Bilingual Senior Contact Center Representative

4 weeks ago

Raleigh, North Carolina, United States Latino Credit Union Full time
Job Summary

The Senior Contact Center Representative provides exceptional service to members, handling electronic and phone inquiries with professionalism and efficiency. This role requires a strong understanding of credit union products and services, as well as excellent communication skills in both English and Spanish.

Key Responsibilities
  • Provide quality service to members through phone and electronic channels, addressing their needs and resolving issues in a timely manner.
  • Handle a wide range of transactions, including account transfers, wire transfers, and payments, while maintaining accurate records and resolving any discrepancies.
  • Assist members with credit card and debit card disputes, researching issues and filing necessary paperwork to ensure resolution.
  • Educate members on how to access services available through electronic channels, promoting self-service and improving overall member experience.
  • Perform account and ATM/Debit card maintenance, ensuring accurate and up-to-date information.
  • Stay up-to-date on member service areas, including changes in processes and systems, to provide the best possible service.
Requirements
  • High School diploma or GED equivalent required.
  • A minimum of 1 year in customer service and 1 year in a call center environment or 1 year in the financial industry is required.
  • Experience with high volumes of inbound/outbound calls preferred.
  • Excellent verbal and written communication skills in both English and Spanish.
  • Ability to work in a team environment and thrive in a fast-paced, dynamic workplace.
  • Open to coaching, adaptable, and willing to try new approaches.
  • Proficient in MS Outlook and Microsoft Office; familiarity with team collaboration tools is a plus.
  • Strong aptitude for building relationships and maintaining professionalism in all interactions.
  • Proven ability to balance multiple priorities while meeting deadlines with a positive attitude.
Physical Requirements

Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.

The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.

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