing account information and processing account changes. The Sr. MSC performs a wide range of duties, possesses ample product knowledge, and assists members with all services related to accounts and secure loans.

Essential Duties and Responsibilities:

Member Service Provides a positive member experience by providing quality service in offering solutions based on member needs.

• Greets members in a courteous and professional manner, providing prompt, accurate, and efficient service over the phone and through the credit union’s electronic channels.
• Handles establishment of new membership, opens accounts, and resolves member issues and requests according to credit union policies and procedures.
• Assists with secured credit and loan requests.
• Supports varied remote communication channels including online chat, requests through online access portals, telephone, email, and any other available channels.
• Promotes products and makes recommendations to members based on needs identified.
• Learns and applies LCCU service model concepts consistently in interactions with members.
• Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans, and promotional products and services.

Account Opening & Maintenance

• Handles a wide range of transactions, including account transfers, wire transfers, and payments.
• Researches and resolves account problems, including checking reconciliations and transaction errors.
• Assists members with credit card and debit card disputes, including researching issues and filing appropriate paperwork to ensure resolution.
• Assists members with ordering new cards, issues with online access, account closures, and transfers.
• Performs account and ATM/Debit card maintenance.
• Educates members on how to access services available through electronic channels.

Administration

• Executes complete full range of member-related administrative procedures, including retention of records.
• Stays up-to-date and proficient in member service areas including changes in processes and systems.
• Maintains records, files paperwork, scans documents, and performs other clerical duties as needed.
• Participates in community events.
• Moves to and changes branches within the region as required.
• Completes required training.
• Performs other duties as assigned.

Requirements

• High School diploma or GED equivalent required.
• A minimum of 1 year in customer service and 1 year in a call center environment or 1 year in the financial industry is required.
• Experience with high volumes of inbound/outbound calls preferred.
• Excellent verbal and written communication skills in both English and Spanish.
• Enjoy working in a team environment and thrive in a fast-paced, dynamic workplace.
• Open to coaching, adaptable, and willing to try new approaches.
• Proficient in MS Outlook and Microsoft Office; familiarity with team collaboration tools is a plus.
• Strong aptitude for building relationships and maintaining professionalism in all interactions.
• Proven ability to balance multiple priorities while meeting deadlines with a positive attitude.

Physical requirements: Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.