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Bilingual Customer Service Specialist

2 months ago

Austin, Texas, United States United Heritage Credit Union Full time
Position Overview

Location: This role involves remote work on select days and in-person responsibilities at our Headquarters.

Schedule: Candidates should have flexible availability for an 8-hour shift during standard business hours, including occasional Saturday shifts to accommodate contact center needs.

We seek dedicated individuals who are passionate about delivering exceptional service to our members at United Heritage Credit Union. In this role, you will handle a significant volume of incoming calls, typically lasting 3-5 minutes each. Your primary responsibility will be to address inquiries and provide outstanding customer support regarding our financial products and services. This position demands a high degree of professionalism, organizational skills, and meticulous attention to detail. You will play a crucial role in offering tailored solutions, including additional Credit Union services, to meet our members' financial requirements and surpass their expectations.

As part of the Contact Center team, you can expect competitive compensation along with a comprehensive benefits package. Additionally, you will receive ongoing training and opportunities for career advancement. Our new Headquarters features amenities such as a fitness center, yoga room, and complimentary meals on designated days.

Key Responsibilities:

This position is ideal for individuals at the beginning of their careers or seasoned customer service professionals. Preferred candidates will have 1-3 years of relevant experience in customer service, call centers, or account resolution, with fluency in both English and Spanish.

  • Assist members with account inquiries and concerns in both English and Spanish.
  • Perform necessary account maintenance and updates.
  • Utilize various systems to fulfill member requests.
  • Act as a financial advisor, guiding members toward the most suitable products and services.
  • Support members in achieving their financial goals.
  • Collaborate with colleagues and leadership to enhance member services.
  • Conduct research and resolve discrepancies as needed, escalating complex issues to senior specialists.
  • Maintain a high level of accuracy and minimize errors.
  • Follow identification verification protocols to protect our members and the Credit Union.
  • Receive constructive feedback to foster personal and professional growth.

Qualifications for Success:

  • Exceptional listening and verbal communication skills.
  • Able to multitask in a dynamic team environment.
  • Strong commitment to providing excellent service to our members.
  • Detail-oriented with a focus on accuracy and quality.
  • Ability to work collaboratively with team members.

Minimum Requirements:

  • High school diploma or GED equivalent is required.
  • A minimum of 2 years of recent experience in customer service, call center, or related fields is required.
  • Fluency in English and Spanish is highly preferred.
  • Proven ability to process detailed information accurately.
  • Experience working with diverse internal and external clients, demonstrating effective communication and teamwork skills.
  • Proficiency in MS Office Suite and the ability to navigate various computer applications efficiently.

About United Heritage Credit Union:

Established in 1957, United Heritage Credit Union serves communities across Central Texas. With over $1.5 billion in assets and more than 77,000 members, we pride ourselves on our innovative technology and exemplary service standards. Our vision is to be the primary financial institution for our members, fostering a strong sense of community.

Benefits Offered:

  • Comprehensive Benefits Package
  • 401(k) options (Pre-Tax and/or Roth)
  • Generous paid time off (PTO)
  • Education Reimbursement Program
  • Opportunities for Advancement

Note: We are committed to a thorough hiring process. Candidates may undergo multiple interview rounds, and while we strive to contact all applicants, we will reach out to those who align with our needs.