Member Service Center Representative, Spanish Speaking

Member Service Center Representative, Spanish Speaking

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Role : Serves as the primary agent for building member relationships through education about credit union products and services via telephone. Adheres to credit union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently.

Description : Serves as the primary agent for building member relationships through education about credit union products and services via telephone. Adheres to credit union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently.

Essential Functions and Responsibilities :

• Accepts incoming calls, greets members, and provides relevant information regarding transactions, products, and services via telephone. Takes responsibility for fulfilling member service requests, including account opening, access services, maintenance, wires, and loan applications. Adheres to all department processes, procedures, policies, and compliance regulations, including member identification / authentication procedures and confidentiality policies. Assists the Member Contact Center in meeting or exceeding its abandoned call rate and service level metrics. Strives for a first-call resolution to support service expectations.
• Demonstrates a commitment to learning and thoroughly understanding all credit union deposit and loan products and services.
• De-escalates challenging member situations by problem-solving, exercising sound judgment and decision-making skills while demonstrating a special effort to say yes.
• May complete transactions of increased complexity, such as IRA, business, and fiduciary account opening, and initiating domestic and international wires with assistance from a higher-level team member.
• Actively engages in the relationship-building process through educating and referring Credit Union products and services. Takes responsibility for directing members to the appropriate department or resource for further information and services as necessary.
• Performs individual settlement procedures, balances daily transactions, and assists with department balancing.
• Performs other job-related duties as assigned.

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