Contact Center Representative (Bilingual)
$45,760–$58,240 year
On-siteFresno, California, United States
Job Summary
Answer incoming calls, verify caller identity per Credit Union policies, and resolve member requests including transactions, inquiries, product information, and disputes. Perform member transactions with high accuracy, such as fund transfers, card management, and address changes, while educating members on self-serve products like Online and Bill Pay. Identify beneficial products and services, troubleshoot concerns, and research member issues to achieve first call resolution. Comply with applicable laws and regulations, including the Bank Secrety Act and Patriot Act. Provide testing and guidance on new projects to support member experience and team efficiencies.
Required Qualifications
- Minimum of two years of similar or related experience, including time spent in preparatory positions preferably in a credit union or banking space
- Customer service experience
- Bilingual in Spanish and English
- Willingness to work flexible schedules to accommodate the hours and business needs
- High school diploma or GED
- Excellent verbal and written communication skills
- Excellent interpersonal skills with members as well as co-workers
- Courtesy, tact, and diplomacy
- Enthusiasm towards job functions and duties
- Strong focus to perform detail oriented job functions
- Knowledge of credit union products and services
- Ability to climb/descend stairs in an emergency situation
- Technical aptitude to understand complex programs and applications
- Strong written, verbal, and interpersonal skills
- Detail-oriented, organized, accurate and ability to adapt to change
- Excellent decision making and time management skills
- Well-developed analytical and problem-solving skills
- Ability to trouble-shoot problems and research capabilities of current or proposed products
- Close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading
- Ability to work extended hours if required or requested by management
- Regular, reliable and timely attendance
- Ability to routinely perform work indoors in climate-controlled shared work area with minimal noise
- Ability to perform job functions independently, or with limited supervision
- Ability to read and carry out various written instructions and follow oral instructions
- Ability to speak clearly and deliver information in a logical and understandable sequence
- Ability to effectively handle multiple, simultaneous, and changing priorities
- Ability to exercise highest level of discretion on both internal and external confidential matters
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