Contact Center Representative 1-Bilingual

About the position

Develops positive relationships with internal and external members, exhibiting the Credit Union’s core values to enhance membership growth and loyalty while meeting the member’s financial needs. Effectively analyzes all available information to identify and recommend the best products and services in order to exceed member expectations. Works effectively in a fast-paced environment with a variety of demands.

Responsibilities

• Assist members with any account related services
• Exceed members’ expectations through efficient, proactive and accurate service to ensure superior member service via a variety of delivery channels
• Provide a superior member experience by actively listening to and assessing the needs of the member
• Explain the features and benefits of targeted products and services
• Offer targeted solutions to meet the member’s needs
• Focus on phone availability to ensure we are assisting members as efficiently as possible
• 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), which includes 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 the members and employees
• Contribute to a productive, team-oriented work environment while meeting all established goals and metrics
• 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’ 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.
• High school diploma or GED equivalent.