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Bilingual (Spanish) Financial Solutions Representative I (Call Center)
4 weeks ago
Bilingual (Spanish) Financial Solutions Representative IAll of us at Chartway stand united in our strong culture of listening and learning. We treat people with respect, integrity, and kindness, and are committed to continuously developing a diverse and inclusive workplace where team members are empowered to be their authentic selves. All backgrounds, viewpoints, and life experiences are welcome, knowing this commitment strengthens our credit union family and communities.A Financial Solutions Representative I reports to the Member Solutions Center Service Manager and is responsible for providing exceptional service experiences in a fast-paced call center environment. Day to day interactions include assisting and educating members on successfully managing their credit union relationship. Representatives are accountable for accurately assisting callers with credit union eligibility, account transactions, online banking support and account maintenance requests. All experiences delivered should contribute positively to the channels assigned performance objectives.Responsible and Accountable for:Taking inbound calls from members and non-members for general servicing inquiries for checking, savings, credit cards, certificates of deposit, business accounts and loan products (auto, equity, line of credits and personal loans)Option to work hybrid based on skillset and time in positionExercise problem solving skills and promote the benefits of membershipUpdate member and account information as neededMaintain Member Solutions Center service levels by handling a high volume of calls in a fast-paced environmentCommunicate using extraordinary soft skills during complex conversations to deliver an outstanding member experienceHandle complex conversations and situations professionally to create an outstanding member experience on every callConsistently and effectively cross-selling credit union products and services to achieve assigned referral goalsAbility to respond to member inquiries regarding current products and services, as well as current promotionsUtilize "available" time efficiently, consistently maintaining low "work" and "unavailable" percentages while meeting interaction performanceComply with all member verification processes to mitigate risk and protect the member and the credit union for fraud or lossComply with all record keeping requirements of the Bank Secrecy Act for wire funds transfers of $3,000 or moreKnowledge, Skills and Abilities:Possess superior organizational skills that enable accurate and efficient service experiencesPossess superior verbal and written communication skillsPossess the Credit Union knowledge required to educate members on the features and benefits of credit union products and promotionsPossess deep knowledge of all credit union products to assist in problem solving and generate referrals to support the CU's multiproduct strategyAbility to provide information to current and prospective members concerning eligibility for membership, products and services (loans and deposits)Ability to act as a problem solver, information provider and liaison between members and various internal departmentsAbility to complete accurate and timely currency transaction reports as required by the Bank Secrecy ActAbility to work in a fast paced, ever-changing environmentDemonstrate strong work ethic that supports organizational values and demands the highest standard of conduct from self and othersSelf-motivated to meet performance goalsAbility to comply with all state and federal regulationsAbility to respond, establish and maintain control when handling challenging interactions while simultaneously representing Chartway with the highest degree of professionalismEducation and Experience:Education: High school education or equivalent GED.Experience: One year retail or customer service, preferably in a call center environment.Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included, and resumes must be accompanied by a Chartway Employment Application for consideration. Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer. If a reasonable accommodation is needed for the job interview process, please contact our Talent Acquisition Team at 1-877-319-4818 extension 74862 or email us at recruiter@chartway.com.
