Call Center Rep

3 weeks ago

Austin, United States A+ Federal Credit Union Full time

**Call Center Rep - Spanish Bilingual Preferred**:
**Job Type**: Full-Time

Exemption Type: Non-Exempt

Wage Amount: $19 hourly minimum

**Join a wonderful team and work for an growing organization with a one-team spirit and where every voice matters**
- (Work from home eligibility after 90 days, upon manager approval.)_

Are you ready for something new?

Join our team of professionals who are ready to assist, guide, and educate members to enhance their overall financial well-being. This is a great way to start your financial services career

**Wage Amount**

$19.00/hr +$1.00/hr Call Volume Premium + Potential $1000 New Hire Bonus + Potential $2,400 Annual Incentive Bonus + Potential 4% Annual Company Bonus

**Essential Functions for Level I**
- 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 inquires, 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 trouble shooting 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

**Miscellaneous**
- 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

Job Requirements

**Education and Experience**
- High school diploma or GED equivalent
- Minimum of six months financial institution experience or equivalent call center experience preferred

**Knowledge, Skills & Abilities**
- Skilled use of phone system, computer, and all related software
- Excellent verbal and written communication skills
- Research, problem solving skills and dealing with potential conflict
- Basic math/accounting skills
- Bilingual Spanish preferred

**Desirable Traits**
- Pleasant and professional appearance
- Pleasant speaking voice
- Good listening skills
- Enjoys working with public using courteous professional approach.
- Able to work flexible hours
- Dependable, independent worker
- Organizer and planner
- Possess decision-making abilities.

**Physical Functions**
- 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 engage in problem-solving skills to help identify and solve potential issues in the field

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