Bilingual Contact Center Representative

3 weeks ago

Albuquerque, New Mexico, United States Sandia Laboratory Federal Credit Union Full time
Job Summary

We are seeking a highly skilled and bilingual Contact Center Representative to join our team at Sandia Laboratory Federal Credit Union. As a Contact Center Representative, you will be responsible for providing exceptional customer service to our members, responding to their inquiries, and resolving their issues in a timely and professional manner.

Key Responsibilities
  • Assist members with account-related services, including answering questions, resolving issues, and providing information about our products and services.
  • Exceed member expectations by providing efficient, proactive, and accurate service through various delivery channels.
  • Provide a superior member experience by actively listening to and assessing member needs, explaining features and benefits of targeted products and services, and offering targeted solutions to meet member needs.
  • Recognize and act upon potential membership and service opportunities to promote membership growth and loyalty.
  • Uphold the Credit Union's compliance with the Bank Secrecy Act (BSA), including compliance with the Customer Identification Program and anti-money laundering policies and procedures.
  • Report unusual or suspicious activity in writing to the Legal and Compliance Department.
  • Ensure member and Credit Union information is treated with utmost confidence and security, including adherence to member identification and shred procedures.
  • Observe and communicate in a timely manner all potential risks to ensure the safety and security of members and employees.
  • Contribute to a productive, team-oriented work environment while meeting all established goals and metrics, and operating within the Credit Union's core values.
  • Develop and maintain up-to-date and thorough knowledge of SLFCU policies, procedures, systems, and processes.
  • Able to work in a fast-paced environment, successfully meeting service level agreements.
  • Complete annual BSA and OFAC training.
  • Perform other related duties as assigned.
Requirements
  • Minimum one year's customer service experience. Prior financial institution and/or contact center experience preferred.
  • Thorough knowledge of Credit Union products and services, features, and benefits.
  • Exhibits ability to cross-sell effectively.
  • Demonstrated sales skills and a willingness and ability to apply those skills on the job through incoming member calls and outbound follow-up calls.
  • Proficient with the use of personal computer applications. Demonstrates ability to learn and effectively utilize in-house programs and third-party software.
  • Fluency in both Spanish and English, including excellent written and verbal communication skills in both languages.
Education
  • High school diploma or GED equivalent.
Interpersonal Skills
  • Possesses strong interpersonal skills. Demonstrates daily the Credit Union's commitment to maintaining a close and caring touch with its members.
  • Able to handle difficult situations and persons in a positive and professional manner, exhibiting empathy and understanding.
  • Able to formulate creative solutions that strengthen the Credit Union's relationship with members.
  • Functions effectively within a team environment.
Communication
  • Possesses strong verbal/written communication skills.
  • Demonstrates excellent telephone etiquette. Must be able to establish rapport with members over the phone.
  • Able to explain financial concepts, policies, and procedures clearly and succinctly to others.
Other Skills
  • Demonstrated ability to ensure that documentation produced is accurate and meets all organizational guidelines and policies.
  • Exhibits problem-solving skills; identifies and resolves problems in a timely manner and gathers/analyzes information skillfully.
  • Maintains high standards in accuracy, adaptability, and initiative.
  • Demonstrates excellent organizational and time management skills; able to handle/prioritize multiple tasks effectively.
Salary

$20.00-$22.00 (Depending on Experience)

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