Contact Center Specialist – Bilingual in Spanish

This is a fully remote position, open to applicants in Oregon, +1 more state.

📋 Description

• Develop and maintain professional, quality-focused relationships with members to address their financial needs.

• Foster a service-oriented culture by promoting credit union products and services.

• Act as a liaison between members and the credit union, adhering to established policies and procedures.

• Welcome and assist members and prospective members via phone communication.

• Handle and document member transactions, including withdrawals, loan payments, wire transfers, and money transfers.

• Respond to inquiries regarding statements, share withdrawals, and loan payoffs.

• Offer technical support for online banking, including setup, troubleshooting, and self-help guidance.

• Adhere to member identification, security, and fraud detection protocols, particularly in processing high-risk transactions.

• Recognize sales opportunities, introduce relevant loan programs, and recommend applicable products and services.

• Strive to meet production and referral targets while engaging in sales and marketing efforts.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• At least six (6) months of experience in a sales or customer service setting.

• Proficiency in Spanish.

• Extensive understanding of credit union products, services, policies, procedures, and systems such as Symitar.

• Experience in managing challenging customer interactions and resolving member concerns.

• Capability to cross-sell products and services while addressing member account inquiries.

• Ability to establish and meet program objectives, manage work under pressure, and adhere to deadlines.

• Experience in a Contact Center or financial institution is preferred.

🏝️ Benefits

• Additional $2.00 per hour bilingual differential, contingent upon verification of a strong understanding of financial terminology.

• Incentives based on performance-related compensation.

• Medical, dental, and vision insurance, with a 100% company-paid employee-only coverage option.

• Health Care FSA (HCFSA).

• Health Savings Account (HSA) supported by employer contributions.

• Dependent Care FSA (DCFSA).

• Life and AD&D insurance.

• 401(k) plan.

• 8 hours of vacation and 8 hours of sick leave accrued monthly.

• 11 paid holidays.

• 1 floating holiday.

• 16 hours of self-care time.

• 16 hours of volunteer time.