Call Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union is a growing organization that values teamwork and individual contributions. The Call Center Rep will assist members with inquiries related to financial services, educate them on products, and ensure a high level of service while working in a dynamic environment. Responsibilities - Answer all incoming calls within the established ring time goal - Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions - Staying apprised of any phone, check or debit card scams to identify potential loss or fraud on every call - Use pleasant, professional voice, and good listening skills to enhance service - Assist members with loan inquiries, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history details - Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research - Promote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a team atmosphere within the Credit Union - Attain and maintain knowledge of all credit union products and services - Inform existing and prospective members of current promotions and new or updated products/services - Utilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail household - Answer questions regarding cleared items, direct deposits, and various types of transactions on accounts - Place applicable types of stop payments following appropriate procedures - Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the members - Assist members with troubleshooting and resolving issues by accessing member’s online activity and resetting or unlocking logins - Prepare and submit all wire transfer requests following appropriate procedures - Use DocuSign system to securely send appropriate requested documents to members for completion - Use internal software to review and create copies of cleared items as requested - Handle adjustments to credit union Member Rewards program - Answer inquiries regarding funds availability/check holds and releasing holds within approved limits - Handle debit card requests for ordering, blocking, and travel notifications - Make fee reversal decisions within approved limits - Expected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoring - Complete required assignments for Level I - Perform other duties as required or assigned - Schedule and conduct monthly individual dialogs with Manager - Assist with department projects, as assigned - Participate in outside credit union sponsored activities and community/education events to increase credit union awareness - Perform other duties as required or assigned Skills - High school diploma or GED equivalent - Minimum of six months financial institution experience or equivalent call center experience preferred - Skilled use of phone system, computer, and all related software - Basic math/accounting skills - Excellent verbal and written communication skills - Research, problem solving skills and dealing with potential conflict - Ability to work independently and as part of a team, with flexibility to adapt to change - Problem solving skills, including dealing with potential conflict - Must have the ability/stamina to work at least 40 hours a week - Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data - Must be able to communicate heavily through telephone, e-mail and in-person communications - Must be able to engage in problem-solving skills to help identify and solve potential issues in the field - Bilingual Spanish preferred - Minimum of six months financial institution experience or equivalent call center experience preferred Benefits - Incentives of up to $400 per month - Potential $2,400 Annual Incentive Bonus - Potential 4% Annual Company Bonus Company Overview - A+ Federal Credit Union is a full-service financial institution that offers financial education, credit union, and online banking services. It was founded in 1949, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://aplusfcu.org/.