Call Center Rep - Spanish Bilingual Preferred

A+ Federal Credit Union is a growing organization that values teamwork and individual contributions. The Call Center Rep will assist members with inquiries related to financial services, educate them on products, and ensure a high level of service while working in a dynamic environment.ResponsibilitiesAnswer all incoming calls within the established ring time goalEnsure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactionsStaying apprised of any phone, check or debit card scams to identify potential loss or fraud on every callUse pleasant, professional voice, and good listening skills to enhance serviceAssist members with loan inquiries, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history detailsEducate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary researchPromote 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 UnionAttain and maintain knowledge of all credit union products and servicesInform existing and prospective members of current promotions and new or updated products/servicesUtilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail householdAnswer questions regarding cleared items, direct deposits, and various types of transactions on accountsPlace applicable types of stop payments following appropriate proceduresBe knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, opting members in and out. Ability to explain requirements to the membersAssist members with troubleshooting and resolving issues by accessing member’s online activity and resetting or unlocking loginsPrepare and submit all wire transfer requests following appropriate proceduresUse DocuSign system to securely send appropriate requested documents to members for completionUse internal software to review and create copies of cleared items as requestedHandle adjustments to credit union Member Rewards programAnswer inquiries regarding funds availability/check holds and releasing holds within approved limitsHandle debit card requests for ordering, blocking, and travel notificationsMake fee reversal decisions within approved limitsExpected to reach and maintain a minimum of 75% success in established sales goal referrals and 80% success in quality assurance monitoringComplete required assignments for Level IPerform other duties as required or assignedSchedule and conduct monthly individual dialogs with ManagerAssist with department projects, as assignedParticipate in outside credit union sponsored activities and community/education events to increase credit union awarenessPerform other duties as required or assignedSkillsHigh school diploma or GED equivalentMinimum of six months financial institution experience or equivalent call center experience preferredSkilled use of phone system, computer, and all related softwareBasic math/accounting skillsExcellent verbal and written communication skillsResearch, problem solving skills and dealing with potential conflictAbility to work independently and as part of a team, with flexibility to adapt to changeProblem solving skills, including dealing with potential conflictMust have the ability/stamina to work at least 40 hours a weekWill frequently reach, feel, bend, stoop, carry, finely manipulate and key in dataMust be able to communicate heavily through telephone, e-mail and in-person communicationsMust be able to engage in problem-solving skills to help identify and solve potential issues in the fieldBilingual Spanish preferredMinimum of six months financial institution experience or equivalent call center experience preferredBenefitsIncentives of up to $400 per monthPotential $2,400 Annual Incentive BonusPotential 4% Annual Company BonusCompany OverviewA+ Federal Credit Union is a full-service financial institution that offers financial education, credit union, and online banking services. It was founded in 1949, and is headquartered in Austin, Texas, USA, with a workforce of 201-500 employees. Its website is https://aplusfcu.org/.



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